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ITIL Vocab

Subjects : certifications, itil, it-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.
CSI Uses
Change Management
service management
Types of requests

2. Continue to seek improvements in value of services
Services are about
Proactive Problem management
Risk Management
Continual Service Improvement

3. Compliance - quality - performance and value
KPI Categories
Service Desk
User profiles
Good practices

4. Accountable for service - works to identify and prioritize service improvements
CSI Model
Service Owner
Activity Based Demand Management
Activities and Relationships

5. Return to normal service as quickly as possible
Release
Goal of Service Desk
Service Owner
Service valuation

6. Internal - shared - external
CSI Model
Service Review
service provider types
Service Catalog

7. Provides capabilities and resources to manage IT Infrastructure.
Incident Model
Technical management
Good practices
Goal of Processes

8. Model and plan services - ask why before asking how
Change Management
DML
Activities and Relationships
Service Strategy

9. Pattern of Business Activity
PBA
SLA Management
Business Value
CSI Uses

10. Big Bang vs Phased. Push vs Pull. Automation vs Manual.
service management
Change Requests
Enablers
Release Design Options

11. Interfaces and dependencies of services and their components
PBA
Risk Analysis
Technical Service Catalog
Access Management

12. Bundles of assets that deliver goods and services to business customers
Service lifecycle
CSI Uses
Service Groups
business unit

13. Efficient service delivery; strategic objectives realized
Service Operation
Four P's
Information Security Policy
process body

14. Services being proposed - developed or changed
Service Automation
metric
Service Catalog Management
Service pipeline

15. Ability to perform agreed function when required
Availability
Supplier Categorization
ITIL
Event Management

16. Planning - Identification - Cotnrol - Status Reporting - Verification and Audit.
Activities in Service Assets & Config. Management
Service Based SLA
Process
Technical management

17. Consists of process control - the process - and process enablers
Risk Analysis
Demand and delivery
Generic process model
Activities and Relationships

18. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.
Goals and objectives through services
Deming Cycle
SLA Management
Service Operation

19. Clearly identified - different from input
technology metrics
Information Security Policy
outputs
Primary Components of ITIL Library

20. Bundles of service assets that deliver value to business
CSI Uses
Service units
Service Transition
DML

21. Am I uniquely identifiable and authorized?
Baselines
PBA
Reactive Problem management
Identity

22. Make designs into reality; transition to operation environment; control risk and service disruption
Service Catalog Management
Risk Management
Service Transition
PBA

23. Collection of components required to implement new or changed services.
CSI Uses
service value
Supplier Categorization
Release

24. Essential to governance
Security framework and ISMS
Operation Level Agreement
CMDB
Goal of Processes

25. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
RACI Model
Proactive Problem management
SLA Management
Value

26. Acceptable for meeting an orgs internal and external requirements
Information Security Management
Good practices
Service lifecycle
Multi-Level SLA

27. Single integrated source of info about your services. Includes costs and pricing - packages - risks - value proposition
Service Review
process control
Availability Management
Service portfolio

28. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
Supplier Policy and Strategy
Financial planning
process enablers
Service Automation

29. Creators of ITIL
service metrics
Availability Determined by
UK OGC
SLA Management

30. Service providers ability to coordinate - control - and deployed resources to produce value
capabilities
Primary Components of ITIL Library
Activities in Change Management
Service Desk

31. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
Contract
metric
resources
BIA

32. Continual Service Improvement
CSI
BIA
Demand Management
Service Improvement Plan

33. Set of activities that create value for stakeholder
service provider types
Scenarios
Financial management
Process

34. Service level needs info from other levels to be able to make agreements with customers.
Goal of Processes
Activities and Relationships
CMDB
functions

35. Local - Centralized - Virual - Follow-the-sun.
Services are about
Technical Service Catalog
Service Management Systems and Tools
Service Desk Structures

36. Uncertainty of outcome; positive or negative
Capacity Management
Risk Analysis
Risk
CSI

37. Superior performance vs alternatives. Implement IT Service management as strategic asset. Think and act strategically. Remember customers have preferences influenced by perceptions. Adopt a marketing mindset
shared provider
CAB
Goals and objectives through services
Service Catalog

38. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure
Application Management
roles
Risk Management
Incident Management Activities

39. Provide summary report of achievements and shows where to be improved
service metrics
Services are about
Goal of Service Desk
SLAM Chart

40. Outcomes
Services are about
external provider
Information Security Management
Service Review

41. Shows there are many elements of a process
outputs
generic process model
CMS
Activity Based Demand Management

42. Understand - anticipate - and influence demand for services
internal service provider
Access Management
Demand Management
service value

43. Review with customer about targets
Service Design
Service Review
Shared processes
Supplier Management

44. Security management activities are driven by this.
Information Security Policy
Supplier Policy and Strategy
Business Value
Primary Components of ITIL Library

45. Manages suppliers to support IT Targets. Ensures maximum value is obtained.
KPIs
Governance
Supplier Management
Request Models

46. Detect events - make sense of them - and determine action
Proactive
5 Aspects of Service Design
UK OGC
Event Management

47. Standards - industry practices - academic research - training and education - and internal experience
Proactive
Sources
KPI Categories
Goals and objectives through services

48. Result of the end-to-end service and calculated using technology component metrics
Service Automation
service metrics
CMS
Information Security Policy

49. Single point of contact which is customer focused and owns communication with end user
Business Value
Supplier Contract DB (SCD)
generic process model
Service Desk

50. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.
Supplier Categorization
functions
Service Design
Risk Management