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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. Pre-defined - agreed steps to handle a particular type of problem.
CI
Problem Model
Good practices
service provider types

2. Planning - Identification - Cotnrol - Status Reporting - Verification and Audit.
triggers
Technical management
capabilities
Activities in Service Assets & Config. Management

3. Enable use of pre-defined methods and allow automation of process workflow.
Differential Charging
User profiles
Change Models
Directory Services

4. It shared by all business units
Capacity Plan
Enablers
Service Groups
shared provider

5. Deploy into production - deliver value - ensure effective use of services - handover to service operations.
capabilities
Supplier
Multi-Level SLA
Release and Deployment Goal

6. Record and maintain config. Info. For other processes and the business. Defines and controls service components.
PBA
Service Asset and Configuration Management
Service Solution
Business Value Approach

7. Creators of ITIL
Value to the business
UK OGC
ECAB
business unit

8. Ability to perform agreed function when required
Balance View
Incident Management Activities
Availability
internal service provider

9. Service Knowledge Management System.
metric
SKMS
CAB
Rights

10. Bundles of assets that deliver goods and services to business customers
Application Management
CSFs
Reactive activities
business unit

11. Internal - shared - external
service provider types
Reactive Problem management
Objectives of Release and Development
Reactive activities

12. Key assets - threats - vulnerability - impact
Business Value
Availability Determined by
shared provider
Risk Analysis

13. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
5 Aspects of Service Design
Financial management
Objectives of Release and Development
Business Value

14. Align IT Services and mplement improvements that support business processes
CSFs
ITIL
Directory Services
CSI Defined

15. Plan - Do - Check - Act; quality improvement
Deming Cycle
Service Transition
Release and Deployment Goal
Good practices

16. Pattern of Business Activity
KEDB
Service portfolio
Service pipeline
PBA

17. Manages suppliers to support IT Targets. Ensures maximum value is obtained.
Service Design Package
CMS
CSI Uses
Supplier Management

18. Using a variety of KPIs
Release Design Options
Balance View
CAB
Governance

19. Needed for process activities to continue
inputs
Service Desk Structures
CSI
Incident Model

20. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.
Risk Analysis
Service Desk Structures
Change Management
Directory Services

21. Plan of action to meet targets
Release
service value
Service Improvement Plan
Change Requests

22. Reliability - maintainability - and serviceability
Information Security Policy
Availability Determined by
Business Value
Sources

23. Efficient service delivery; strategic objectives realized
Service Operation
Reactive
Service Automation
Supplier Contract DB (SCD)

24. Ensure security in services and service mgmt activities aligned with business. Protect value of information. Prevent failures in confidentiality - integrity - and authenticity.
Service Catalog Management
inputs
Information Security Management
Service Desk

25. Secure authorized and validated masters of media
DML
Service Strategy
CSFs
Reactive Problem management

26. Understand - anticipate - and influence demand for services
Types of requests
Two Availability Types
CSI Defined
Demand Management

27. Specialized org capabilities; functions and processes - professional practice
service management
Reactive Problem management
Contract
Service lifecycle

28. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements
Identity
Directory Services
5 Aspects of Service Design
Information Security Policy

29. Data - Information - Knowledge - Wisdom
Service portfolio
DIKW
metric
Goals and objectives through services

30. Vital for understanding service dependencies and relationships to overall service knowledge.
roles
Service Solution
Service Operation
Supplier Contract DB (SCD)

31. Technology - service - process
three metric types
Compliance
Change Requests
Service Based SLA

32. Info Security management System
ISMS
KEDB
Service Improvement Plan
service provider types

33. Local - Centralized - Virual - Follow-the-sun.
Contract
Activities and Relationships
KEDB
Service Desk Structures

34. Return to normal service as quickly as possible
Demand and delivery
service metrics
Good Capacity management
Goal of Service Desk

35. Collection of components required to implement new or changed services.
Service Operation
Supplier Policy and Strategy
Release
Contract

36. Assignment of responsibilities during a process
Service Design
Problem Model
roles
CSI

37. Understand how differences generate demand
Availability
process enablers
User profiles
Service pipeline

38. The service portfolio
Differential Charging
Business Value
inputs
Service Management Systems and Tools

39. Result of the end-to-end service and calculated using technology component metrics
service metrics
ECAB
Change Management
Rights

40. Design of new and changed services; cost effective - efficient - high quality
Service Design
Supplier Management
Access Management
DIKW

41. Security management activities are driven by this.
Information Security Policy
DML
Service Automation
Service Operation

42. Pre-defined steps for handling a particular type of incident.
Service portfolio
Incident Model
triggers
Enablers

43. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
Incident Model
IT Service Continuity Management
Service Catalog
BIA

44. Can overcome lack of alignment and feedback
Service portfolio
Capacity Plan
Shared processes
ISMS

45. Single integrated source of info about your services. Includes costs and pricing - packages - risks - value proposition
Service portfolio
Application Management
Contract
Business Value

46. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
Business Value Approach
CMS
Proactive Problem management
Supplier

47. Provides resources and capabilities to manage application lifecycle.
IT Operations Management
Application Management
Capacity Management
Proactive Problem management

48. Data sources - DML and tools.
CMS
Accounting
CSI Defined
Problem Management

49. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.
SLA Management
Primary Components of ITIL Library
Service Owner
Reactive Problem management

50. Defined by context of business outcomes
Value
Services
ITSCM
Service Automation