Test your basic knowledge |

ITIL Vocab

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. Continue to seek improvements in value of services






2. Between IT service provider and another part of the same organization






3. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future






4. Single point of contact which is customer focused and owns communication with end user






5. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure






6. Make designs into reality; transition to operation environment; control risk and service disruption






7. IT Control and facilities management






8. Provide summary report of achievements and shows where to be improved






9. Plan of action to meet targets






10. Use of proper and consistent accounting methods






11. Essential for understanding risk and impact of suppliers and contracts.






12. It shared by all business units






13. Emergency Change Advisory Board






14. Fair value for a service






15. Local - Centralized - Virual - Follow-the-sun.






16. Standards - industry practices - academic research - training and education - and internal experience






17. Service providers ability to coordinate - control - and deployed resources to produce value






18. Assignment of responsibilities during a process






19. Am I uniquely identifiable and authorized?






20. Legally binding agreement between 2 or more parties






21. Services being proposed - developed or changed






22. Compliance - quality - performance and value






23. Reliability - maintainability - and serviceability






24. Align IT Services and mplement improvements that support business processes






25. Secure authorized and validated masters of media






26. ITIL Core - ITIL complementary guideline






27. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state






28. Meet or exceed agreed availability targets.






29. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?






30. Continual Service Improvement






31. Detect events - make sense of them - and determine action






32. Outcomes






33. Design of new and changed services; cost effective - efficient - high quality






34. Configuration Item






35. Known Error Database






36. Associated with service and process metrics






37. Provide pre-defined steps for handling service requests.






38. Design new or significantly changed services that meet the needs of the business.






39. Measure - monitor - report - investigate






40. Using a variety of KPIs






41. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review






42. Performs day-to-day activities to deliver services to targets






43. Activities to turn input to output






44. Viewed by the business






45. Accountable for service - works to identify and prioritize service improvements






46. Service Knowledge Management System.






47. Measurable - specific results - stakeholder - responds to specific trigger






48. Technology to keep rights sorted out.






49. Manage Identities and rights efficiently






50. Set of activities that create value for stakeholder