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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. Technical - people
Capacity Management Resources
inputs
CMDB
service management

2. 5 stages in the life of a service
Capacity Management 3 Sub-Processes
Continual Service Improvement
Service lifecycle
Incident Management Activities

3. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
Contract
Service portfolio
Objectives of Release and Development
Capacity Management

4. Holistic to ensure consistency and integration.
Operation Level Agreement
Business Value Approach
service value
Shared processes

5. Legally binding agreement between 2 or more parties
Objectives of Release and Development
process control
Contract
three metric types

6. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Financial management
Governance
Good Capacity management
Reactive activities

7. Plan - Do - Check - Act; quality improvement
Deming Cycle
business unit
Problem Management
Request Models

8. Data - Information - Knowledge - Wisdom
Service lifecycle
triggers
Shared processes
DIKW

9. IT Infrastructure library
ITIL
Activities in Service Assets & Config. Management
Change Requests
Risk Analysis

10. Efficient service delivery; strategic objectives realized
CMDB
Service Operation
process body
Operation Level Agreement

11. Big Bang vs Phased. Push vs Pull. Automation vs Manual.
Operation Level Agreement
Four P's
Release Design Options
Contract

12. Delivery of quality - cost effective services that meet the business' current and future functional and quality requirements.
Contract
Risk
Value to the business
Release Design Options

13. Uncertainty of outcome; positive or negative
Risk
Proactive Problem management
Service Solution
Enablers

14. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.
functions
UK OGC
Governance
external provider

15. Needed for comparison - gauge of progress
Service units
Baselines
process control
Scenarios

16. Associated with service and process metrics
Capacity Plan
Business Value
technology metrics
UK OGC

17. Plan - do - check - act to control and manage quality
Operation Level Agreement
Proactive
CSI Uses
Continual Service Improvement

18. Fair value for a service
KPIs
process body
Service valuation
shared provider

19. Service level needs info from other levels to be able to make agreements with customers.
Supplier Categorization
4 Characteristics of processes
Activities and Relationships
KEDB

20. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
Financial planning
Supplier Categorization
Service Owner
Incident Management Activities

21. Enable use of pre-defined methods and allow automation of process workflow.
4 Characteristics of processes
Business Case
Change Models
RACI Model

22. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
KEDB
CSI Model
Risk Management
Operation Level Agreement

23. Begins when problem found - find a root cause and eliminate incidents
CSI Model
Service Design
Reactive Problem management
Service Management Systems and Tools

24. Lifecycle of activities that never stops
Supplier Management
Capacity Management
ITSCM
generic process model

25. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.
Service Solution
process body
Access Management
Change Management

26. Can overcome lack of alignment and feedback
service value
Activities in Change Management
Shared processes
Service Groups

27. They are synchronous
CI
Proactive
Demand and delivery
KPI Categories

28. ITIL Core - ITIL complementary guideline
Primary Components of ITIL Library
Activities in Service Assets & Config. Management
ISMS
UK OGC

29. Creators of ITIL
UK OGC
Reactive
IT Service Continuity Management
Business Case

30. Align IT Services and mplement improvements that support business processes
CSI Defined
Proactive
Multi-Level SLA
CI

31. Make designs into reality; transition to operation environment; control risk and service disruption
Change Requests
Demand and delivery
Service Transition
Supplier Contract DB (SCD)

32. Model and plan services - ask why before asking how
Service Strategy
BIA
Goal of Processes
DML

33. Compliance - quality - performance and value
ECAB
Demand Management
Two Availability Types
KPI Categories

34. Standards - industry practices - academic research - training and education - and internal experience
Good practices
Business Value
Sources
Service units

35. Return to normal service as quickly as possible
Reactive activities
Goal of Service Desk
Problem Model
Good practices

36. Clearly identified - different from input
Security framework and ISMS
outputs
metric
capabilities

37. Corporate (fairness and transparency) and business (business objectives)
Risk
Identity
Governance
Reactive Problem management

38. Continual Service Improvement
Incident Model
CMS
Service Design
CSI

39. Grants authorized user rights for service access
Risk Management
Governance
IT Operations Management
Access Management

40. Corporate (generic) - customer (particular business unit) - and service (all specific issues)
4 Characteristics of processes
Problem Model
Release
Multi-Level SLA

41. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
Service Solution
roles
Risk Management
Proactive Problem management

42. Operational Services available to the business
Identity
Service Catalog
Activities and Relationships
Service Groups

43. Record and maintain config. Info. For other processes and the business. Defines and controls service components.
Differential Charging
Supplier Contract DB (SCD)
Service Asset and Configuration Management
CMS

44. Viewed by the business
Service portfolio
Business Service Catalog
Service Transition
Demand Management

45. Understand - anticipate - and influence demand for services
Demand Management
Event Management
Service Design
Governance

46. Service solutions - service mgmt systems and tools - technology and architectures - processes - and measurements
5 Aspects of Service Design
capabilities
triggers
Service Solution

47. Measurable - specific results - stakeholder - responds to specific trigger
BIA
4 Characteristics of processes
outputs
Service Owner

48. Competition - compliance - commitment
Multi-Level SLA
Scenarios
Business Value
service value

49. Transition new and changed services into operations efficiently and effectively.
Business Value
Reactive
Service Desk Structures
Release and Deployment Goal

50. It shared by all business units
shared provider
Availability Management
Capacity Management Resources
5 Aspects of Service Design