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. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales






2. Technology to keep rights sorted out.






3. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.






4. Business capacity management (future) - service capacity management (current services) - component capacity management (IT Infra)






5. Key aspect is linkage of business impact to business objectives






6. Performs the detective work to get to the root cause of incidents






7. Used to actively manage and report; types are qualitative and quantitative






8. Countermeasures - monitoring






9. Services being proposed - developed or changed






10. Functionality - quality - right cost - on time






11. Changes to service portfolio or to services; project proposals - operational - user access.






12. Acceptable for meeting an orgs internal and external requirements






13. Understand - anticipate - and influence demand for services






14. Corporate (fairness and transparency) and business (business objectives)






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






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






17. Security management activities are driven by this.






18. Bundles of service assets that deliver value to business






19. Use of proper and consistent accounting methods






20. Outcomes






21. IT Control and facilities management






22. CI records/attributes; single definitive source






23. Pre-defined steps for handling a particular type of incident.






24. Transition new and changed services into operations efficiently and effectively.






25. Pre-defined - agreed steps to handle a particular type of problem.






26. Substitutes - regulators - customers






27. Data - Information - Knowledge - Wisdom






28. Shows there are many elements of a process






29. Creators of ITIL






30. External 3rd party of good and services required to deliver IT services






31. Collection of components required to implement new or changed services.






32. Authority matrix for roles and responsibilities; Responsible - accountable - consulted - informed






33. Handled as Normal - standard - or Emergency






34. Return to normal service as quickly as possible






35. Technical - people






36. Outcomes that must happen to achieve success; maps to goals






37. Activities to turn input to output






38. Continual Service Improvement






39. Data sources - DML and tools.






40. Understand how differences generate demand






41. Outsourced 3rd party






42. Uncertainty of outcome; positive or negative






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






44. Operational Services available to the business






45. Pattern of Business Activity






46. Needed for process activities to continue






47. Configuration Item






48. Provides resources and capabilities to manage application lifecycle.






49. Fair value for a service






50. Invoke process activities