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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. Services being proposed - developed or changed
Service Design Package
Change Management
Service pipeline
three metric types

2. Ensures process is efficient - effective - consistent
Service Catalog Management
Risk
Proactive
process control

3. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Financial management
Reactive activities
Capacity Management
CSI Uses

4. Planning - Identification - Cotnrol - Status Reporting - Verification and Audit.
Service Groups
Activities in Service Assets & Config. Management
Service Desk Structures
Supplier

5. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
Release Design Options
Proactive Problem management
Value to the business
Supplier Categorization

6. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.
Service Desk Structures
functions
Service Catalog
process enablers

7. Technical - people
Incident Model
Service Review
Capacity Management Resources
Release Design Options

8. Plan - Do - Check - Act; quality improvement
Service Catalog
Deming Cycle
Goals and objectives through services
Objectives of Release and Development

9. Efficient service delivery; strategic objectives realized
Service Operation
shared provider
outputs
Service Based SLA

10. Understand - anticipate - and influence demand for services
Demand Management
Risk Analysis
Change Requests
process enablers

11. Authority matrix for roles and responsibilities; Responsible - accountable - consulted - informed
Service Automation
Contract
Service Based SLA
RACI Model

12. Clearly identified - different from input
Risk Analysis
Deming Cycle
Service Design
outputs

13. Improve performance of service assets and utility & warranty of services
Service valuation
CSI Defined
Service Automation
Service Strategy

14. Scale of measurement - identify trends - calculate productivity and resource utilization - and understand current state
metric
SLA Management
RACI Model
Business Value

15. Substitutes - regulators - customers
Proactive Problem management
Drivers
UK OGC
Activity Based Demand Management

16. Viewed by the business
KEDB
4 Characteristics of processes
Supplier Categorization
Business Service Catalog

17. Measure - monitor - report - investigate
Reactive
generic process model
Service Automation
KEDB

18. Big Bang vs Phased. Push vs Pull. Automation vs Manual.
Release Design Options
generic process model
Change Models
metric

19. Acceptable for meeting an orgs internal and external requirements
Good practices
Service units
roles
Governance

20. Consists of process control - the process - and process enablers
Generic process model
Change Management
Business Case
CAB

21. Requirements for process to operate
process enablers
Business Value
Financial management
CSI Uses

22. Technology - service - process
three metric types
Contract
IT Operations Management
process body

23. Service Knowledge Management System.
process enablers
Security framework and ISMS
KPI Categories
SKMS

24. Delivery of quality - cost effective services that meet the business' current and future functional and quality requirements.
RACI Model
Value to the business
Service Transition
Supplier Contract DB (SCD)

25. Used to actively manage and report; types are qualitative and quantitative
roles
KPIs
Change Management
KEDB

26. Assignment of responsibilities during a process
Service Catalog
roles
resources
Information Security Policy

27. Understand how differences generate demand
User profiles
Process
Service valuation
Risk Management

28. Local - Centralized - Virual - Follow-the-sun.
shared provider
Service Desk Structures
KEDB
Access Management

29. Continue to seek improvements in value of services
Reactive activities
CMS
Continual Service Improvement
Service Asset and Configuration Management

30. Provide summary report of achievements and shows where to be improved
SLAM Chart
Accounting
Services are about
Request Models

31. Effective - not perfect
Service Catalog
Request Models
Goal of Processes
service management

32. The service portfolio
Service Groups
Service Management Systems and Tools
Technical management
Service pipeline

33. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
roles
Supplier Management
Financial planning
Value

34. Countermeasures - monitoring
CSI
IT Operations Management
Risk Management
KPIs

35. External 3rd party of good and services required to deliver IT services
Service Operation
Differential Charging
Service Automation
Supplier

36. Bundles of assets that deliver goods and services to business customers
Reactive activities
business unit
Baselines
Goals and objectives through services

37. Analyze patterns of business activities that occur
Application Management
Deming Cycle
CMS
Activity Based Demand Management

38. 5 stages in the life of a service
process enablers
SLA Management
CSI Defined
Service lifecycle

39. Design of new and changed services; cost effective - efficient - high quality
technology metrics
ITIL
Service Automation
Service Design

40. Detect events - make sense of them - and determine action
triggers
Event Management
ITSCM
CMS

41. Invoke process activities
Risk Management
Supplier Categorization
triggers
Business Value Approach

42. Creators of ITIL
Proactive Problem management
UK OGC
Change Requests
CSI Defined

43. Enable use of pre-defined methods and allow automation of process workflow.
CSFs
Information Security Management
Change Models
Service Solution

44. Single point of contact which is customer focused and owns communication with end user
Capacity Plan
service metrics
Service Desk
Service Improvement Plan

45. Data - Information - Knowledge - Wisdom
Technical management
DIKW
Multi-Level SLA
KPI Categories

46. Provides resources and capabilities to manage application lifecycle.
Four P's
Supplier Policy and Strategy
Value
Application Management

47. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
Incident Model
Business Value Approach
Objectives of Release and Development
Primary Components of ITIL Library

48. Forecast and manage resources required for capacity
Service Desk
Risk Analysis
Capacity Plan
Access Management

49. Emergency Change Advisory Board
Enablers
ECAB
Reactive activities
generic process model

50. Outcomes that must happen to achieve success; maps to goals
service metrics
CSFs
SKMS
Goal of Processes