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. Continual Service Improvement






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






3. Record and maintain config. Info. For other processes and the business. Defines and controls service components.






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






5. Requirements for process to operate






6. Operational Services available to the business






7. Uncertainty of outcome; positive or negative






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






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






10. Produce and maintain a service catalog to include operational and in-transition services - ensure accurate details - define using a hierarchy of customer/support services






11. Defines all aspects of an IT Service throughout its lifecycle.






12. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.






13. Model and plan services - ask why before asking how






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






15. Consists of process control - the process - and process enablers






16. They are synchronous






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






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






19. Provides resources and capabilities to manage application lifecycle.






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






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






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






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






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






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






26. Defined by context of business outcomes






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






28. Grants authorized user rights for service access






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






30. ITIL Core - ITIL complementary guideline






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






32. Specialized org capabilities; functions and processes - professional practice






33. Technology to keep rights sorted out.






34. Allocate costs to services using defined cost types and classifications






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






36. Use of proper and consistent accounting methods






37. Forecast and manage resources required for capacity






38. Enable use of pre-defined methods and allow automation of process workflow.






39. Change Advisory Board






40. Business Impact Analysis






41. Embedded in a business unit






42. Bundles of assets that deliver goods and services to business customers






43. Plan - Design - improve






44. Delivery of quality - cost effective services that meet the business' current and future functional and quality requirements.






45. Secure authorized and validated masters of media






46. Manages suppliers to support IT Targets. Ensures maximum value is obtained.






47. Am I uniquely identifiable and authorized?






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






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






50. Info Security management System