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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. Pre-defined - agreed steps to handle a particular type of problem.
Goals and objectives through services
Reactive
Problem Model
Service Improvement Plan

2. Services being proposed - developed or changed
Service pipeline
Technical management
Information Security Policy
CMDB

3. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
Availability Determined by
Goal of Service Desk
Good Capacity management
IT Service Continuity Management

4. Make designs into reality; transition to operation environment; control risk and service disruption
Balance View
Service Transition
Reactive Problem management
Four P's

5. Emergency Change Advisory Board
metric
ECAB
Demand Management
Business Value Approach

6. Shows there are many elements of a process
Supplier Management
Risk Analysis
generic process model
resources

7. Interfaces and dependencies of services and their components
Technical Service Catalog
Service Operation
SKMS
capabilities

8. Employees - customers - vendors - suppliers - advisors - technology
KEDB
Directory Services
Enablers
Service Design Package

9. Understand - anticipate - and influence demand for services
DIKW
Goal of Service Desk
Availability
Demand Management

10. Service and Component
Supplier Contract DB (SCD)
Risk Management
Two Availability Types
Services are about

11. Handled as Normal - standard - or Emergency
Change Requests
CMS
KPI Categories
KEDB

12. Corporate (fairness and transparency) and business (business objectives)
Service Asset and Configuration Management
Governance
CAB
SLAM Chart

13. Ensures process is efficient - effective - consistent
process control
Goals and objectives through services
Service Groups
Service Catalog Management

14. Service providers ability to coordinate - control - and deployed resources to produce value
Value to the business
DIKW
Request Models
capabilities

15. Provide pre-defined steps for handling service requests.
Accounting
Differential Charging
Request Models
Two Availability Types

16. Service Knowledge Management System.
CSI
triggers
Demand Management
SKMS

17. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
Technical management
Proactive Problem management
Supplier Categorization
technology metrics

18. Match evolving demands of capacity and performance.
Capacity Management
Availability Management
KPI Categories
CMS

19. Change Advisory Board
CAB
Demand and delivery
Directory Services
ECAB

20. Vital for understanding service dependencies and relationships to overall service knowledge.
Supplier Contract DB (SCD)
CSI Uses
KPI Categories
Compliance

21. Changes to service portfolio or to services; project proposals - operational - user access.
Business Service Catalog
Financial planning
Types of requests
Contract

22. Needed for process activities to continue
Shared processes
Directory Services
Service Solution
inputs

23. Data - Information - Knowledge - Wisdom
Capacity Management Resources
DIKW
CI
Change Requests

24. Direct inputs to production of services
Capacity Management Resources
Service Owner
resources
User profiles

25. Review with customer about targets
business unit
Incident Management Activities
Service Operation
Service Review

26. Superior performance vs alternatives. Implement IT Service management as strategic asset. Think and act strategically. Remember customers have preferences influenced by perceptions. Adopt a marketing mindset
Access Management
CMS
Goals and objectives through services
Demand and delivery

27. Info Security management System
Reactive
Security framework and ISMS
ISMS
Shared processes

28. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
Request Models
Value
Supplier Categorization
CSI Model

29. Technical - people
Capacity Management Resources
ITIL
Incident Model
CSI Model

30. Planning - Identification - Cotnrol - Status Reporting - Verification and Audit.
Activities in Service Assets & Config. Management
Compliance
Change Requests
Demand Management

31. Improve performance of service assets and utility & warranty of services
Risk
Service Automation
Value to the business
Release

32. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure
Value
Reactive activities
Incident Management Activities
inputs

33. Activities to turn input to output
SLA Management
process body
Activity Based Demand Management
Continual Service Improvement

34. Big Bang vs Phased. Push vs Pull. Automation vs Manual.
roles
Release Design Options
Service pipeline
service metrics

35. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
Balance View
Service Owner
Information Security Policy
Objectives of Release and Development

36. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
Release and Deployment Goal
Directory Services
outputs
Financial planning

37. Legally binding agreement between 2 or more parties
Value
Contract
Activity Based Demand Management
Incident Model

38. Local - Centralized - Virual - Follow-the-sun.
Multi-Level SLA
SLAM Chart
Service Desk Structures
Value to the business

39. Plan - Design - improve
Release and Deployment Goal
Proactive
CMS
functions

40. Understand how differences generate demand
Information Security Policy
User profiles
inputs
Risk Management

41. Fair value for a service
Service portfolio
Service valuation
Application Management
Activities in Change Management

42. Associated with service and process metrics
IT Service Continuity Management
CI
Service Improvement Plan
technology metrics

43. Compliance - quality - performance and value
process enablers
Problem Model
KPI Categories
process body

44. Business Impact Analysis
Goals and objectives through services
PBA
Risk Analysis
BIA

45. Design of new and changed services; cost effective - efficient - high quality
Service Design
Release and Deployment Goal
Enablers
resources

46. Manage Identities and rights efficiently
Proactive Problem management
Service Groups
Service Solution
KPI Categories

47. Key assets - threats - vulnerability - impact
inputs
Risk Analysis
Service Review
Service Design

48. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.
CSI Model
functions
Deming Cycle
Accounting

49. Uncertainty of outcome; positive or negative
Service lifecycle
functions
Risk
Good practices

50. They are synchronous
Demand and delivery
Compliance
shared provider
Accounting