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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. Match evolving demands of capacity and performance.
Services
outputs
Capacity Management
Risk Management

2. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
Change Models
Problem Model
Multi-Level SLA
IT Service Continuity Management

3. Shows there are many elements of a process
Change Models
Supplier Contract DB (SCD)
generic process model
external provider

4. Higher price during peak usage
service value
Supplier Categorization
Differential Charging
Service Groups

5. Holistic to ensure consistency and integration.
CMS
Service Operation
Service Asset and Configuration Management
Business Value Approach

6. Combination of utility and warranty
service value
Technical management
SLA Management
Service Management Systems and Tools

7. Ensure security in services and service mgmt activities aligned with business. Protect value of information. Prevent failures in confidentiality - integrity - and authenticity.
Access Management
Change Models
Information Security Management
Release

8. Legally binding agreement between 2 or more parties
Service Solution
BIA
Contract
Risk Analysis

9. Services being proposed - developed or changed
Risk Analysis
Services are about
Service pipeline
Supplier Contract DB (SCD)

10. Model and plan services - ask why before asking how
Service Strategy
Activities in Change Management
Service Design
Capacity Management

11. Meet or exceed agreed availability targets.
CSI Defined
Availability Management
Balance View
Technical Service Catalog

12. Analyze patterns of business activities that occur
Drivers
Supplier Management
ECAB
Activity Based Demand Management

13. IT Control and facilities management
IT Operations Management
CSI Defined
ITIL
Baselines

14. Activities to turn input to output
Demand Management
Business Service Catalog
process body
5 Aspects of Service Design

15. Single point of contact which is customer focused and owns communication with end user
external provider
Service Desk
Generic process model
Accounting

16. Outcomes
CMS
Financial planning
Services are about
Supplier Policy and Strategy

17. Continue to seek improvements in value of services
shared provider
Service pipeline
CMS
Continual Service Improvement

18. Service level needs info from other levels to be able to make agreements with customers.
Activities and Relationships
resources
three metric types
Availability Determined by

19. Specialized to perform certain work with specific outcomes. Own capabilities and resources. Build knowledge. Provide structure and stability.
functions
SLA Management
Information Security Management
Services

20. Design of new and changed services; cost effective - efficient - high quality
service value
service metrics
CSFs
Service Design

21. Operational Services available to the business
Reactive activities
Service Catalog
business unit
SKMS

22. Return to normal service as quickly as possible
Business Case
Goal of Service Desk
CI
Differential Charging

23. Detection - logging - categorization - prioritization - investigation and diagnosis - workarounds - known error - resolution - closure - major problem review
Continual Service Improvement
Reactive activities
Availability Determined by
Activities in Service Assets & Config. Management

24. Ability to perform agreed function when required
Value
Information Security Management
Drivers
Availability

25. Collection of components required to implement new or changed services.
Release
CSI Defined
Business Case
metric

26. Use of proper and consistent accounting methods
5 Aspects of Service Design
Compliance
Financial planning
Service Review

27. Pre-defined - agreed steps to handle a particular type of problem.
Supplier Management
CMS
Problem Model
Service Review

28. Essential for understanding risk and impact of suppliers and contracts.
Four P's
Supplier Categorization
outputs
KEDB

29. Produce and maintain a service catalog to include operational and in-transition services - ensure accurate details - define using a hierarchy of customer/support services
Service Catalog Management
Supplier Management
CSI Uses
Service Owner

30. Can overcome lack of alignment and feedback
Baselines
BIA
Primary Components of ITIL Library
Shared processes

31. Uncertainty of outcome; positive or negative
Continual Service Improvement
Risk
Incident Model
Change Models

32. External 3rd party of good and services required to deliver IT services
Supplier
Service Desk
Technical Service Catalog
Service pipeline

33. Competition - compliance - commitment
Deming Cycle
Scenarios
Value to the business
Incident Management Activities

34. Record and maintain config. Info. For other processes and the business. Defines and controls service components.
Reactive
Event Management
Service Asset and Configuration Management
Information Security Management

35. Service providers ability to coordinate - control - and deployed resources to produce value
Service Solution
Accounting
Generic process model
capabilities

36. Countermeasures - monitoring
Risk Management
Objectives of Release and Development
Services
Service Design

37. Requirements for process to operate
Availability Determined by
Problem Model
ECAB
process enablers

38. Configuration Management System
Business Value
Change Requests
CMS
Request Models

39. Business Impact Analysis
Accounting
Governance
BIA
Demand and delivery

40. Outsourced 3rd party
BIA
external provider
User profiles
Two Availability Types

41. Identification - logging - categorization - prioritization - Initial Diagnosis - Escalation - Investigation and Diagnosis - Resolution and Recovery - Closure
Activities in Change Management
Rights
Incident Management Activities
4 Characteristics of processes

42. Lifecycle of activities that never stops
Service Based SLA
Information Security Policy
ITSCM
Sources

43. Needed for process activities to continue
inputs
Goals and objectives through services
Goal of Processes
SKMS

44. 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
Capacity Management Resources
Change Models
CSI Model
Goals and objectives through services

45. Continual Service Improvement
CSI Model
CSI
Service Catalog Management
BIA

46. IT Infrastructure library
ITIL
Supplier Categorization
Demand Management
Change Management

47. Creators of ITIL
Service Based SLA
Service Transition
Release
UK OGC

48. Defines all aspects of an IT Service throughout its lifecycle.
Activities and Relationships
Service Design Package
Supplier Policy and Strategy
Service Management Systems and Tools

49. Measurable - specific results - stakeholder - responds to specific trigger
CSI
4 Characteristics of processes
service value
metric

50. Understand - anticipate - and influence demand for services
UK OGC
Demand Management
external provider
Capacity Management Resources