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. Internal - shared - external






2. Ensures use of standard methods and procedures for changes to assets and CIs under control of SACM.






3. Improve performance of service assets and utility & warranty of services






4. Ability to perform agreed function when required






5. Continue to seek improvements in value of services






6. Provide pre-defined steps for handling service requests.






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






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






9. Business Impact Analysis






10. Requirements for process to operate






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






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






13. Competition - compliance - commitment






14. Known Error Database






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






16. Performs day-to-day activities to deliver services to targets






17. Corporate (generic) - customer (particular business unit) - and service (all specific issues)






18. Change Advisory Board






19. Needed for process activities to continue






20. Ensures process is efficient - effective - consistent






21. Substitutes - regulators - customers






22. Cost justified in a timely manner






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






24. Info Security management System






25. Provide summary report of achievements and shows where to be improved






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






27. Am I uniquely identifiable and authorized?






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






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






30. Direct inputs to production of services






31. Employees - customers - vendors - suppliers - advisors - technology






32. Plan - do - check - act to control and manage quality






33. Efficient service delivery; strategic objectives realized






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






35. Compliance - quality - performance and value






36. Acceptable for meeting an orgs internal and external requirements






37. Legally binding agreement between 2 or more parties






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






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






40. They are synchronous






41. Service Knowledge Management System.






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






43. Ensure proper funding which is driven by strategy - capacity - and anticipated demand






44. Service and Component






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






46. Invoke process activities






47. Understand how differences generate demand






48. Meet or exceed agreed availability targets.






49. Viewed by the business






50. Drives supplier management activities