Test your basic knowledge |

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. Interfaces and dependencies of services and their components
Technical Service Catalog
service provider types
Activity Based Demand Management
Contract

2. Ensures process is efficient - effective - consistent
RACI Model
process control
Proactive Problem management
5 Aspects of Service Design

3. People - Process - Products - Partners

4. Effective - not perfect
Service Strategy
Demand and delivery
CMS
Goal of Processes

5. Shows there are many elements of a process
Multi-Level SLA
DML
Service units
generic process model

6. Model and plan services - ask why before asking how
Service Strategy
business unit
Security framework and ISMS
5 Aspects of Service Design

7. Vital for understanding service dependencies and relationships to overall service knowledge.
Good practices
5 Aspects of Service Design
Supplier Contract DB (SCD)
Objectives of Release and Development

8. Essential for understanding risk and impact of suppliers and contracts.
Supplier Categorization
Balance View
IT Operations Management
triggers

9. Pre-defined - agreed steps to handle a particular type of problem.
Service Operation
Enablers
Problem Model
Value

10. Detect events - make sense of them - and determine action
Release Design Options
Service Strategy
Event Management
Capacity Plan

11. Set of activities that create value for stakeholder
service metrics
Availability Management
Service Improvement Plan
Process

12. Plan ofr successful efficient deployment with minimal unpredicted impact - and giving knowledge to staff during transition.
external provider
Objectives of Release and Development
Service Improvement Plan
Service Groups

13. Analyze patterns of business activities that occur
internal service provider
Business Case
Activity Based Demand Management
service metrics

14. Ensure proper funding which is driven by strategy - capacity - and anticipated demand
Baselines
Technical Service Catalog
Financial planning
Activities in Service Assets & Config. Management

15. Design new or significantly changed services that meet the needs of the business.
Service Operation
CSI Defined
Business Value
generic process model

16. Financial quantification of value of services - assets - and operation forecassting
Service Owner
Financial management
CAB
Value to the business

17. Support business continuity plans and strategy. Ensure IT services can be resumed in agreed timescales
Supplier Management
IT Service Continuity Management
Service Desk
Change Requests

18. The service portfolio
Process
Service Management Systems and Tools
CI
Baselines

19. Allocate costs to services using defined cost types and classifications
Accounting
Service Groups
4 Characteristics of processes
Service Review

20. Ensure security in services and service mgmt activities aligned with business. Protect value of information. Prevent failures in confidentiality - integrity - and authenticity.
Activities and Relationships
Rights
Information Security Management
roles

21. Improve performance of service assets and utility & warranty of services
process enablers
Service Automation
Change Models
Service valuation

22. They are synchronous
CSFs
Activity Based Demand Management
Service Improvement Plan
Demand and delivery

23. Vision? Now? Want to be? How to get there? Did we get there? How to keep it going?
inputs
Problem Model
Risk
CSI Model

24. Bundles of service assets that deliver value to business
Service Catalog Management
process control
Activity Based Demand Management
Service units

25. Technology - service - process
Technical Service Catalog
three metric types
Differential Charging
CSI Model

26. Uncertainty of outcome; positive or negative
Information Security Management
Risk
Service Strategy
Change Requests

27. Manage Identities and rights efficiently
Service portfolio
Supplier Contract DB (SCD)
Service Groups
Goals and objectives through services

28. Outcomes
Information Security Management
Identity
Services are about
generic process model

29. Internal - shared - external
Goal of Service Desk
service provider types
three metric types
process body

30. Result of the end-to-end service and calculated using technology component metrics
service metrics
metric
CAB
CMS

31. Higher price during peak usage
roles
Differential Charging
CSI
Service valuation

32. Enable use of pre-defined methods and allow automation of process workflow.
business unit
Change Models
ISMS
Supplier Contract DB (SCD)

33. Grants authorized user rights for service access
Access Management
Supplier Management
Service Management Systems and Tools
Scenarios

34. Service level needs info from other levels to be able to make agreements with customers.
Balance View
process control
Activities and Relationships
Service Based SLA

35. Secure authorized and validated masters of media
Sources
DML
process enablers
Differential Charging

36. Ensure SLA targets are hit. Define requirements. Document and agree to SLAs and OLAs. Monitor and report. Conduct service reviews.
Access Management
SLA Management
Problem Management
Services

37. Emergency Change Advisory Board
functions
ECAB
Proactive Problem management
Baselines

38. Fair value for a service
Service valuation
Service Design Package
Service Desk
Reactive

39. Functionality - quality - right cost - on time
Service Solution
Drivers
KPIs
Service Owner

40. IT Infrastructure library
ITIL
service management
Activities in Change Management
Service Catalog

41. Defines all aspects of an IT Service throughout its lifecycle.
Service Design Package
Service lifecycle
Service Desk Structures
ISMS

42. Authority matrix for roles and responsibilities; Responsible - accountable - consulted - informed
resources
RACI Model
IT Operations Management
KPI Categories

43. Specialized org capabilities; functions and processes - professional practice
Incident Management Activities
service management
Generic process model
Capacity Plan

44. Deploy into production - deliver value - ensure effective use of services - handover to service operations.
functions
ECAB
Supplier Contract DB (SCD)
Release and Deployment Goal

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

46. Employees - customers - vendors - suppliers - advisors - technology
Types of requests
Good Capacity management
Services are about
Enablers

47. Acceptable for meeting an orgs internal and external requirements
Availability Management
Release
Proactive Problem management
Good practices

48. Analyze trends and patterns - aim to prevent replication - learn from past to use in the future
Proactive Problem management
Supplier Contract DB (SCD)
Identity
Service Management Systems and Tools

49. Needed for process activities to continue
inputs
CSFs
Activity Based Demand Management
BIA

50. Provides capabilities and resources to manage IT Infrastructure.
Technical management
Types of requests
4 Characteristics of processes
CSFs