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. ITIL Core - ITIL complementary guideline






2. Functionality - quality - right cost - on time






3. Financial quantification of value of services - assets - and operation forecassting






4. Analyze patterns of business activities that occur






5. IT Control and facilities management






6. Key assets - threats - vulnerability - impact






7. Assigned to identities to grant access






8. Plan of action to meet targets






9. Plan - Design - improve






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






11. Effective - not perfect






12. The service portfolio






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






14. Result of the end-to-end service and calculated using technology component metrics






15. Requirements for process to operate






16. Meet or exceed agreed availability targets.






17. Operational Services available to the business






18. Technical - people






19. Handled as Normal - standard - or Emergency






20. Holistic to ensure consistency and integration.






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






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






23. Technology - service - process






24. Use of proper and consistent accounting methods






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






26. Configuration Management System






27. Detect events - make sense of them - and determine action






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






29. Info Security management System






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






31. Substitutes - regulators - customers






32. Known Error Database






33. Needed for process activities to continue






34. Match evolving demands of capacity and performance.






35. Legally binding agreement between 2 or more parties






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






37. Creators of ITIL






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






39. IT Infrastructure library






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






41. Vital for understanding service dependencies and relationships to overall service knowledge.






42. Essential for understanding risk and impact of suppliers and contracts.






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






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






45. Fair value for a service






46. Can overcome lack of alignment and feedback






47. Reliability - maintainability - and serviceability






48. Service and Component






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






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