ITIL Training Exam Pool Review

A collection of key vocabulary terms and definitions from ITIL training that are vital for exam preparation.

Problem Resolution Practices

Includes continual improvement, service request management, service level management, and change control.

Service Desk Purpose

To capture demand for incident resolution and service requests.

Output

Something created by carrying out an activity.

Known Error

A problem that has been analyzed but not yet resolved.

Incident Example

An application is not available during business hours.

Monitoring and Event Management Purpose

To systematically observe services and service components.

Optimization Starting Point

Determining where the most positive impact would be.

Service Access

Can be accessed through phone calls, text messaging, and email.

Metrics Reflecting Customer Experience

Identified by service level management.

Continual Improvement Decisions

Should be based on accurate and carefully analyzed data.

IT Asset Management Types

Includes IT asset management and software asset management.

Standard Change

A change type that is low-risk and pre-authorized.

Every Problem Action

Should be diagnosed to identify potential solutions.

Single Point of Contact

Provided by the service desk for user queries.

Software Lifecycle Steps Order

Ideation, Design, Develop, Deploy, Test, Operate, Retire.

Keep it Simple and Practical Principle

Understand how each element contributes to value creation.

Continual Improvement Adoption

Select a few key methods for the types of improvements handled.

Service Level Metrics

Metrics linked to defined outcomes are best for measuring user experience.

Emergency Changes

Expedited for assessment and authorization.

Service Catalog Management Focus

Not primarily focused on the fulfillment of business service requests.

Service Desk Function

Acts as a single point of contact for users.

Service Value System Elements

Includes governance, service value chain, and practices.

ITIL Guiding Principles

Encourage flexibility in processes and discourage siloed approaches.

Service Provision Scope

Management of resources configured to deliver the service.

Actual and Potential Causes of Incidents

Identified by the problem management practice.

Value Co-creation

Proceeds through joint activities by service providers and consumers.

Metrics for Measuring Service Performance

Reflect customer experience through defined service metrics.