ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 91:

  What is the starting point for optimization?

  A. Standardizing practices and services
  B. Determining where the most positive impact would be
  C. Securing stakeholder engagement
  D. Understanding the vision and objectives of the organization
  D. Understanding the vision and objectives of the organization

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  Explanation

  Optimize and Automate is covered in section 4. 3. 7 Page 77 In Section 4. 3. 7. 1 The Road to Optimization There are many ways in which practices and services can be optimized. The concepts and practices described in ITIL, particularly the practices of continual improvement, and measurement and reporting (see sections 5. 1.2 and 5. 1.5), are

  essential to this effort. The specific practices an organization uses to improve and optimize performance may draw upon guidance from ITIL, Lean, DevOps, Kanban, and other sources. Regardless of the specific techniques, the path to

  optimization follows these high-level steps:

  Understand and agree the context in which the proposed optimization exists This includes agreeing the overall vision and objectives of the organization. Assess the current state of the proposed optimization This will help to understand where it can be improved and which improvement opportunities are likely to produce the biggest positive impact. Agree what the future state and priorities of the organization should be, focusing on simplification and value

  This typically also includes standardization of practices and services, which will make it easier to automate or optimize further at a later point.

  Ensure the optimization has the appropriate level of stakeholder engagement and commitment

  Execute the improvements in an iterative way Use metrics and other feedback to check progress, stay on track, and adjust the approach to the optimization as needed.

  Continually monitor the impact of optimization This will help to identify opportunities to improve methods of working.

  The best answer is "Understanding the vision and objectives of the organization"

  Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office

• Question 92:

  Which of the following statements about communication within Service Operation are CORRECT?

  1. All communication must have an intended purpose or resultant action

  2. Communication should not take place without a clear audience

  A. 1 only
  B. 2 only
  C. Both of the above
  D. None of the above
  C. Both of the above

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  Explanation

• Question 93:

  Which of the following is an example of workaround?

  A. A defective network switch is replaced with a new one
  B. An email server is restored after an incident is reported
  C. Server memory is increased when the server is unresponsive
  D. A server is restarted to resolve an incident
  D. A server is restarted to resolve an incident

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  Explanation

  A defective network switch is replaced with a new one

  This is a permanent solution that addresses the root cause (the defective switch)

  Replacing faulty hardware is considered a resolution, not a workaround

  An email server is restored after an incident is reported

  This describes restoring service to its normal state

  This is a resolution action, not a temporary measure

  Server memory is increased when the server is unresponsive

  This addresses a symptom (unresponsiveness) with a permanent change

  While this might be done quickly, it's a permanent solution to improve performance

  A server is restarted to resolve an incident

  This is a temporary measure that may restore functionality without addressing the root cause

  The underlying issue (why the server needed restarting) remains uninvestigated

  Service is restored quickly while proper investigation can follow

  Correct Answer

  "A server is restarted to resolve an incident" is an example of a workaround. Restarting a server is a classic temporary solution that often resolves symptoms without addressing the underlying cause. It allows services to resume while proper

  investigation and permanent resolution can be planned.

  Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office

• Question 94:

  Which of the following BEST describes the purpose of access management?

  A. To provide a channel for users to request and receive standard services
  B. Provides the rights for users to be able to use a service or group of services
  C. To prevent problems and resulting Incidents from happening
  D. To detect security events and make sense of them
  B. Provides the rights for users to be able to use a service or group of services

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  Explanation

• Question 95:

  Identify the missing word in the following sentence: ________ is the group of specialized capabilities that allow customer value through the delivery of services.

  A. Product/service Portfolio
  B. Service Offering
  C. Service Level Agreement (sla)
  D. Service Management
  D. Service Management

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  Explanation

  Service Level Management ensures that measurable targets are agreed upon, documented in SLAs, and monitored to maintain transparency between provider and consumer.

• Question 96:

  Which of the following statements is true regarding the Configuration management database (CMDB) and the Asset Register?

  1. The Asset Register is listing all of the assets, including ownership and financial value.

  2. Assets are part of the CMDB only if they are service-related assets.

  3. The CMDB is list a listing of configuration items (CIs) and their relationships.

  A. 1 and 3
  B. 2 and 3
  C. 1 and 2
  D. All of the options
  D. All of the options

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  Explanation

  Configuration Management maintains information about Configuration Items (CIs) and their relationships to support service delivery and control changes effectively.

• Question 97:

  Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

  A. Service asset and configuration management
  B. Event management
  C. Service catalogue management
  D. Problem management
  B. Event management

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  Explanation

• Question 98:

  "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

  A. Service Operation
  B. Service Strategy
  C. Service Transition
  D. Continual Service Improvement
  C. Service Transition

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  Explanation

• Question 99:

  Which of the following statements is CORRECT?

  A. Process owners are more important to service management than service owners
  B. Service owners are more important to service management than process owners
  C. Service owners are as important to service management as process owners
  D. Process owners and service owners are not required within the same organization
  C. Service owners are as important to service management as process owners

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  Explanation

• Question 100:

  Identify the missing word in the following sentence.

  The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

  A. suppliers
  B. CIs
  C. customers
  D. assets
  B. CIs

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  Explanation

  Service Configuration Management Practice is covered in Section 5. 2. 11 on Page number 186

  The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes

  information on how CIs are configured and the relationships between them.

  So the answer is "CIs".

  Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office.