ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 991:

  What should be done to determine the appropriate metrics for measuring a new service?

  A. Measuring the performance over the first six months, and basing a solution on the results
  B. Asking customers to provide numerical targets that meet their needs
  C. Asking customers open questions to establish their requirements
  D. Using operational data to provide detailed service reports
  D. Using operational data to provide detailed service reports

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  Explanation

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

• Question 992:

  Which type of change is low risk, pre-authorized, and fully documented?

  A. Normal Change
  B. Emergency change
  C. All of these options
  D. Standard Change
  D. Standard Change

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  Explanation

  Change Enablement (formerly Change Management) aims to balance risk and value by authorizing, scheduling, and reviewing changes to minimize disruption.

• Question 993:

  What is defined as any component that needs to be managed in order to deliver an IT service?

  A. A service request
  B. A configuration item (CI)
  C. An incident
  D. An IT asset
  B. A configuration item (CI)

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  Explanation

  So this question has a possible two answers that could be correct.

  Any financially valuable component that can contribute to the delivery of an IT product or service."

  An IT Asset is defined as "

  Any component that needs to be managed in order to deliver an IT service."

  A Configuration Item is defined on page 187 as "

  So the answer is A configuration item (CI).

  Incorrect Answers:

  A service request and an incident are both different classifications of tickets that need to get resolved.

  The reason why an IT Asset is wrong is that it is more broad than a CI. A CI is an IT Asset but a specific type of an IT Asset.

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

• Question 994:

  Which of the following are basic concepts used in access management?

  A. Personnel, electronic, network, emergency, identity
  B. Rights, access, identity, directory services, service/service components
  C. Physical, personnel, network, emergency, service
  D. Normal, temporary, emergency, personal, group
  B. Rights, access, identity, directory services, service/service components

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  Explanation

• Question 995:

  What is the purpose of the `deployment management' practice?

  A. To ensure services achieve agreed and expected performance
  B. To make new or changed services available for use
  C. To move new or changed components to live environments
  D. To set clear business-based targets for service performance
  C. To move new or changed components to live environments

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  Explanation

  Deployment Management Practice is covered in Section 5. 3. 1 on Page number 212.

  The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other

  environments for testing or staging.

  The best answer is "To move new or changed components to live environments"

  Incorrect Answers:

  Capacity and performance management Page 157

  To ensure services achieve agreed and expected performance - Covers

  To make new or changed services available for use covers Release Management Page 180

  To set clear business-based targets for service performance covers Service Level Management Page 202

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

• Question 996:

  What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

  A. Centralized Service desk
  B. Virtual Service desk
  C. Local service desk
  D. Specialized service desk
  B. Virtual Service desk

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  Explanation

  Service Desk is covered in section 5. 2. 14 Page 199

  In other cases, a virtual service desk allows agents to work from multiple locations, geographically dispersed. A virtual service desk requires more sophisticated supporting technology, involving more complex routing and escalation; these

  solutions are often cloud-based.

  The best answer is "Virtual Service desk"

  Incorrect Answers:

  Centralized service desk is where the service desk is at only one location.

  Local Service Desk is an onsite service desk.

  Specialized service desk . this kind of service desk is usually not the first point of contact.

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

• Question 997:

  Which describes a set of defined steps for implementing improvements?

  A. The `improve' value chain activity
  B. The `continual improvement register'
  C. The `continual improvement model'
  D. The `engage' value chain activity
  C. The `continual improvement model'

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  Explanation

  Improve is covered in section 4. 5. 2 Page number 88 The purpose of the improve value chain activity is to ensure continual

  improvement of products, services, and practices across all value chain

  activities and the four dimensions of service management.

  `continual improvement register' is a structure document or database to track or manage improvement ideas from identification through final action. Section 5. 1.2 Page 112

  Engage is covered in section 4. 5. 3 Page 88

  The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

  Continual Improvement Model covered in section 4. 6 on Page 92

  The continual improvement model applies to the SVS in its entirety, as well as to all of the organization's products, services, service components, and relationships. To support continual improvement at all levels, the ITIL SVS includes:

  the ITIL continual improvement model, which provides organizations with astructured approach to implementing improvements

  the improve service value chain activity, which embeds continual improvementinto the value chain

  the continual improvement practice, supporting organizations in their day-to-day improvement efforts.

  The best answer is "The `continual improvement model'"

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

• Question 998:

  How does customer engagement contribute to the 'service level management' practice?

  1.It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions

  A. 1 and 4
  B. 3 and 4
  C. 2 and 3
  D. 1 and 2
  A. 1 and 4

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  Explanation

  Service Level Management is covered in section 5. 2. 15 Page 202

  Service level management provides the end-to-end visibility of the organization's

  services. To achieve this, service level management:

  establishes a shared view of the services and target service levels with customers ensures the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified

  services performs service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers captures and reports on service issues, including performance against defined service levels.

  Customer engagement This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions.

  The best answer is "1 and 4"

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

• Question 999:

  Which dimension includes a workflow management system?

  A. Organizations and people
  B. Partners and suppliers
  C. Information and technology
  D. Value streams and processes
  C. Information and technology

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  Explanation

  There are four dimension of service management which is covered in Chapter 3 starting page 37.

  Here is excerpt page 41 which covers Information and Technology

  The technologies that support service management include, but are not limited to,

  workflow management systems, knowledge bases, inventory systems, communication systems, and analytical tools. Service management increasingly benefits from developments in technology.

  Artificial intelligence, machine learning, and other cognitive computing solutions are used at all levels, from strategic planning and portfolio optimization to system monitoring and user support. The use of mobile platforms, cloud solutions,

  remote collaboration tools, automated testing, and deployment solutions has become common practice among service providers.

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

• Question 1000:

  There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?

  (1)

  Progress

  (2)

  Effectiveness

  (3)

  Efficiency

  (4)

  ?

  A. Cost
  B. Conformance
  C. Compliance
  D. Capacity
  C. Compliance

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  Explanation