ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1001:

  What includes governance as a component?

  A. Practices
  B. The service value chain
  C. The service value system
  D. The guiding principles
  C. The service value system

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  Explanation

  Practices are covered stating in Chapter 5 Page 104.

  The Service Value Chain is covered in section 4. 5. Page 82. The service value chain has six activities. Plan, Improve, Engage, design and transition, obtain/build, deliver and support. The Guiding principle is covered in section 4. 3 page 58

  which covers Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, and Optimize and automate.

  The service value system is covered in Chapter 4 Page 53-55.

  The ITIL SVS includes the following components:

  Guiding principles Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

  Governance The means by which an organization is directed and controlled. Service value chain A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value

  realization.

  Practices Sets of organizational resources designed for performing work or accomplishing an objective.

  Continual improvement A recurring organizational activity performed at all levels to ensure that an organization's performance continually meets stakeholders' expectations. ITIL 4 supports continual

  improvement with the ITIL continual improvement model.

  So the best choice is "The Service Value System"

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

• Question 1002:

  Application Management plays a role in all applications. One of the key decisions to which they contribute is?

  A. Whether to buy an application or build it
  B. Should application development be outsourced
  C. Who the vendor of the storage devices will be
  D. Where the vendor of an application is located
  A. Whether to buy an application or build it

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  Explanation

• Question 1003:

  What are 'engage', `plan' and `improve' examples of?

  A. Service value chain activities
  B. Service level management
  C. Service value chain inputs
  D. Change control
  A. Service value chain activities

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  Explanation

  Section 4. 5 On page number number 82.

  The service value chain activities comprises of:

  plan

  improve

  engage

  design and transition

  obtain/build

  deliver and support

  Section 5. 2. 15 Page number 202 covers Service level Management which is one of the Service Management Practices.

  Service value chain inputs could equate to the stakeholders demand.

  Change Control is covered under section 5. 2. 4 page 159.

  The best answer is "Service Value Chain (SVC) Activities"

  Please note that Change Control is now known as Change Enable

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

• Question 1004:

  What BEST defines roles and responsibilities in relation to process and activities?

  A. Human resource model
  B. Configuration baseline
  C. Service model
  D. RACI matrix
  D. RACI matrix

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  Explanation

• Question 1005:

  Which practice involves the management of vulnerabilities that were not identified before the service went live?

  A. Service request management
  B. Problem management
  C. Change Enablement
  D. Service level management
  B. Problem management

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  Explanation

  Service request management The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

  Problem management The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

  Change Enablement The purpose of the change enablement practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

  Service level management The purpose of the service level management practice is to set clear businessbased targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

  The best answer is "Problem Management"

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

• Question 1006:

  What is the purpose of the `monitoring and event management' practice?

  A. To restore normal service operation as quickly as possible
  B. To manage workarounds and known errors
  C. To capture demand for incident resolution and service requests
  D. To systematically observe services and service components
  D. To systematically observe services and service components

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  Explanation

  Monitoring and Event Management is covered in section 5. 2. 7 Page 171

  The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritizes infrastructure, services, business processes, and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.

  Incorrect Answers:

  To restore normal service operation as quickly as possible ... This is Incident Management To manage workarounds and known errors ... this is a function of Problem Management To capture demand for incident resolution and service requests .. this is a function of Service Desk Management Reference: Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office.

• Question 1007:

  Which of the following areas would not be supported by a Service Design tool?

  A. Software design
  B. Process design
  C. Environment design
  D. Strategy design
  D. Strategy design

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  Explanation

• Question 1008:

  Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

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

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  Explanation

• Question 1009:

  Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

  A. Problem management
  B. Supplier management
  C. Release management
  D. Service desk
  D. Service desk

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  Explanation

  The service desk is the face of IT and they are the first ones to come into contact with the customer/end user. So having a staff with excellent customer skills will lead with positive feedback from the end user.

  Here is excerpt from section 5. 2. 14 on page number 201

  Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization,

  effective communication, and emotional intelligence. The key skill is to be able to fully understand and diagnose a specific incident in terms of business priority, and to take appropriate action to get this resolved, using available skills,

  knowledge, people, and processes.

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

• Question 1010:

  The organizations and people dimensions of service covers which of the following options?

  1. Roles and Responsibilities

  2. Formal Organizational Structures

  3. Culture

  4. Required staffing and competencies

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

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  Explanation

  This answer aligns with the ITIL 4 Foundation framework, which defines modern service management as a holistic approach integrating people, processes, technology, and partners to co-create value.