ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1011:

  Which practice is responsible for interfacing with incident management to evaluate Service Level Agreements.

  A. Configuration Management
  B. Problem Management
  C. Service Level Management
  D. Change enablement
  C. Service Level Management

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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 1012:

  Which statement about the known error database (KEDB) is CORRECT?

  A. It is maintained by the service desk and updated with the details of each new incident
  B. It is a part of the configuration management database (CMDB) and contains workarounds
  C. It is maintained by problem management and is used by the service desk to help resolve incidents
  D. It is maintained by incident management and contains solutions to be implemented by problem management
  C. It is maintained by problem management and is used by the service desk to help resolve incidents

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  Explanation

• Question 1013:

  Which TWO types of competence are MOST important for service desk staff?

  1. Knowledge of business processes

  2. Collaboration skills

  3. Advanced technical knowledge

  4. Workflow design skills

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

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  Explanation

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

  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.

  The Best Answer is 1 and 2.

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

• Question 1014:

  What is the term for a person who consumes services?

  A. Stakeholder
  B. User
  C. Sponsor
  D. Customer
  B. User

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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.

• Question 1015:

  Which one of the following is the BEST description of a relationship in service asset and configuration management?

  A. Describes the topography of the hardware
  B. Describes how the configuration items (CIs) work together to deliver the services
  C. Defines which software should be installed on a particular piece of hardware
  D. Defines how version numbers should be used in a release
  B. Describes how the configuration items (CIs) work together to deliver the services

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  Explanation

• Question 1016:

  Which entity authorizes the budget for service consumption?

  A. Sponsor
  B. User
  C. Customer
  D. Stakeholder
  A. Sponsor

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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.

• Question 1017:

  An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

  A. Collaborate and promote visibility
  B. Start where you are
  C. Focus on value
  D. Keep it simple and practical
  A. Collaborate and promote visibility

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  Explanation

  The guiding principles are covered in section 4. 3 Page 58 Collaborate and promote visibility .... is about working together with our stakeholder and to share data .... that is why this is the best Answer.

  Incorrect Answers:

  Start where you are - this is incorrect. we are not communicating with the stake holder, is about not starting from the ground up, look at what resources are available prior to building from the ground up.

  Focus on value ... this is about building customer loyalty

  Keep it simple and practical .. this is about keep procedure or process with the fewest steps possible.

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

• Question 1018:

  What is the CORRECT definition of service management?

  A. A set of specialized assets for transitioning services into the live operational environment
  B. A set of specialized organizational capabilities for delivering value to customers in the form of services
  C. A group of events that meet the demand from customers for services that they receive
  D. A group of people that manages services to fulfill the needs of users and customers
  B. A set of specialized organizational capabilities for delivering value to customers in the form of services

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  Explanation

• Question 1019:

  When should a change request be submitted to resolve a problem?

  A. As soon as a solution for the problem has been identified
  B. As soon as a workaround for the problem has been identified
  C. As soon as the analysis of the frequency and impact of incidents justifies the change
  D. As soon as the analysis of cost, risks and benefits justifies the change
  D. As soon as the analysis of cost, risks and benefits justifies the change

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  Explanation

  This covers Problem Management Section 5. 2. 8 Page 174

  The following is an excerpt for page 175

  For other problems, a way to fix the error should be found. This is a part of error control. Error control activities manage known errors, which are problems where initial analysis has been completed; it usually means that faulty components

  have been identified. Error control also includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits.

  The best choice is "As soon as the analysis of cost, risks and benefits justifies the change"

  Incorrect Answers:

  The following incorrect answers are used in Incident management.

  As soon as a solution for the problem has been identified

  As soon as a workaround for the problem has been identified

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

• Question 1020:

  Which is a purpose of release management?

  A. To protect the organization's information
  B. To handle user-initiated service requests
  C. To make new and changed services available for use
  D. To move hardware and software to live environments
  C. To make new and changed services available for use

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  Explanation

  To protect the organization's information - This is the purpose of Information Security Management Page 114 To handle user-initiated service requests - This is the purpose of Service Request Management Page 207 To move hardware and software to live environments ... This is the purpose of Deployment Management Page 212

  To make new and changed services available for use this is the purpose of Release Management. Page 180

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