ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1031:

  Which of these activities is carried out as part of `problem management'?

  A. Creating incident records
  B. Diagnosing and resolving incidents
  C. Escalating incidents to a support team for resolution
  D. Trend analysis of incident records
  D. Trend analysis of incident records

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  Explanation

  Problem Management is covered in Section 5. 2. 8 Page 174

  Page 176

  Problem identification activities identify and log problems. These include:

  performing trend analysis of incident records

  detection of duplicate and recurring issues by users, service desk, and technical support staff

  during major incident management, identifying a risk that an incident could recur

  analysing information received from suppliers and partners

  analysing information received from internal software developers, test teams, and project teams.

  trend analysis of incident records

  The best answer is:

  Incorrect Answers:

  Creating Incident records is an activity of Incident Management.

  Diagnosing and resolving incident is an action of the Service Desk Management.

  Escalating Incidents to a support team for resolution is an action of Incident Management

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

• Question 1032:

  Which is a recommendation for applying the guiding principle 'keep it simple and practical'?

  A. Communicate in a way the audience can hear
  B. Sometimes nothing from the current state can be re-used
  C. If a practice is easier to follow it is more likely to be adopted
  D. Fast does not mean incomplete
  C. If a practice is easier to follow it is more likely to be adopted

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  Explanation

  Keep It Simple and Practical is covered in section 4. 3. 6 Page 75 Always use the minimum number of steps to accomplish an objective.

  Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes. If a process, service, action, or metric fails to provide value or produce a useful outcome, then eliminate it. Although this principle may

  seem obvious, it is frequently ignored, resulting in overly complex methods of work that rarely maximize outcomes or minimize cost.

  To apply this principle successfully, consider this advice:

  Ensure value Every activity should contribute to the creation of value.

  Simplicity is the ultimate sophistication It may seem harder to simplify, but it is often more effective. Do fewer things, but do them better Minimizing activities to include only those with value for one or more stakeholders will allow more focus on

  the quality of those actions.

  Respect the time of the people involved A process that is too complicated and bureaucratic is a poor use of the time of the people involved.

  Easier to understand, more likely to adopt To embed a practice, make sure it is easy to follow.

  Simplicity is the best route to achieving quick wins Whether in a project, or when improving daily operations activities, quick wins allow organizations to demonstrate progress and manage stakeholder expectations. Working in an iterative way

  with feedback will quickly deliver incremental value at regular intervals

  The best answer is "If a practice is easier to follow it is more likely to be adopted"

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

• Question 1033:

  Where should the following information be stored?

  1. The experience of staff

  2. Records of user behaviour

  3. Supplier's abilities and requirements

  4. User skill levels

  A. The forward schedule of change
  B. The service portfolio
  C. A configuration management database (CMDB)
  D. The service knowledge management system (SKMS)
  D. The service knowledge management system (SKMS)

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  Explanation

• Question 1034:

  How should the workflow for a new service request be designed?

  A. Use a single workflow for all types of service request
  B. Use different workflows for each type of service request
  C. Avoid workflows for simple service requests
  D. Leverage existing workflows whenever possible
  D. Leverage existing workflows whenever possible

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  Explanation

  Lets review each choice so which choice is the best answer.

  "Use a single workflow for all types of service request". This is not correct. Workflows are not one size fits all. Some requests may require more steps then other to complete such a request.

  "Use different workflows for each type of service request" This is not correct either. It might be possible that two different types of service request can follow the same workflow. This would be dependent on the business.

  "Avoid workflows for simple service requests" This is not correct since workflows gives us steps to follow to complete the request.

  "Leverage existing workflows whenever possible" this is the best possible answer since a new request might be able to use an existing workflow. This is an example of "Start Where You Are". This also covered in Service Design covered in

  section 5. 2. 13.

  Starting on Page number 193.

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

• Question 1035:

  Which will help solve incidents more quickly?

  A. Target resolution times
  B. Escalating all incidents to support teams
  C. Collaboration between teams
  D. Detailed procedural steps for incident investigation
  C. Collaboration between teams

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  Explanation

  Incident Management is covered in Section 5. 2. 5 Page 165

  Target resolution times will not solve tickets more quickly.

  Escalating all incidents to support teams ... Escalating it act of moving ticket up the pipeline but not necessarily move it faster. Detailed procedural steps for incident investigation ... this tells how to investigate but not necessarily make it faster.

  Collaboration between teams .. that seams to be the ticket. By working together with other divisions of experts then tickets get be closed faster then working alone. This is an example of embracing Collaborate and promote visibility Effective

  incident management often requires a high level of collaboration within and between teams. These teams may include the service desk, technical support, application support, and vendors. Collaboration can facilitate information-sharing and

  learning, as well as helping to solve the incident more efficiently and effectively.

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

• Question 1036:

  A Service Desk is working with a User who has a unique issue. The issue requires the Service Desk to share/transfer information with a specialized department to resolve the user's issue. Which term properly addresses this situation?

  A. Error Control
  B. Outsoucing
  C. Escalation
  D. Feedback Loop
  C. Escalation

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  Explanation

  The Service Desk acts as the single point of contact between users and the service provider, managing incidents, requests, and communication effectively.

• Question 1037:

  A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

  A. outputs
  B. outcomes
  C. costs
  D. risks
  B. outcomes

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  Explanation

  Customer is discussed in section 2. 2 Service consumers Page 23

  Customer is defined as "A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption."

  The correct answer is "Outcomes"

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

• Question 1038:

  Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

  A. Profit
  B. Preparation
  C. Products
  D. Potential
  C. Products

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  Explanation

• Question 1039:

  What is included in the purpose of the 'release management' practice?

  A. Authorizing changes to proceed
  B. Making new features available for use
  C. Moving new software to live environments
  D. Ensuring information about services is available
  B. Making new features available for use

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  Explanation

  Release Management is covered in section 5. 2. 9 Page 179.

  The purpose of the release management practice is to make new and changed services and features available for use.

  The best answer is "Making new features available for use"

  Incorrect Answers:

  Authorizing changes to proceed ... this is a function of change enablement

  Moving new software to live environments ... this is a function of deployment management

  Ensuring information about services is available ... this is a function of Information Security Management

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

• Question 1040:

  Which one of the following can help determine the level of impact of a problem?

  A. Definitive media library (DML)
  B. Configuration management system (CMS)
  C. Statement of requirements (SOR)
  D. Standard operating procedures (SOP)
  B. Configuration management system (CMS)

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  Explanation