ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1041:

  To add value to the business, what are the four reasons to monitor and measure?

  A. Validate; Direct; Justify; Improve
  B. Evaluate; Diagnose; Justify; Intervene
  C. Validate; Direct; Justify; Intervene
  D. Evaluate; Direct; Justify; Improve
  C. Validate; Direct; Justify; Intervene

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  Explanation

• Question 1042:

  Hierarchic escalation is BEST described as?

  A. Notifying more senior levels of management about an incident
  B. Passing an incident to people with a greater level of technical skill
  C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
  D. Failing to meet the incident resolution times specified in a service level agreement
  A. Notifying more senior levels of management about an incident

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  Explanation

• Question 1043:

  Which process would you MOST expect to be involved in the management of underpinning contracts?

  A. Change management
  B. Service catalogue management
  C. Supplier management
  D. Release and deployment management
  C. Supplier management

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  Explanation

• Question 1044:

  Which of the following are considered examples of configuration items (CIs)?

  1. Applications

  2. Hardware

  3. Contracts

  4. Personnel

  A. 1,2, amd 4
  B. All of the options
  C. 1 and 2
  D. 1,2, and 3
  B. 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 1045:

  What is a cause, or potential cause, of one or more incidents?

  A. A configuration item
  B. A workaround
  C. An incident
  D. A problem
  D. A problem

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  Explanation

  A configuration item ..

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

  A workaround

  A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.

  An incident

  An unplanned interruption to a service or reduction in the quality of a service.

  A problem

  A cause, or potential cause, of one or more incidents

  The best answer is "A Problem"

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

• Question 1046:

  Which Function would provide staff to monitor events in a Network Operations Centre?

  A. IT Operations Management
  B. Applications Management
  C. Service Desk
  D. Technical Management
  A. IT Operations Management

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  Explanation

• Question 1047:

  Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

  A. Service relationship management
  B. Service consumption
  C. The service value system
  D. The release management' practice
  C. The service value system

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  Explanation

  Service relationship management Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

  Service consumption Activities performed by an organization to consume services. It includes the management of the consumer's resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).

  The service value system For service management to function properly, it needs to work as a system. The ITIL SVS describes the inputs to this system (opportunity and demand), the elements of this system (organizational governance, service management, continual

  improvement, and the organization's capabilities and resources), and the outputs (achievement of organizational objectives and value for the organization, its customers, and other stakeholders).

  A model representing how all the components and activities of an organization work together to facilitate value creation.

  The release management' practice The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

  The best answer is "The service value system"

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

• Question 1048:

  Which is an example of an internal customer?

  A. A customer who has a contract with an internet service provider for a broadband connection
  B. The HR department whose payroll service is provided by their organization's IT department
  C. An IT department that uses a network service obtained from a supplier
  D. A retail bank that outsources its infrastructure to a third-party supplier
  B. The HR department whose payroll service is provided by their organization's IT department

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  Explanation

• Question 1049:

  Which directly assists with the diagnosis and resolution of simple incidents?

  A. Scripts for collecting user information
  B. Use of shift working patterns
  C. Fulfillment of service requests
  D. Creation of a temporary team
  A. Scripts for collecting user information

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  Explanation

  Incidents is covered under Incident Management Section 5. 2. 5 Page 163

  On Page 165

  There should be a formal process for logging and managing incidents. This process does not usually include detailed procedures for how to diagnose, investigate, and resolve incidents, but can provide techniques for making investigation and

  diagnosis more efficient. There may be scripts for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents. Investigation of more complicated incidents often requires

  knowledge and expertise, rather than procedural steps.

  Best answer is Scripts for collecting user information

  In

  Creation of a temporary team .. this would be used to solve a problem

  Fulfillment of service requests .. this is not an incident, this is used to request something new.

  Use of shift working patterns .. this activity is used in the Service Desk Management Practice. to staff the help desk or service desk.

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

• Question 1050:

  Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

  A. The IT director
  B. The process owner
  C. The service owner
  D. The customer
  B. The process owner

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  Explanation