ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1051:

  In which step of the `continual improvement model' is an improvement plan implemented?

  A. What is the vision?
  B. How do we get there?
  C. Take action
  D. Did we get there?
  C. Take action

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  Explanation

  The Continual Improvement is cover in section 4. 6 Page 92

  There are Seven Steps to the Continual Improvement Model. On page 93 has Figure 4. 3 as a reference.

  1. What is the Vision? Maps to Business vision, mission, goals,and objectives

  2. Where are we Now? Maps to Perform Baselines Assessments

  3. Where do we want to be? Maps to Define Measurable Goals

  4. How do we get there? Maps to Define the Improvement Plan

  5. Take Action. Maps to Execute Improvement actions

  6. Did we get There? Maps to Evaluate Measurement Metrics and KPIs

  7. How do we keep the Momentum going. ... Loops back to step 1

  Based on the Seven Step Model the best answer is: Take Action

  Incorrect Answers:

  What is the vision? Maps to Business vision, mission, goals,and objectives

  How do we get there? Maps to Define the Improvement Plan

  Did we get There? Maps to Evaluate Measurement Metrics and KPIs

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

• Question 1052:

  Which activity is part of the 'continual improvement' practice?

  A. Identifying and logging opportunities
  B. Delivering tactical and operational engagement with customers
  C. Populating and maintaining the asset register
  D. Providing a clear path for users to report issues, queries, and requests
  A. Identifying and logging opportunities

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  Explanation

  Continual Improvement Practice is covered in section 5. 1.2 starting page 110.

  On Page 111 of the Book

  Here is an excerpt

  Key activities that are part of continual improvement practices include:

  encouraging continual improvement across the organization

  securing time and budget for continual improvement

  identifying and logging improvement opportunities

  assessing and prioritizing improvement opportunities

  making business cases for improvement action

  planning and implementing improvements

  measuring and evaluating improvement results

  coordinating improvement activities across the organization.

  Based on the above activities the best choice is "Identifying and logging opportunities"

  Incorrect Answers:

  Populating and maintaining the asset register .. the Asset Register is maintain in IT Asset Management

  Providing a clear path for users to report issues, queries, and requests -- Part of Service Request Management

  Delivering tactical and operational engagement with customers - is a function of the service desk

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

• Question 1053:

  What is defined as "a request from a user or a user's authorized representative that initiates a service action which has been agreed upon as a normal part of service delivery?"

  A. Request for change
  B. User Request
  C. Service Request
  D. Request catalogue
  C. Service Request

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  Explanation

  Service request: a user-originated request for information or a standard change.

• Question 1054:

  What is the name of the group that should review changes that must be implemented faster than the normal change process?

  A. Technical management
  B. Emergency change advisory board
  C. Urgent change board
  D. Urgent change authority
  B. Emergency change advisory board

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  Explanation

• Question 1055:

  Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

  A. Service request management
  B. Service level management
  C. Incident management
  D. Change enablement
  C. Incident 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.

  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.

  Incident management

  The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible

  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.

  Based on the purpose statements the best answer is "Incident management"

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

• Question 1056:

  What is the effect of increased automation on the 'service desk' practice?

  A. Increased ability to focus on fixing technology instead of supporting people
  B. Greater ability to focus on customer experience when personal contact is needed
  C. Elimination of the need to escalate incidents to support teams
  D. Decrease in self-service incident logging and resolution
  B. Greater ability to focus on customer experience when personal contact is needed

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  Explanation

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

  With increased automation and the gradual removal of technical debt, the focus of the service desk is to provide support for `people and business' rather than simply technical issues. Service desks are increasingly being used to get various matters arranged, explained, and coordinated, rather than just to get broken technology fixed, and the service desk has become a vital part of any service operation.

  With increased automation, AI, robotic process automation (RPA), and chatbots, service desks are moving to provide more self-service logging and resolution directly via online portals and mobile applications. The impact on service desks is

  reduced phone contact, less low-level work, and a greater ability to focus on excellent CX when personal contact is needed.

  The best answer is "Greater ability to focus on customer experience when personal contact is needed "

  Incorrect Answers:

  Increased ability to focus on fixing technology instead of supporting people ... the is false. the primary reason for the service desk is to support the people Elimination of the need to escalate incidents to support teams ... automation won't

  necessarily eliminate escalation.

  Decrease in self-service incident logging and resolution ... this is incorrect... self-service incident is also being logged and documented. .

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

• Question 1057:

  Which statements about best practice is MOST correct?

  A. Customers are a source of best practice and will advise service providers how it should be implemented
  B. Internal experience is the only source of best practice because it is developed within the service provider
  C. ITIL is a source of best practice and is validated across a wide set of environments and situations
  D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider
  C. ITIL is a source of best practice and is validated across a wide set of environments and situations

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  Explanation

• Question 1058:

  When should a known error be raised?

  A. Only when the root cause is found and a workaround exists
  B. As soon as it becomes useful to do so
  C. Only when the error in the IT Service is found
  D. As soon as the major problem procedure is executed
  B. As soon as it becomes useful to do so

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  Explanation

• Question 1059:

  Which of the following service value system components help direct an organization, even through any changes to its management structure, work goals, or other areas?

  A. Governance
  B. Practices
  C. Continual Improvement
  D. Service Value Chain
  E. Guiding Principles
  E. Guiding Principles

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  Explanation

  The Guiding Principles are universal ITIL recommendations like 'Focus on Value' and 'Keep It Simple', helping organizations make consistent, value-driven decisions.

• Question 1060:

  Which is a definition of a risk cause?

  A. The impact of a risk on the stage and project tolerance
  B. The source of a risk
  C. The overall effect of a risk on the Business Case
  D. How likely a risk is to occur in a given project situation
  B. The source of a risk

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  Explanation