ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1061:

  What are the MOST important skills required by service desk staff?

  A. Incident analysis skills
  B. Technical skills
  C. Problem resolution skills
  D. Supplier management skills
  A. Incident analysis skills

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  Explanation

  Service Desk is covered on section 5. 2. 14 page number 199

  Excerpt from page 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.

  The agent at the Service Desk may not be technical at all. There are in fact customer service and the face of the IT department. The service desk must be ready to classify ticket according based on the issue and assign to the proper group.

  So the most appropriate selection is "Incident analysis skills"

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

• Question 1062:

  Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

  A. Business Objectives, IT Objectives, Process Metrics
  B. Process Models, Goals and Objectives
  C. Vision and Strategy, Tactical Goals and Operational Goals
  D. Business and IT Strategy and Process Definitions
  C. Vision and Strategy, Tactical Goals and Operational Goals

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  Explanation

• Question 1063:

  Which process lists "Understanding patterns of business activity" as a major role?

  A. Demand Management
  B. Supplier Management
  C. Service Desk
  D. Request Fulfillment
  A. Demand Management

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  Explanation

• Question 1064:

  Which of the following tools can be implemented to log a service event with an IT Service Desk?

  1. Phone Calls

  2. Web Interface

  3. Menu-driven application

  4. Automatically reported infrastructure events

  A. Options 3 Only
  B. All of the Systems
  C. 2
  D. 4
  E. 1
  B. All of the Systems

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  Explanation

  Monitoring and Event Management ensures visibility across services by detecting, analyzing, and responding to events that could impact service operations or performance.

• Question 1065:

  Which is the definition of an IT asset?

  A. Any financially valuable component that contributes to a service
  B. Any request from a user that is a normal part of service delivery
  C. Any component that needs to be managed to deliver a service
  D. Any change of state that has significance for the management of a service
  A. Any financially valuable component that contributes to a service

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  Explanation

  IT Asset is covered in IT Asset Management in section 5. 2. 6 Page 167

  The book definition of IT Asset "Any financially valuable component that can contribute to the delivery of an IT product or service."

  So the best answer is "Any financially valuable component that contributes to a service "

  Incorrect Answers:

  Any change of state that has significance for the management of a service .... this defines what an Event is Any component that needs to be managed to deliver a service ... this defines an Configuration Item

  Any request from a user that is a normal part of service delivery ... this defines a service request

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

• Question 1066:

  Which service lifecycle stage supports the creation of a portfolio of quantified services?

  A. Service strategy
  B. Service design
  C. Service level management
  D. Service operation
  A. Service strategy

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  Explanation

  Section: 2. 3. 1 ?The ITIL service value system and the service value chain (legacy alignment with service lifecycle concepts) (See also prior ITIL v3 lifecycle context summarized in Annex A, p. 154) and Section 5. 1.8 ?Service portfolio management, pp. 131?32.

  Although ITIL 4 no longer formally uses "lifecycle stages" (as ITIL v3 did), the concepts are mapped -- and the creation and management of a quantified service portfolio is still aligned with the Service Strategy stage in ITIL v3, which directly informs Service Portfolio Management in ITIL 4.

  In ITIL, the Service Strategy stage (legacy concept retained for context) is responsible for defining services and the strategic approach to managing them. This includes the creation and maintenance of the service portfolio, which contains information about all services (in development, live, or retired).

  From Axelos (2019, p. 131) under Service Portfolio Management:

  "The purpose of the service portfolio management practice is to ensure that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment."

  This activity originates from Service Strategy, where:

  Services are quantified in terms of cost, value, and risk.

  The portfolio is created and managed as a strategic tool to guide service investment decisions.

  Therefore, Service Strategy is the lifecycle stage that supports the creation of a portfolio of quantified services.

  B. Service design

  Section: 2. 3. 1 (legacy mapping to ITIL v3) and 5. 1.2 ?Design and transition

  Service design focuses on the blueprints of services -- ensuring that new or changed services are designed effectively to meet requirements.

  It uses the service portfolio as input but does not create or quantify it.

  Its concern is design, not strategic quantification.

  C. Service level management

  Section: 5. 1.15 Service level management (pp. 140?42)

  This practice ensures that services meet agreed performance levels by managing SLAs and customer expectations.

  It measures service performance, not the strategic value or portfolio of services.

  It operates after services have been defined and delivered.

  D. Service operation

  Section: Legacy mapping to ITIL v3 "Service Operation" (p. 154)

  This stage focuses on day-to-day delivery and support of live services -- ensuring stability, responsiveness, and reliability.

  It runs services, not strategically defines or quantifies them.

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

• Question 1067:

  A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk.

  What should the service desk open?

  A. A problem record
  B. A service request
  C. An incident record
  D. An emergency request
  B. A service request

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  Explanation

• Question 1068:

  Which activity captures the demand for incident resolution and service requests?

  A. Change Enablement
  B. Problem management
  C. Service desk
  D. Service catalogue management
  C. Service desk

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  Explanation

  Below are the purpose of each practice.

  Change Enablement The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.

  Problem management The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

  Service desk The practice of capturing demand for incident resolution and service requests.

  Service catalogue management The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience.

  Based on the purposes above the best answer is "Service Desk"

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

• Question 1069:

  Which statement about output is correct?

  A. They consist of several outcomes.
  B. They capture customer demand for services
  C. They contribute to the achievement of outcomes
  D. They describes how the service performs.
  C. They contribute to the achievement of outcomes

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  Explanation

  Output is covered in section 2. 5. 1 Page 30.

  Output is defined as A tangible or intangible deliverable of an activity.

  An output is a part of the whole. A part of the Outcome.

  So the best answer is "They contribute to the achievement of outcomes"

  Incorrect Answers:

  They consist of several outcomes. - this is incorrect. Output do not contain outcomes. It is the reverse. Outcomes can contain one or more outputs.

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

• Question 1070:

  Which is a description of service provision?

  A. A formal description of one or more services, designed to address the needs of a service consumer
  B. Activities that an organization performs to deliver services
  C. A way to help create value by facilitating outcomes that service consumers need
  D. Cooperation between two organizations to ensure that a service delivers value
  B. Activities that an organization performs to deliver services

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  Explanation

  Service Provisioned is covered in section 2. 4. 1 Page 28

  Activities performed by an organization to provide services. Service provision includes:

  management of the provider's resources, configured to deliver the service

  ensuring access to these resources for users

  fulfilment of the agreed service actions

  service level management and continual improvement.

  Service provision may also include the supplying of goods.

  The correct answer is "Activities that an organization performs to deliver services "

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