ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1071:

  Which two are considered part of the `organizations and people' dimension of service management?

  1. Systems of authority

  2. Culture

  3. Relationships between organizations

  4. Workflows

  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 four Dimension is covered in Chapter 3 Page 37

  The first dimension of service management is organizations and people.

  The effectiveness of an organization cannot be assured by a formally established structure or system of authority alone. The organization also needs a culture that supports its objectives, and the right level of capacity and competency among

  its workforce. It is vital that the leaders of the organization champion and advocate values which motivate people to work in desirable ways. Ultimately, however, it is the way in which an organization carries out its work that creates shared

  values and attitudes, which over time are considered the organization's culture.

  As an example, it is useful to promote a culture of trust and transparency in an

  organization that encourages its members to raise and escalate issues and facilitates corrective actions before any issues have an impact on customers. Adopting the ITIL guiding principles can be a good starting point for establishing a

  healthy organizational culture (see section 4. 3).

  So the make the best answers: Statement 1 and Statement 2

  Incorrect Answers:

  Statement 3 .. the would be considered part of Partners and Suppliers

  Statement 4 ... Workflows. This would be considered part of Value Streams and processes

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

• Question 1072:

  Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

  A. The ITIL Complementary Guidance
  B. The Service Support book
  C. Pocket Guides
  D. The Service Strategy book
  A. The ITIL Complementary Guidance

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  Explanation

• Question 1073:

  Which of the following should be done when closing an incident?

  1. Check the incident categorization and correct it if necessary

  2. Check that the user is satisfied with the outcome

  A. 1 only
  B. Both of the above
  C. 2 only
  D. Neither of the above
  B. Both of the above

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  Explanation

• Question 1074:

  Which is one of the five aspects of service design?

  A. Management information systems and tools
  B. Risk analysis and management approach
  C. Management policy for business case creation
  D. Corporate governance and policy
  A. Management information systems and tools

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  Explanation

• Question 1075:

  Which of the following statements is NOT correct about the Collaborate and promote visibility guiding principle.

  A. Exclusion is generally a better policy then inclusion.
  B. Working together in a way that leads to real accomplishment requires information, understanding, and trust.
  C. Cooperation and collaboration are better than isolated work.
  D. When improvement activity occurs in relative silence, assumptions, and rumors may prevail.
  A. Exclusion is generally a better policy then inclusion.

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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 1076:

  Which of the following is NOT one of the 17 service management practices under the ITIL Management Practices?

  A. Architecture Management
  B. Monitoring and event management
  C. Business Analysis
  D. Service Validation and testing
  E. Service continuity management
  F. Release Management
  A. Architecture Management

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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 1077:

  What describes how components and activities work together to facilitate value creation?

  A. The ITIL service value system
  B. The ITIL guiding principles
  C. The four dimensions of service management
  D. A service relationship
  A. The ITIL service value system

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  Explanation

  The ITIL service value system

  The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation. Each organization's SVS has interfaces with other organizations, forming an ecosystem that can in turn

  facilitate value for those organizations, their customers, and other stakeholders.

  The ITIL guiding principles

  A guiding principle is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. A guiding principle is universal and enduring.

  The four dimensions of service management

  To support a holistic approach to service management, ITIL defines four dimensions that collectively are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services. These

  are:

  organizations and people

  information and technology

  partners and suppliers

  value streams and processes.

  These four dimensions represent perspectives which are relevant to the whole SVS, including the entirety of the service value chain and all ITIL practices. The four dimensions are constrained or influenced by several external factors that are

  often beyond the control of the SVS.

  A service relationship-

  A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.

  The best answer is "The ITIL service value system"

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

• Question 1078:

  Identify the missing word in the following sentence.

  The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

  A. costs
  B. users
  C. value
  D. performances
  D. performances

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  Explanation

  Supplier Management Practice is covered in section 5. 1.13 on page 142.

  The purpose of the supplier management practice is to ensure that the "organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating

  closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure."

  The answer is "Performances"

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

• Question 1079:

  Which statement about standard changes is CORRECT?

  A. A full assessment should be completed each time the change is implemented
  B. The change can be implemented with less testing if necessary
  C. The appropriate change authority should be assigned to each type of change
  D. The change does not require additional authorization
  D. The change does not require additional authorization

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  Explanation

  Standard Changes are part of Change Enablement which is covered in section 5. 2. 4 Page 154

  Standard Changes is covered on Page 160.

  These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests, but may also be operational changes.

  When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is

  implemented; it only needs to be done if there is a modification to the way it is carried out.

  The best answer is "The change does not require additional authorization"

  Incorrect Answers:

  A full assessment should be completed each time the change is implemented .. This is incorrect.... A full Assessment should only completed when the procedure is created or modified.

  The change can be implemented with less testing if necessary ... This is incorrect.. This would be an Emergency Change.

  The appropriate change authority should be assigned to each type of change ... this is true for all Change Model but is not solely part of standard change which why this is not the correct answer.

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

• Question 1080:

  Which practice handles all pre-defined user-initiated service actions?

  A. Deployment management
  B. Incident management
  C. Service level management
  D. Service request management
  D. Service request management

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  Explanation

  Deployment management The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.

  Incident management The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

  Service level management The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

  Service request management

  The practice of supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

  The correct answer is "Service request management"

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