ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1081:

  A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?

  A. Known error
  B. Incident
  C. Problem
  D. Event
  C. Problem

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  Explanation

  Known error

  A problem that has been analysed but has not been resolved.

  Incident

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

  Problem

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

  Every service has errors, flaws, or vulnerabilities that may cause incidents. They may include errors in any of the four dimensions of service management. Many errors are identified and resolved before a service goes live. However, some

  remain unidentified or unresolved, and may be a risk to live services. In ITIL, these errors are called problems and they are addressed by the problem management practice.

  Event

  Any change of state that has significance for the management of a service or other configuration item.

  The best answer is "Problem"

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

• Question 1082:

  Which ITIL Management Practice is concerned with minimizing the impact of an incident?

  A. Problem Management
  B. Incident Management
  C. Change enablement
  D. Monitoring and event management
  B. Incident 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 1083:

  Which practice forms a link between the service provider and the users of services?

  A. Change enablement
  B. Service level management
  C. Problem management
  D. Service desk
  D. Service desk

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  Explanation

  Change enablement is covered in section 5. 2. 4

  Service Level Management is covered in Section 5. 2. 15

  Problem Management is covered in 5. 2. 8

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

  The service desk is the link the bridges the service provider to the users of the service. User would contact the service desk if they need assistance such as something is not working or they want something that is new.

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

• Question 1084:

  Which statement BEST describes a service request?

  A. A request from a customer for a new service
  B. A generic description for the many types of request for change (RFC) that are received by the IT organization
  C. A high priority RFC from a senior manager
  D. A generic description for the many different types of demands that are placed upon the IT organization by the users
  D. A generic description for the many different types of demands that are placed upon the IT organization by the users

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  Explanation

• Question 1085:

  Which is the BEST example of a standard change?

  A. The review and authorization of a change requested by a customer
  B. The implementation of a critical software patch in response to a vendor security Issue
  C. The Installation of a software application in response to a service request
  D. The replacement of a component in response to a major incident
  C. The Installation of a software application in response to a service request

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  Explanation

  Standard Changes is covered in section 5. 2. 4 Change Enablement Page 159

  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.

  Service Request Management is covered in section 5. 2. 16 Page 199.

  Each service request may include one or more of the following:

  a request for a service delivery action (for example, providing a report or replacing a toner cartridge)

  a request for information (for example, how to create a document or what the hours of the office are)

  a request for provision of a resource or service (for example, providing a phone or laptop to a user, or providing a virtual server for a development team) a request for access to a resource or service

  (for example, providing access to a file or folder) feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team).

  The best answer is "The Installation of a software application in response to a service request"

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

• Question 1086:

  What should be considered as part of the 'partners and suppliers' dimension?

  A. The level of integration and formality involved in the relationships between organizations
  B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
  C. The information created, managed and used in the course of service provision and consumption
  D. The required skills and competencies of teams and individual members of the organization
  A. The level of integration and formality involved in the relationships between organizations

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  Explanation

  Partners and Suppliers is covered in section 3. 3 Page 46.

  Relationships between organizations may involve various levels of integration and formality. This ranges from formal contracts with clear separation of responsibilities, to flexible partnerships where parties share common goals and risks, and

  collaborate to achieve desired outcomes. Some relationship examples are shown in Table 3. 1. Note that the forms of cooperation described are not fixed but exist as a spectrum. An organization acting as a service provider will have a position

  on this spectrum, which will vary depending on its strategy and objectives for customer relationships. Likewise, when an organization acts as a service consumer, the role it takes on will depend on its strategy and objectives for sourcing and

  supplier management. When it comes to using partners and suppliers, an organization's strategy should be based on its goals, culture, and business environment. For example, some organizations may believe that they will be best served by

  focusing their attention on developing certain core competencies, using partners and suppliers to provide other needs. Other organizations may choose to rely as much as possible on their own resources, using partners and suppliers as little

  as possible. There are, of course, many variations between these two opposite approaches.

  The best answer is "The level of integration and formality involved in the relationships between organizations"

  Incorrect Answers:

  The required skills and competencies of teams and individual members of the organization .. . this is Organizations and people The information created, managed and used in the course of service provision and consumption ... this is a

  function of Information and technology The activities, workflows, controls and procedures needed to achieve the agreed objectives ... this falls under Value Streams and Processes.

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

• Question 1087:

  Which one of the following is concerned with policy and direction?

  A. Capacity management
  B. Governance
  C. Service design
  D. Service level management
  B. Governance

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  Explanation

• Question 1088:

  Which of the following examples could be considered the warranty of a cloud service?

  A. Conference call capabilities.
  B. Email Systems
  C. Employee scheduling
  D. 24/7 Uptime
  D. 24/7 Uptime

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  Explanation

  Warranty defines the assurance that a service will meet agreed conditions, focusing on availability, capacity, continuity, and security. It ensures the service is 'fit for use' and reliable for consumers.

• Question 1089:

  Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

  A. Focus on value
  B. Collaborate and promote visibility
  C. Think and work holistically
  D. Keep it simple and practical
  B. Collaborate and promote visibility

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  Explanation

  Focus on value Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.

  The focus on value principle encompasses many perspectives, including the experience of customers and users.

  Collaborate and promote visibility

  Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success. Achieving objectives requires information, understanding, and trust. Work and

  consequences should be made visible, hidden agendas avoided, and information shared to the greatest degree possible.

  Insufficient visibility of work leads to poor decision-making, which in turn impacts the organization's ability to improve internal capabilities. It will then become difficult to drive improvements as it will not be clear which ones are likely to have the

  greatest positive impact on results. To avoid this, the organization needs to perform such critical analysis activities as:

  understanding the flow of work in progress

  identifying bottlenecks, as well as excess capacity

  uncovering waste.

  Think and work holistically No service, or element used to provide a service, stands alone. The

  outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on its parts. Results are delivered to internal and external customers through the effective and

  efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements, which should all be coordinated to provide a defined value.

  Keep it simple and practical

  If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking

  to produce practical solutions that deliver results

  The best answer is "Collaborate and promote visibility"

  Incorrect Answers:

  Focus on value: This principle stresses aligning activities and outputs with stakeholder value, not specifically visualizing work or identifying bottlenecks.

  Think and work holistically: Focuses on understanding how system components interact, but not on visibility or waste identification.

  Keep it simple and practical: Encourages avoiding unnecessary complexity but does not emphasize workflow visibility or analysis of bottlenecks.

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

• Question 1090:

  Which change needs to be scheduled, assessed, and assessed, and authorized following a process?

  A. All of the options
  B. Emergency Change
  C. Standard Change
  D. Normal Change
  D. Normal Change

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  Explanation

  Change Enablement (formerly Change Management) aims to balance risk and value by authorizing, scheduling, and reviewing changes to minimize disruption.