ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 101:

  Which is NOT a component of the service value system?

  A. The service value chain
  B. Opportunity and demand
  C. Continual improvement
  D. Governance
  B. Opportunity and demand

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  Explanation

  

  Opportunity/Demand and Value are considered external factors in the Service Vale System. See Diagram Above.

  The best answer is "Opportunity and demand".

  See Section 4. 1 Page 54

  https://itsm.tools/the-itil-4-service-value-system-explained/

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

• Question 102:

  What is used as a tool to help define and measure performance?

  A. A continual improvement register
  B. An incident record
  C. A change schedule
  D. A service level agreement
  D. A service level agreement

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  Explanation

  The Service Level Agreement (SLA) is the formal tool used to define and measure service performance between the service provider and the service consumer. According to Axelos (2019, p. 141):

  "The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets."

  And further:

  "Service level agreements (SLAs) are used to document and agree on these targets, and to measure performance against them."

  An SLA includes:

  Defined performance metrics (e.g., response times, availability, resolution targets),

  Measurement criteria, and Reporting and review mechanisms to evaluate whether services are meeting expectations.

  Thus, an SLA is the tool that defines and measures performance in a structured and agreed manner, aligning service delivery with business objectives.

  Incorrect Answers Explained

  A. A continual improvement register (CIR)

  Section: 5. 1.2 ?Continual improvement

  Pages: 108?10 (Axelos, 2019)

  The CIR is used to record and manage improvement opportunities throughout the service lifecycle.

  It helps track what needs improvement and the progress of improvement initiatives.

  It supports performance enhancement but does not define or measure performance targets -- it's a record of improvement actions, not a measurement tool.

  B. An incident record

  Section: 5. 2. 5 ?Incident management

  Pages: 167?69 (Axelos, 2019)

  An incident record documents details of an incident (what happened, when, who reported it, actions taken, and resolution).

  It supports operational restoration of service.

  It is used to manage and track individual incidents, not to define or measure overall service performance against targets.

  C. A change schedule

  Section: 5. 2. 4 ?Change enablement

  Pages: 165?67 (Axelos, 2019)

  The change schedule provides a calendar or timetable of planned changes to services or infrastructure.

  It ensures that changes are coordinated to minimize disruption.

  It is used for planning and communication, not for defining or measuring service performance.

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

• Question 103:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)
  B. Customer and user satisfaction
  C. Service requirements and warranty
  D. Resources and capabilities
  D. Resources and capabilities

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  Explanation

• Question 104:

  What is the first dimension of service management?

  A. Information and Technology
  B. Organizations and people
  C. Partners and Suppliers
  D. Value Streams and Processes
  B. Organizations and people

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  Explanation

  A Value Stream is a series of steps that an organization uses to create and deliver products and services to consumers efficiently and effectively.

• Question 105:

  Which is included in the purpose of the `design and transition' value chain activity?

  A. Ensuring that service components are available when needed
  B. Providing transparency and good stakeholder relationships
  C. Supporting services according to specifications
  D. Continually meeting stakeholder expectations for costs
  D. Continually meeting stakeholder expectations for costs

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  Explanation

  Design and Transition is covered under section 4. 5. 4 on page 89.

  "The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market."

  Based on the text the best answer is "Continually meeting stakeholder expectations for costs"

  Incorrect answers:

  "Ensuring that service components are available when needed" describes Obtain/Build page 90. 4. 5. 5

  "Providing transparency and good stakeholder relationships." describes Engage on page number 88. Section 4. 5. 3

  "Supporting services according to specifications" describes deliver and support on page number 91 Section 4. 5. 6

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

• Question 106:

  How are groups, teams, departments and divisions classified?

  A. Processes
  B. Functions
  C. Roles
  D. Technicians
  B. Functions

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  Explanation

• Question 107:

  Identify the missing words from the following sentence.

  Regarding the Continual Improvement Model, "Organizational change management and __________ practices should be used to embed the changes in the organization and ensure that the improvements and the changed behaviours are not

  at risk of reversion."

  A. Service Level Management
  B. Knowledge Management
  C. Problem Management
  D. Service Request Management
  B. Knowledge Management

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  Explanation

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

• Question 108:

  Which of the following should be documented in an incident model?

  1. Details of the service level agreement (SLA) pertaining to the incident

  2.

  Chronological order of steps to resolve the incident

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

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  Explanation

• Question 109:

  Which entity is used to store and protect the authorized versions of all media Configuration Items (CIs)?

  A. Business Impact Analysis (BIA)
  B. Configuration management database (CMDB)
  C. Configuration Management System (CMS)
  D. Definitive Media Library (DML)
  D. Definitive Media Library (DML)

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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 110:

  What is the primary focus of component capacity management?

  A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
  B. Review of all capacity supplier agreements and underpinning contracts with supplier management
  C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
  D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
  C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

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  Explanation