ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1091:

  Which of the following questions does Service Strategy help answer with its guidance?

  (1)

  How do we prioritize investments across a portfolio?

  (2)

  What services to offer and to whom?

  (3)

  What are the Patterns of Business Activity (PBA)?

  A. 3 only
  B. 1 only
  C. 2 only
  D. All of the above
  D. All of the above

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  Explanation

• Question 1092:

  Which of the following BEST describes technical management?

  A. A function responsibilities for facilities management and building control systems
  B. A function that provides hardware repair services for technology involved in the delivery of service to customers
  C. Senior managers responsibilities for all staff within the technical support function
  D. A function that includes providing technical expertise and overall management of the IT infrastructure
  D. A function that includes providing technical expertise and overall management of the IT infrastructure

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  Explanation

• Question 1093:

  Which of the following statements is CORRECT?

  A. IT Service Continuity Management can only take place once Business Continuity Management has been established
  B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
  C. Business Continuity Management and IT Service Continuity Management must be established at the same time
  D. IT Service Continuity Management is not required when IT is outsourced to a third party provider
  B. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

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  Explanation

• Question 1094:

  A(n) ________ is a valuable component that supports the implementations of an IT service or product.

  A. Configuration Item (CI)
  B. Change
  C. Event
  D. IT Asset
  D. IT Asset

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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 1095:

  Which process would be used to compare the value that newer services have offered over those they have replaced?

  A. Availability management
  B. Capacity management
  C. Service portfolio management
  D. Service catalogue management
  C. Service portfolio management

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  Explanation

  The service portfolio management practice ensures that the organization has the right mix of services to balance investment in IT and deliver value to customers.

  According to Axelos (2019, p. 131):

  "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."

  It involves assessing and comparing the value, costs, and risks of services throughout their lifecycle -- including new services versus those they have replaced.

  This practice enables organizations to:

  Evaluate whether new or changed services provide more value than the old ones.

  Decide whether to retain, replace, or retire services.

  Manage the full lifecycle of all services in the portfolio -- proposed, in service, and retired.

  Hence, comparing the value delivered by newer services against those they replaced falls squarely under service portfolio management responsibilities.

  As per Axelos (2019, Section 5. 1.8), service portfolio management is responsible for managing the entire service lifecycle and ensuring that services provide optimal value. It specifically involves comparing the value of new or changed services with those they have replaced to support business decisions.

  A. Availability management

  Section: 5. 1.4 Availability management (pp. 123?24)

  This practice ensures that services deliver the agreed availability levels to meet customer and business needs.

  It focuses on uptime, reliability, and resilience -- not on comparing the value of new versus old services.

  Concerned with service performance, not service value assessment.

  B. Capacity management

  Section: 5. 1.6 Capacity and performance management (pp. 126?27)

  This practice ensures that services achieve agreed performance levels and that resources are available when needed.

  It deals with service capacity, throughput, and performance optimization.

  It does not compare business value between new and replaced services.

  D. Service catalogue management

  Section: 5. 1.9 Service catalogue management (pp. 132?33)

  This practice provides a single source of consistent information on all operational services and ensures that they are available to authorized users.

  It maintains the catalogue of available services, not the evaluation or comparison of their value.

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

• Question 1096:

  What three elements make up the Service Portfolio?

  A. Customer portfolio, service catalogue and retired services
  B. Customer portfolio, configuration management system and service catalogue
  C. Service pipeline, service catalogue and retired services
  D. Service pipeline, configuration management system and service catalogue
  C. Service pipeline, service catalogue and retired services

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  Explanation

• Question 1097:

  Which of the following are benefits to the business of implementing Service Transition?

  (1)

  Ability to adapt quickly to new requirements

  (2)

  Reduced cost to design new services

  (3)

  Improved success in implementing changes

  A. 1 and 2 only
  B. 2 and 3 only
  C. 1 and 3 only
  D. None of the above
  C. 1 and 3 only

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  Explanation

• Question 1098:

  What considerations influence the supplier strategy of an organization?

  A. Contracts and agreements
  B. Type of cooperation with suppliers
  C. Corporate culture of the organization
  D. Level of formality
  C. Corporate culture of the organization

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  Explanation

  Covered in section 3. 3 Partners and Suppliers Page 46

  Factors that may influence an organization's strategy when using suppliers include:

  Strategic focus Some organizations may prefer to focus on their core competency and to outsource non-core supporting functions to third parties; others may prefer to stay as self-sufficient as possible, retaining full control over all important

  functions.

  Corporate culture Some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons.

  Resource scarcity If a required resource or skillset is in short supply, it may be difficult for the service provider to acquire what is needed without engaging a supplier.

  Cost concerns A decision may be influenced by whether the service provider believes that it is more economical to source a particular requirement from a supplier.

  Subject matter expertise The service provider may believe that it is less risky to use a supplier that already has expertise in a required area, rather than trying to develop and maintain the subject matter expertise in house.

  External constraints Government regulation or policy, industry codes of conduct, and social, political or legal constraints may impact an organization's supplier strategy.

  Demand patterns Customer activity or demand for services may be seasonal or demonstrate high degrees of variability. These patterns may impact the extent to which organizations use external service providers to cope with variable

  demand.

  The best answer is "Corporate culture of the organization"

  Incorrect Answers:

  Contracts and agreements: "The partners and suppliers dimension ... incorporates contracts and other agreements between the organization and its partners or suppliers. These considerations depend on the supplier strategy, rather than

  influence it.'"

  Level of formality: Type of cooperation with suppliers: "The type of cooperation with suppliers depends on the supplier strategy, rather than influence it."

  "The level of formality depends on the form of cooperation, which in turn depends on the supplier strategy."

  Thus above are not considered influencers in ITIL's model--they derive from the strategy choice, rather than guide it.

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

• Question 1099:

  Which describes a standard change?

  A. A change that needs to be scheduled, assessed and authorized following a defined process
  B. A change that is typically implemented as a service request
  C. A high-risk change that needs very thorough assessment
  D. A change that must be implemented as soon as possible
  B. A change that is typically implemented as a service request

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  Explanation

  The is question relates to Change Control Section 5. 2. 4 Page 159.

  Standard Changes are defines as

  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."

  Based on the description above is "A change that is typically implemented as a service request"

  Incorrect Answers:

  "A change that needs to be scheduled, assessed and authorized following a defined process" This describes a Normal Change

  "A change that must be implemented as soon as possible" this describes an Emergency change.

  "A high-risk change that needs very thorough assessment" this is not a valid change.

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

• Question 1100:

  What are sources of best practice?

  A. Customers, suppliers, advisors
  B. Industry practices, academic research, training and education
  C. Substitutes, regulators, customers
  D. Competition, compliance, commitments
  B. Industry practices, academic research, training and education

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  Explanation