ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1101:

  Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

  A. External Customers
  B. Suppliers
  C. Operations
  D. External Consultants
  B. Suppliers

  ---

  Explanation

• Question 1102:

  Which gives a user access to a system?

  A. Service requirement
  B. Service agreement
  C. Service consumption
  D. Service provision
  D. Service provision

  ---

  Explanation

  Service provision 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.

  Service consumption Activities performed by an organization to consume services. Service consumption includes:

  management of the consumer's resources needed to use the service

  service actions performed by users, including utilizing the provider's resources, and requesting service actions to be fulfilled.

  Service consumption may also include the receiving (acquiring) of goods

  The best answer is "Service provision"

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

• Question 1103:

  What does the 'service request management' practice depend on for maximum efficiency?

  A. Self-service tools
  B. Compliments and complaints
  C. Processes and procedures
  D. Incident management
  C. Processes and procedures

  ---

  Explanation

  Service Request Management is covered in section 5. 2. 16 Page 207

  The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

  Based on the purpose the best answer "Processes and procedures"

  Incorrect Answers:

  Incident management .. this is a practice .. this is about restoring services as soon as possible from an interrruption

  Compliments and complaints ... this is a service request type

  Self-service tools ... this would be provided by Incident Management Reference: Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office

• Question 1104:

  When is it confirmed if a project's objectives have been achieved?

  A. During the Closing a Project process
  B. During the final end stage assessment
  C. During the Controlling a Stage process
  D. During the Managing Product Delivery process
  A. During the Closing a Project process

  ---

  Explanation

• Question 1105:

  Which competencies are required by the 'service level management' practice?

  A. Problem investigation and resolution
  B. Business analysis and commercial management
  C. Incident analysis and prioritization
  D. Balanced scorecard reviews and maturity assessment
  B. Business analysis and commercial management

  ---

  Explanation

  Service Level Management Practice is Covered in Section 5. 2. 15 On Page 202

  The skills and competencies for service level management include relationship management, business liaison, business analysis, and commercial/supplier management. The practice requires pragmatic focus on the whole service and not

  simply its constituent parts; for example, simple individual metrics (such as percentage system availability) should not be taken to represent the whole service.

  Based on the above excerpt the best choice is "Business analysis and commercial management"

  Incorrect Answers:

  Problem investigation and resolution is a skill of the Problem Management Practice

  Incident analysis and prioritization - is a skill required of the Service Desk Practice

  Balanced scorecard reviews and maturity assessment - is part of the Continual Improvement Practice

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

• Question 1106:

  What type of improvement should be achieved by using the Deming Cycle?

  A. Rapid, one-off improvement
  B. Return on investment within 12 months
  C. Quick wins
  D. Steady, ongoing improvement
  D. Steady, ongoing improvement

  ---

  Explanation

• Question 1107:

  Which is a purpose of the `service desk' practice?

  A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  B. To be the entry point and single point of contact for the service provider with all of its users
  C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
  D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
  B. To be the entry point and single point of contact for the service provider with all of its users

  ---

  Explanation

  The Service Desk is covered on topic 5. 2. 14 - Page 199

  The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

  Incorrect Answers:

  To minimize the negative impact of incidents by restoring normal service operation as quickly as possible -- this is the purpose of incident management To support the agreed quality of a service by handling all pre-defined, user-initiated

  service requests - this is the purpose of Service Request management To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels - this is the purpose of Relationship Management

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

• Question 1108:

  What helps diagnose and resolve a simple incident?

  A. Rapid escalation
  B. Formation of a temporary team
  C. The use of scripts
  D. Problem prioritization
  C. The use of scripts

  ---

  Explanation

  Incidents are covered under incident management which is section 5. 2. 5 page number 163

  Incorrect Answers:

  Rapid escalation would not diagnose or resolve a simple incident. An escalation is used when the service desk is not able to resolve the problem. Formation of a temporary team would not be the correct answer. A temporary team would be

  form when an escalation is made that would require all hand on deck such as a P1 Incident which is a critical outage where swarming is used.

  Problem prioritization is not correct either. It would not help diagnose and resolve simple incident.

  So by process of elimination the only one left to choose is "The use of scripts"

  Here is excerpt form page number 165

  There should be a formal process for logging and managing incidents. This process does not usually include detailed procedures for how to diagnose, investigate, and resolve incidents, but can provide techniques for making investigation and

  diagnosis more efficient. There may be scripts for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents. Investigation of more complicated incidents often requires

  knowledge and expertise, rather than procedural steps.

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

• Question 1109:

  What is the standard whereby a change becomes part of the Service request management practice?

  A. Cost is Low; Risk is high
  B. Cost and risk are low
  C. Cost and Risk are High
  D. Cost is high, Risk is low
  B. Cost and risk are low

  ---

  Explanation

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

• Question 1110:

  Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

  A. Change proposal
  B. Change policy
  C. Service request
  D. Risk register
  A. Change proposal

  ---

  Explanation