ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1111:

  Which process is responsible for dealing with complaints, comments, and general enquiries from users?

  A. Service level management
  B. Service portfolio management
  C. Request fulfilment
  D. Demand management
  C. Request fulfilment

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  Explanation

• Question 1112:

  In service design, which term describes services, technologies and tools?

  A. People
  B. Partners
  C. Products
  D. Processes
  C. Products

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  Explanation

• Question 1113:

  Which of these should be logged and managed as a problem?

  A. A user requests delivery of a laptop
  B. A monitoring tool detects a change of state for a service
  C. Trend analysis shows a large number of similar incidents
  D. 'Continual improvement' needs to prioritize an improvement opportunity
  C. Trend analysis shows a large number of similar incidents

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  Explanation

  A user requests delivery of a laptop this is not the correct answer because this is a service request.

  A monitoring tool detects a change of state for a service this is not correct since this is covered under Monitoring and Event Management. Now the tool collects the logs which could be used for analysis. 'Continual improvement' needs to

  prioritize an improvement opportunity this is not correct either since Continual Improvement is not a problem.

  A cause, or potential cause, of one or more incidents" so we can inference that by using trend analysis from the all of the incidents in the tickets system is there a multiple Now lets look at the definition of a problem on page 176 as "

  tickets of a similar nature then that can be classified a problem. On can think a problem an incident at a larger scale. For example if a service desk raised a P1 or P2 incident depending on severity and who is impacted which would indicate a

  problem.

  Excerpt from page number 176

  Problem identification activities identify and log problems. These include:

  performing trend analysis of incident records

  detection of duplicate and recurring issues by users, service desk, and technical support staff

  during major incident management, identifying a risk that an incident could recur analysing information received from suppliers and partners

  analysing information received from internal software developers, test teams, and project teams.

  Making the correct answer "Trend analysis shows a large number of similar incidents"

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

• Question 1114:

  Which one of the following is NOT an aim of the change management process?

  A. To ensure the impact of changes are understood
  B. To ensure that changes are recorded and evaluated
  C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
  D. To deliver and manage IT services at agreed levels to business users
  D. To deliver and manage IT services at agreed levels to business users

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  Explanation

• Question 1115:

  Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  A. RACI model
  B. Incident model
  C. Continual service improvement (CSI) approach
  D. The Deming Cycle
  A. RACI model

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  Explanation

• Question 1116:

  Which practice has a purpose that includes managing authentication and non-repudation?

  A. Information security management
  B. IT Asset Management
  C. Change enablement
  D. Service Configuration management
  A. Information security management

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  Explanation

  Information security management The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

  IT Asset Management

  The practice of planning and managing the full lifecycle of all IT assets.

  Change enablement The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.

  Service Configuration management

  The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.

  The best answer is "Information security management" since Authentication is part of confidentiality.

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

• Question 1117:

  Which activity contributes to the `where are we now?' step of the `continual improvement' model?

  A. Executing improvement actions
  B. Performing baseline assessments
  C. Defining the improvement plan
  D. Understanding the business mission
  B. Performing baseline assessments

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  Explanation

  

  The correct answer is Performing baseline assessments.

  Incorrect Answers:

  Executing improvement actions .. Take Action

  Defining the improvement plan ... How do we get there?

  Understanding the business mission .. What is the vision?

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

• Question 1118:

  What is the CORRECT definition of service management?

  A. A set of specialized assets for transitioning services into the live operational environment
  B. A set of specialized organizational capabilities for delivering value to customers in the form of services
  C. The capability of suppliers to deliver services to providers in exchange for money
  D. The capability of service providers to minimize their costs without reducing the value of the services
  B. A set of specialized organizational capabilities for delivering value to customers in the form of services

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  Explanation

• Question 1119:

  What BEST describes the value of continual service improvement to the business?

  A. It supports the creation of a portfolio of quantified services
  B. It results in gradual improvement in cost effectiveness
  C. It improves governance by building controls into service designs
  D. It provides quick and effective access to standard services
  B. It results in gradual improvement in cost effectiveness

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  Explanation

• Question 1120:

  Which dimension includes the knowledge needed for the management of services?

  A. Organizations and people
  B. Value streams and processes
  C. Information and technology
  D. Partners and suppliers
  C. Information and technology

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  Explanation

  The Four Dimensions of Service Management is covered in Chapter 3 Page 37

  Organizations and people covered in section 3. 1 Page 40

  The complexity of organizations is growing, and it is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports

  its overall strategy and operating model.

  Information and technology covered in section 3. 2 page number 41

  When applied to the SVS, the information and technology dimension includes the information and knowledge necessary for the management of services, as well as the technologies required. It also incorporates the relationships between

  different components of the SVS, such as the inputs and outputs of activities and practices.

  Partners and suppliers covered in section 3. 3 page number 46

  The partners and suppliers dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. It also

  incorporates contracts and other agreements between the organization and its partners or suppliers.

  Value streams and processes covered in section 3. 4 Page number 48

  Applied to the organization and its SVS, the value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and

  services. The dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.

  Based on the Statements above the best answer is "Information and technology"

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