ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1121:

  Which of the following is service transition planning and support NOT responsible for?

  A. Prioritizing conflicts for service transition resources
  B. Coordinating the efforts required to manage multiple simultaneous transitions
  C. Maintaining policies, standards and models for service transition activities and processes
  D. Detailed planning of the build and test of individual changes
  D. Detailed planning of the build and test of individual changes

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  Explanation

• Question 1122:

  What varies in size and complexity, and uses functions to achieve its objectives?

  A. A risk
  B. An organization
  C. A practice
  D. An outcome
  B. An organization

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  Explanation

  organization

  A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

  risk

  A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as

  negative outcomes.

  practice

  A set of organizational resources designed for performing work or accomplishing an objective.

  outcome

  A result for a stakeholder enabled by one or more outputs.

  Based off the definitions. ... The best answer is "An organization"

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

• Question 1123:

  Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

  A. Service level management
  B. Relationship management
  C. Service desk
  D. Monitoring and event management
  C. Service desk

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  Explanation

  Practices are covered in Chapter 5 Page 104

  Service level management

  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.

  Relationship management

  To establish and nurture the links between the organization and its stakeholders at strategic and technical levels, including identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

  Service desk

  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.

  Monitoring and event management

  To systematically observe services and service components, and to record and report selected changes of state identified as events. It identifies and prioritizes infrastructure, services, business processes, and information security events, and

  establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.

  Based on the purpose the best answer is "Service Desk"

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

• Question 1124:

  Which one of the following is the purpose of service level management?

  A. To carry out the service operations activities needed to support current IT services
  B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
  C. To create and populate a service catalogue
  D. To ensure that an agreed level of IT service is provided for all current IT services
  D. To ensure that an agreed level of IT service is provided for all current IT services

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  Explanation

• Question 1125:

  Which of the following activities does NOT apply to error control?

  A. Manage Known Error
  B. Re-Assessment of the Effectiveness of workarounds
  C. Document Workarounds
  D. Identification of potential permanent solutions
  C. Document Workarounds

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  Explanation

  This answer aligns with the ITIL 4 Foundation framework, which defines modern service management as a holistic approach integrating people, processes, technology, and partners to co-create value.

• Question 1126:

  Which statement about the use of measurement in the `start where you are' guiding principle is CORRECT?

  A. It should always be used to support direct observation
  B. It should always be used instead of direct observation
  C. Measured data is always more accurate than direct observation
  D. The act of measuring always positively impacts results
  A. It should always be used to support direct observation

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  Explanation

  Start Where you are is covered in section 4. 3. 2 starting on page number 65.

  The use of measurement is important to this principle. It should, however, support but not replace what is observed, as over-reliance on data analytics and reporting can unintentionally introduce biases and risks in decision-making.

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

• Question 1127:

  Which of the following do Service Metrics measure?

  A. Processes and functions
  B. Maturity and cost
  C. The end to end service
  D. Infrastructure availability
  C. The end to end service

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  Explanation

• Question 1128:

  Which BEST describes the purpose of the CSI register?

  A. To capture, record and prioritize all improvement opportunities
  B. To store details of all component CIs and their interfaces
  C. To be a central repository for all IT service management related information
  D. To record details of all live services and their service targets
  A. To capture, record and prioritize all improvement opportunities

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  Explanation

• Question 1129:

  Find the missing word.

  Automation typically refers to the use of _____ to perform a step or series of steps correctly and consistently with limited to no human intervention.

  A. technology
  B. optimization
  C. guiding principle
  D. governance
  A. technology

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  Explanation

  The Guiding Principles are universal ITIL recommendations like 'Focus on Value' and 'Keep It Simple', helping organizations make consistent, value-driven decisions.

• Question 1130:

  In which document would you expect to see an overview of actual service achievements against targets?

  A. Operational level agreement(OLA)
  B. Capacity plan
  C. Service level agreement(SLA)
  D. SLA monitoring chart(SLAM)
  D. SLA monitoring chart(SLAM)

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  Explanation