ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1131:

  Which benefit is MOST aligned with the guiding principle `progress iteratively with feedback'?

  A. Service providers are able to respond more quickly to customer needs
  B. Bottlenecks in the service provider's workflow are identified
  C. The complexities of the service provider's IT systems are identified
  D. The service provider gains a better understanding of the customer experience
  A. Service providers are able to respond more quickly to customer needs

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  Explanation

  Progress Intertively with Feedback is covered in Section 4. 3. 3 Page 68.

  Working in a timeboxed, iterative manner with feedback loops embedded into the process allows for:

  greater flexibility

  faster responses to customer and business needs

  the ability to discover and respond to failure earlier

  an overall improvement in quality.

  The best answer is Service providers are able to respond more quickly to customer needs"

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

• Question 1132:

  What should a service always deliver to customers?

  A. Applications
  B. Infrastructure
  C. Value
  D. Resources
  C. Value

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  Explanation

• Question 1133:

  Which practice makes new services available for use?

  A. Change enablement
  B. Release management
  C. Deployment management
  D. IT asset management
  B. Release management

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  Explanation

  Here are the purposes of each possible answer

  The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing Change Enablement - changes to proceed, and managing the

  change schedule.

  The purpose of the release management practice is to make new and changed services and features available for use.

  Release Managment The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It Deployment management - may also be involved i deploying

  components to other environments for testing or staging.

  The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets.

  IT asset management - Based the purposes provided: Release management

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

• Question 1134:

  Which ITIL Management practice is primarily concerned with Identity and rights of the users?

  A. Incident Management
  B. Information security management
  C. Deployment management
  D. Service Request management
  B. Information security management

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  Explanation

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

• Question 1135:

  Which statement about service offerings is CORRECT?

  A. Service offerings describe how providers and consumers cooperate to co-create value
  B. Service offerings include the transfer of goods from the consumer to the provider
  C. Each service should be described to consumers as a single service offering
  D. The same product can be used as a basis for more than one service offering
  D. The same product can be used as a basis for more than one service offering

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  Explanation

  Service Offering is covered in section 2. 3. 2 Page 26

  Services are offered to target consumer groups, and those groups may be either internal or external to the service provider organization. Different offerings can be created based on the same product, which allows it to be used in multiple

  ways to address the needs of different consumer groups. For example, a software service can be offered as a limited free version, or as a comprehensive paid-for version, based on one product of the service provider

  The best answer is "The same product can be used as a basis for more than one service offering" this embodies the guiding principle of "Start Where You Are"

  In

  Service offerings include the transfer of goods from the consumer to the provider ... this is false, goods are not transferred from consumer to the provider infact it is the exact opposite. Goods are transferred from the provider to the consumer.

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

• Question 1136:

  Which of the following is NOT part of service provision?

  A. Managing consumer's resources needed for the service.
  B. Ensuring user access to resources.
  C. Fullfilling agreed-upon service tasks.
  D. Enabling continual Improvement and service level management.
  A. Managing consumer's resources needed for the service.

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  Explanation

  Service Level Management ensures that measurable targets are agreed upon, documented in SLAs, and monitored to maintain transparency between provider and consumer.

• Question 1137:

  Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

  A. Service request management
  B. Continual improvement
  C. Change enablement
  D. Incident management
  B. Continual improvement

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  Explanation

  Continual improvement is covered in section 5. 1.2 Page 110

  When assessing the current state, there are many techniques that can be employed, such as a strength, weakness, opportunity, and threat (SWOT) analysis, a balanced scorecard review, internal and external assessments and audits, or

  perhaps even a combination of several techniques. Organizations should develop competencies in methodologies and techniques that will meet their needs.

  Best Answer:

  "Continual improvement"

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

• Question 1138:

  Which process includes business, service and component sub-processes?

  A. Capacity management
  B. Incident management
  C. Service level management
  D. Financial management
  A. Capacity management

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  Explanation

• Question 1139:

  Which service level metrics are BEST for measuring user experience?

  A. Single system-based metrics
  B. Metrics for the percentage of uptime of a service
  C. Operational metrics
  D. Metrics linked to defined outcomes
  D. Metrics linked to defined outcomes

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  Explanation

  This question covers a topic in Service Level Management practice which is covered in section 5. 2. 15 Page 202

  Service level metrics is normally part of the service level agreement. Section 5. 2. 15. 1 Page 203.

  A key requirement for a successful SLA is

  They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.

  Best selection to select is "Metrics linked to defined outcomes"

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

• Question 1140:

  Select the valid requests that could be included within a service request from the following:

  1. A request for a service delivery action.

  2. A request for information.

  3. A request for access to resource or service.

  4. A request for provision for a resource or service

  A. all of the options
  B. 1,2, and 3
  C. 2 and 4
  D. 1 and 2
  E. 2,3, and 4
  A. all of the options

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  Explanation

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