ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1141:

  Defining the processes needed to operate a new service is part of:

  A. Service Design: Design the processes
  B. Service Strategy: Develop the offerings
  C. Service Transition: Plan and prepare for deployment
  D. Service Operation: IT Operations Management
  A. Service Design: Design the processes

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  Explanation

• Question 1142:

  Which of the following would be most useful in helping to implement a workaround as quickly as possible?

  A. A capacity database
  B. A definitive media library
  C. A request for change
  D. A known error database
  D. A known error database

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  Explanation

• Question 1143:

  Which practice provides users with a way to get various requests arranged, explained and coordinated?

  A. Service level management
  B. Relationship management
  C. Continual improvement
  D. Service desk
  D. Service desk

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  Explanation

  Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.

  Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence. The key skill is to be able to fully understand and diagnose a specific incident in terms of business priority, and to take appropriate action to get this resolved, using available skills, knowledge, people, and processes

  Service Desk is covered in Section 5. 2. 14 Page 199.

  https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office.

• Question 1144:

  Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

  A. Business relationship management
  B. Service level management
  C. Availability management
  D. Change management
  D. Change management

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  Explanation

• Question 1145:

  Which of the following is the correct definition of an outcome?

  A. The results specific to the clauses in a service level agreement (SLA)
  B. The result of carrying out an activity, following a process or delivering an IT service
  C. All the accumulated knowledge of the service provider
  D. All incidents reported to the service desk
  B. The result of carrying out an activity, following a process or delivering an IT service

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  Explanation

• Question 1146:

  Which statement about change management is CORRECT?

  A. It optimizes overall business risk
  B. It optimizes financial exposure
  C. It ensures that all changes are authorized by the change advisory board (CAB)
  D. It ensures that service requests follow the normal change management process
  C. It ensures that all changes are authorized by the change advisory board (CAB)

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  Explanation

• Question 1147:

  Which of the following are examples of risks removed from consumers by a service?

  A. Failure of the consumer's service hardware
  B. Experiencing a security breach
  C. Lack of staff availability.
  A. Failure of the consumer's service hardware
  C. Lack of staff availability.

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  Explanation

  Warranty defines the assurance that a service will meet agreed conditions, focusing on availability, capacity, continuity, and security. It ensures the service is 'fit for use' and reliable for consumers.

• Question 1148:

  Which stakeholders co-create value in a service relationship?

  A. Investor and supplier
  B. Consumer and provider
  C. Provider and supplier
  D. Investor and consumer
  B. Consumer and provider

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  Explanation

  The is about Value Co-Creation which is covered in Section 2. 1.1. On Page number 20.

  There was a time when organizations self-identifying as `service providers' saw their role as delivering value to their customers in much the same way that a package is delivered to a building by a delivery company. This view treated the

  relationship between the service provider and the service consumer as mono-directional and distant. The provider delivers the service and the consumer receives value; the consumer plays no role in the creation of value for themselves. This

  fails to take into consideration the highly complex and interdependent service relationships that exist in reality.

  Increasingly, organizations recognize that value is co-created through an active collaboration between providers and consumers, as well as other organizations that are part of the relevant service relationships. Providers should no longer

  attempt towork in isolation to define what will be of value to their customers and users, but actively seek to establish mutually beneficial, interactive relationships with their consumers, empowering them to be creative collaborators in the

  service value chain. Stakeholders across the service value chain contribute to the definition of requirements, the design of service solutions and even to the service creation and/or provisioning itself (see section 4. 5).

  So best answer is "Consumer and Provider" from the available Selection

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

• Question 1149:

  A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

  A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
  B. No: the Known Error should be created before the problem is logged
  C. No: a known error record is created when the original incident is raised
  D. No: a known error record should be created with the next release of the service
  A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

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  Explanation

• Question 1150:

  Which process is responsible for the availability, confidentiality and integrity of data?

  A. Service catalogue management
  B. Service asset and configuration management
  C. Change management
  D. Information security management
  D. Information security management

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  Explanation