ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1151:

  What is warranty?

  A. Assurance that a product or service will meet agreed requirements
  B. The amount of money spent on a specific activity or resource
  C. The functionality offered by a product or service to meet a particular need
  D. The perceived benefits, usefulness and importance of something
  A. Assurance that a product or service will meet agreed requirements

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  Explanation

  Warranty is discussed on section 2. 5. 4 Utility and Warranty. On page number 34

  Warranty is defined as "Assurance that a product or service will meet agreed requirements. Warranty can be summarized as `how the service performs' and can be used to determine whether a service is `fit for use'. Warranty often relates to

  service levels aligned with the needs of service consumers.

  This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security and continuity. A service may be said to

  provide acceptable assurance, or `warranty', if all defined and agreed conditions are met."

  So the answer is "Assurance that a product or service will meet agreed requirements"

  Incorrect answers

  "The amount of money spent on a specific activity or resource" is the definition on of costs. Page 32 Section 2. 5. 2

  "The functionality offered by a product or service to meet a particular need" is the definition of utility Page 34. Section 2. 5. 4

  "The perceived benefits, usefulness and importance of something" is the definition of value. Page number 20. Section 2. 1

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

• Question 1152:

  Which of the following would commonly be in a contract underpinning an IT service?

  (1)

  Marketing information

  (2)

  Contract description and scope

  (3)

  Responsibilities and dependencies

  A. 1 and 2 only
  B. 1 and 3 only
  C. 2 and 3 only
  D. None of the above
  C. 2 and 3 only

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  Explanation

• Question 1153:

  Your organization is concerned with the lack of trend analysis of incident records. With which management practice would this cause an issue?

  A. Incident Management
  B. Problem Management
  C. Monitoring and event Management
  D. Service Level Management
  B. Problem Management

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  Explanation

  Monitoring and Event Management ensures visibility across services by detecting, analyzing, and responding to events that could impact service operations or performance.

• Question 1154:

  Which is NOT an example of a pattern of business activity (PBA)?

  A. The seasonal variation in customer purchases from a supermarket
  B. The peak period usage of counter services in a retail bank
  C. The capacity usage of the network supporting service
  D. The tendency for a government agency to submit its regulatory reports just before the deadline
  D. The tendency for a government agency to submit its regulatory reports just before the deadline

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  Explanation

• Question 1155:

  What is defined as a change of state that has significance for the management of an IT service?

  A. Event
  B. Incident
  C. Problem
  D. Known error
  A. Event

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  Explanation

  Event Any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.

  Incident An unplanned interruption to a service or reduction in the quality of a service.

  Problem A cause, or potential cause, of one or more incidents.

  Known error A problem that has been analysed but has not been resolved.

  The correct answer is "Event"

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

• Question 1156:

  Identify the missing words from the following sentence.

  A person or group who authorizes a change is known as a _______.

  A. Service Desk
  B. Organization
  C. Change Authority
  D. Change Analyzer
  C. Change Authority

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  Explanation

  Change Enablement (formerly Change Management) aims to balance risk and value by authorizing, scheduling, and reviewing changes to minimize disruption.

• Question 1157:

  Which of the following statements is/are CORRECT about a major incident?

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

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  Explanation

  Incident Management focuses on restoring normal service operations quickly to minimize the impact of unplanned interruptions or service degradations.

• Question 1158:

  Which of the following supplier management activities includes classifying suppliers after a contract has been newly awarded, after a contract has been updated, or on a periodic basis?

  A. Supplier Categorization
  B. Performance management
  C. Supplier and contact Management
  D. Evaluation of Suppliers and contacts.
  A. Supplier Categorization

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  Explanation

  Supplier Management maintains positive supplier relationships, ensures contract compliance, and monitors performance to support service quality.

• Question 1159:

  Which of the following types of service should be included in the scope of service portfolio management?

  1. Those planned to be delivered

  2. Those being delivered

  3. Those that have been withdrawn from service

  A. 1 and 3 only
  B. All of the above
  C. 1 and 2 only
  D. 2 and 3 only
  B. All of the above

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  Explanation

• Question 1160:

  Which one of the following is the BEST description of a service level agreement (SLA)?

  A. The part of a contract that specifies the responsibilities of each party
  B. An agreement between the service provider and an internal organization
  C. An agreement between a service provider and an external supplier
  D. An agreement between the service provider and their customer
  D. An agreement between the service provider and their customer

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  Explanation