ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 1161:

  Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

  A. Service level management
  B. Service desk
  C. Continual improvement
  D. Change enablement
  A. Service level management

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  Explanation

  The purpose of the service level management practice is 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.

  Service level management provides the end-to-end visibility of the organization's services. To achieve this, service level management:

  establishes a shared view of the services and target service levels with customers ensures the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services performs service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers captures and reports on service issues, including performance against defined service levels.

  The skills and competencies for service level management include relationship management, business liaison, business analysis, and commercial/supplier management. The practice requires pragmatic focus on the whole service and not

  simply its constituent parts; for example, simple individual metrics (such as percentage system availability) should not be taken to represent the whole service

  Section 5. 2. 15 Page 202

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

• Question 1162:

  What is NOT within the scope of service catalogue management?

  A. Contribution to the definition of services
  B. Interfaces between all services and supporting services
  C. Interfaces between the service catalogue and service portfolio
  D. Fulfillment of business service requests
  D. Fulfillment of business service requests

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  Explanation

• Question 1163:

  Which practice ensures that a variety of access channels are available for users to report issues?

  A. Service desk
  B. Service level management
  C. Incident management
  D. Change enablement
  A. Service desk

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  Explanation

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

  Service desks provide a variety of channels for access. These include:

  phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others

  service portals and mobile applications, supported by service and request catalogues, and knowledge bases chat, through live chat and chatbots

  email for logging and updating, and for follow-up surveys and confirmations Unstructured emails can be difficult to process, but emerging technologies based on AI and machine learning are starting to address this

  walk-in service desks are becoming more prevalent in some sectors, e.g. higher education, where there are high peaks of activity that demand physical presence

  text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support

  public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.

  The best answer is "Service Desk"

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

• Question 1164:

  How should entries in the CSI register be categorized?

  A. Based on priority, urgency and impact to the business and to all its stakeholders
  B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
  C. Based on IT service name, cost to the business and expected outcomes to the customer
  D. Based on best improvement opportunities in the organization to achieve a competitive advantage
  B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term

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  Explanation

• Question 1165:

  Availability management is directly responsible for the availability of which of the following?

  A. IT services and components
  B. IT services and business processes
  C. Components and business processes
  D. IT services, components and business processes
  A. IT services and components

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  Explanation

• Question 1166:

  Fill in the missing word

  As part of the Keep it simple and practical guiding principle, when analyzing a practice, process, service, metric, or other improvement target, always as whether _____.

  A. It is cost-effective.
  B. it contributes to value creation
  C. It is working in an integrated way to handle its activities as a whole.
  D. it can lead to further improvement.
  B. it contributes to value creation

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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 1167:

  Which of the following are inputs to Problem Managements?

  1. Incident records

  2. Known errors

  3. CI information from the CMDB

  4. Information from other processes

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

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  Explanation

  Configuration Management maintains information about Configuration Items (CIs) and their relationships to support service delivery and control changes effectively.

• Question 1168:

  What are the two MAIN types of activity in problem management?

  A. Technical and service
  B. Resource and proactive
  C. Reactive and technical
  D. Proactive and reactive
  D. Proactive and reactive

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  Explanation

• Question 1169:

  Which value chain activity ensures that service components meet agreed specifications?

  A. Plan
  B. Design and transition
  C. Obtain/build
  D. Deliver and support
  C. Obtain/build

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  Explanation

  The Service Value Chain is covered in section 4. 5. Page 82

  

  There are Six Activities within SVC.

  plan

  The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

  improve

  The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management

  engage

  The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

  design and transition

  The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market obtain/build

  The purpose of the obtain/build value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications.

  deliver and support

  The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations

  So the best answer is Obtain/build

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

• Question 1170:

  Which statement about the 'service desk practice is CORRECT?

  A. It provides a link with stakeholders at strategic and tactical levels
  B. It carries out change assessment and authorization
  C. It investigates the cause of incidents
  D. It needs a practical understanding of the business processes
  D. It needs a practical understanding of the business processes

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  Explanation

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

  The service desk may not need to be highly technical, although some are. However, even if the service desk is fairly simple, it still plays a vital role in the delivery of services, and must be actively supported by its peer groups. It is also essential to understand that the service desk has a major influence on user experience and how the service provider is perceived by the users. Another key aspect of a good service desk is its practical understanding of the wider business context, the business processes, and the users. Service desks add value not simply through the transactional acts of, for example, incident

  logging, but also by understanding and acting on the business context of this action. The best answer is "It needs a practical understanding of the business processes " Reference:

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