ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 111:

  Which of the following statements MOST correctly identifies the scope of design coordination activities?

  A. Only changes that introduce new services are included
  B. All changes are mandated to be included
  C. Only changes to business critical systems are included
  D. Any changes that would benefit the organization are included
  D. Any changes that would benefit the organization are included

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  Explanation

• Question 112:

  Which is the BEST definition of a Configuration Item (CI)?

  A. An item of hardware or software registered in the asset database
  B. A collection of information used to describe a hardware or software item
  C. An asset, service component or other item that is, or will be, under the control of Configuration Management
  D. Information recorded by the Service Desk when an Incident is reported
  C. An asset, service component or other item that is, or will be, under the control of Configuration Management

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  Explanation

• Question 113:

  Which statement about the `change enablement' practice is CORRECT?

  A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
  B. Normal changes are triggered by the creation of a change request which can be created manually or automated
  C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
  D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
  B. Normal changes are triggered by the creation of a change request which can be created manually or automated

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  Explanation

  Change Enablement is also known as Change Control which is covered in section 5. 2. 4.

  Standard changes are those that need to be scheduled, assessed and authorized following a standard process .. this statement is false. This describes the process of Normal Change. Assessment and authorization of normal changes should

  be expedited to ensure they can be implemented quickly - this statement is false. Normal Changes are not expedited. Emergency changes are expedited. There should be a separate change authority for standard changes which includes

  senior managers who understand the risks involved - this statement is false, A normal Change would use a Change Authority. A Standard Charge are pre- authorized.

  Normal changes are triggered by the creation of a change request which can be created manually or automated .. This statement is correct.

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

• Question 114:

  Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

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

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  Explanation

  The Change Enablement practice is responsible for assessing, authorizing, and managing risks associated with changes to services, processes, tools, or supplier arrangements.

  According to Axelos (2019, p. 165):

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

  schedule."

  When a supplier modifies a contract, it may introduce new risks to service delivery -- such as altered service levels, pricing, or responsibilities.

  Before the change is accepted and implemented, Change Enablement ensures that:

  Risks are identified and assessed,

  Stakeholders approve or reject the change, and

  Service continuity is protected.

  Therefore, this practice is most involved in evaluating and managing the risk to services caused by supplier contract modifications.

  Incorrect Answers Explained

  A. Incident management

  Section: 5. 2. 5 ?Incident management

  Pages: 167?69 (Axelos, 2019)

  Focuses on restoring normal service operation after disruptions.

  It deals with reactive resolution of incidents, not proactive risk assessment or contract changes.

  It would only become involved after an issue arises, not during contract evaluation.

  B. Service level management

  Section: 5. 1.15 ?Service level management

  Pages: 140?42 (Axelos, 2019)

  Ensures that agreed service targets are defined, monitored, and met.

  While it monitors supplier performance, it does not assess risks of contract changes.

  It might provide input to Change Enablement about potential impacts but isn't responsible for risk analysis.

  C. Service request management

  Section: 5. 2. 13 ?Service request management Pages: 177?78 (Axelos, 2019)

  Handles routine requests from users (e.g., password resets, software installs).

  It does not evaluate contractual or service risks.

  This practice manages predefined, low-risk actions, not supplier contract changes.

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

• Question 115:

  Which one of the following activities would be performed by access management?

  A. Providing physical security for staff at data centers and other buildings
  B. Managing access to computer rooms and other secure locations
  C. Managing access to the service desk
  D. Managing the rights to use a service or group of services
  D. Managing the rights to use a service or group of services

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  Explanation

• Question 116:

  Which statement about `continual improvement' is CORRECT?

  A. All improvement ideas should be logged in a single 'continual improvement register'
  B. A single team should carry out 'continual improvement' across the organization
  C. 'Continual improvement' should have minimal interaction with other practices
  D. Everyone in the organization is responsible for some aspects of 'continual improvement'
  D. Everyone in the organization is responsible for some aspects of 'continual improvement'

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  Explanation

  Continual Improvement is covered in section 5. 1.2 Page 110

  Continual improvement is everyone's responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement

  activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee's objectives, as well as in contracts with external

  suppliers and contractors.

  The Best Answer is Everyone in the organization is responsible for some aspects of `continual improvement'

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

• Question 117:

  Identity the missing word in the following sentence. Sponsor is the role that authorizes budget for service [?].

  A. management
  B. value
  C. consumption
  D. provision
  C. consumption

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  Explanation

  Sponsor is defined in section 2. 2. 2 Page 23

  Sponsor A person who authorizes budget for service consumption.

  Answer is "consumption"

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

• Question 118:

  Which is provided by the `engage' value chain activity?

  A. Ensuring that stakeholder expectations for quality are met
  B. Ensuring that stakeholder needs are understood by the organization
  C. Ensuring that service components are available when needed
  D. Ensuring that services are operated to meet agreed specifications
  B. Ensuring that stakeholder needs are understood by the organization

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  Explanation

  The service Value Chain is covered in Section 4. 5 Page 82

  Engage is covered in section 4. 5. 3 Page 83.

  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.

  Correct Answer is "Ensuring that stakeholder needs are understood by the organization"

  In

  Ensuring that service components are available when needed .. This is completed by Obtain/Build

  Ensuring that services are operated to meet agreed specifications ... This is Design and Transition

  Ensuring that stakeholder expectations for quality are met ... This is Deliver and Support

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

• Question 119:

  What is the BEST definition of an internal service?

  A. It is a supporting service delivered between functions of the IT service provider
  B. It is any customer-facing service delivered by an outsourced provider
  C. It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
  D. It is a service delivered between departments or business units in the same organization
  D. It is a service delivered between departments or business units in the same organization

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  Explanation

• Question 120:

  Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

  A. Focus on value
  B. Start where you are
  C. Think and work holistically
  D. Keep it simple and practical
  C. Think and work holistically

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  Explanation

  The Guiding principles are covered in section 4. 3 Page 58

  Focus on Value:

  Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.

  The focus on value principle encompasses many perspectives, including the experience of customers and users.

  Start where you are:

  Do not start from scratch and build something new without considering what is already available to be leveraged. There is likely to be a great deal in the current services, processes, programmes, projects, and people that can be used to

  create the desired outcome.

  The current state should b investigated and observed directly to make sure it is fully understood.

  Think and work holistically:

  No service, or element used to provide a service, stands alone. The outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on its parts. Results are

  delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements, which should all be coordinated to

  provide a defined value.

  Keep it simple and practical:

  If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking

  to produce practical solutions that deliver results.

  The best Answer is "Think and work holistically. " In Think and work holistically we need to under end to end of the system.

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