ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 121:

  What aspect of `service level management' asks service consumers what their work involves and how technology helps them?

  A. Customer engagement
  B. Operational metrics
  C. Business metrics
  D. Customer feedback
  A. Customer engagement

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  Explanation

  Service Level Management is covered in section 5. 2. 15 Page 202

  Service level management requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:

  Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before.

  Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in `solution mode' and to build new, more constructive partnerships.

  The best answer is "Customer engagement"

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

• Question 122:

  The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?

  A. People, process, partners, performance
  B. Performance, process, products, plans
  C. People, process, products, partners
  D. People, products, plans, partners
  C. People, process, products, partners

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  Explanation

• Question 123:

  Which term describes if a service is fit for use?

  A. Serviceability
  B. Utility
  C. Warranty
  D. Availability
  C. Warranty

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  Explanation

• Question 124:

  Identify the missing words in the following sentence:

  Service relationship management is defined as "joint activities performed by a(n) _________ and a(n) ___________ to ensure continual value co-creation based on agreed and available service offerings."

  A. None of the options
  B. Service Provider, Service Consumer
  C. Organization, Service Consumer
  D. Organization, Stakeholder
  E. Service Provider, Stakeholder
  B. Service Provider, Service Consumer

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  Explanation

  This answer aligns with the ITIL 4 Foundation framework, which defines modern service management as a holistic approach integrating people, processes, technology, and partners to co-create value.

• Question 125:

  What does the continual service improvement (CSI) approach enable a business to achieve?

  A. It keeps the communication going within the business
  B. It helps the business in making decisions on improvement initiatives
  C. It helps the stakeholders understand their customers
  D. It dictates the way the business interacts with external suppliers
  B. It helps the business in making decisions on improvement initiatives

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  Explanation

• Question 126:

  Which one of the following is the BEST definition of the term service management?

  A. A set of specialized organizational capabilities for providing value to customers in the form of services
  B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
  C. The management of functions within an organization to perform certain activities
  D. Units of organizations with roles to perform certain activities
  A. A set of specialized organizational capabilities for providing value to customers in the form of services

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  Explanation

• Question 127:

  Which of the following statements is NOT correct about Organizations?

  A. They can hold many different roles at once.
  B. They can only be a team or a complex network of legal entities.
  C. The can be comprised of a single person.
  D. They create value for their stakeholders.
  B. They can only be a team or a complex network of legal entities.

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  Explanation

  This answer aligns with the ITIL 4 Foundation framework, which defines modern service management as a holistic approach integrating people, processes, technology, and partners to co-create value.

• Question 128:

  Which statement BEST represents the guidance on incident logging?

  A. Incidents must only be logged if a resolution is not immediately available
  B. Only incidents reported to the service desk can be logged
  C. All incidents must be fully logged
  D. The service desk decide which incidents to log
  C. All incidents must be fully logged

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  Explanation

• Question 129:

  What is the difference between the 'incident management' and 'service desk' practices?

  A. Incident management restores service operation, service desk provides communication with users
  B. incident management manages interruptions to service desk monitors achieved service quality
  C. incident management resolves issues, service desk investigates the underlying causes of issues
  D. incident management resolves complex issues, service desk resolve simpler issues.
  A. Incident management restores service operation, service desk provides communication with users

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  Explanation

  The difference between incident management and service desk is the incident management is about restoring interruptions in service.

  Service desk are the ones who restores the service and provides the communication with the end users.

  So the best answer is "Incident management restores service operation, service desk provides communication with users"

  monitoring and event management

  incident management manages interruptions to service desk monitors achieved service quality ... this is false. the service desk does not monitor that is handled by incident management resolves issues, service desk investigates the

  underlying causes of issues ... this is false.. the service desk does not investigate .. that is a function of Problem Management incident management resolves complex issues, service desk resolve simpler issues. ... this is false. Problem

  Mananagement resolved complex issues where incident management resolve simpler issues.

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

• Question 130:

  Which practice has a strong influence on the user experience and perception of the service provider?

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

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  Explanation

  The service desk plays an important roles for the service provider.

  The Service Desk is the first point of contact when reporting an issue or a question about a service.

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

  The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

  so the Best Answer is the Service Desk.

  Incorrect Answers:

  Change Enablement is about implementing a change to a service or product or even introducing a new change.

  Service Level Management set the expectations on the service desk and service should perform.

  Supplier Management is about foster a relationship with a supplier.

  https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

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