ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 131:

  What role would be MOST suitable for someone with lots of experience working in IT and business roles?

  They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

  A. Service desk agent
  B. Problem analyst
  C. Service level manager
  D. Change authority
  C. Service level manager

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  Explanation

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

  Skills and competencies required for service level management include relationship management, business liaison, business analysis, and commercial/supplier management. A pragmatic focus on the whole service is required, as well as its

  constituent parts; for example, basic component metrics (such as percentage system availability) do not represent the whole service.

  The best answer is "Service level manager"

  In

  Service Desk Agent:

  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

  Problem analyst:

  Change authority:

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

• Question 132:

  Which one of the following is an objective of release and deployment management?

  A. To standardize methods and procedures used for efficient and prompt handling of all changes
  B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
  C. To ensure that the overall business risk of change is optimized
  D. To define and agree release and deployment plans with customers and stakeholders
  D. To define and agree release and deployment plans with customers and stakeholders

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  Explanation

• Question 133:

  Which is NOT a purpose of a Product Description?

  A. Define the time and cost needed to produce the product
  B. Define the quality skills required to check the product
  C. Define the function and appearance of the product
  D. Define the development skills required to produce the product
  B. Define the quality skills required to check the product

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  Explanation

• Question 134:

  Which of the following ITIL Managment practices is responsible for prevent recurring incidents?

  A. Problem Management
  B. Incident Management
  C. Monitoring and Event Management
  D. Information security Management
  A. 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 135:

  Which guiding principle discourages `silo activity'?

  A. Focus on value
  B. Start where you are
  C. Collaborate and promote visibility
  D. Keep it simple and practical
  C. Collaborate and promote visibility

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  Explanation

  Depending on the text the you have. In the original text. The ITIL Guiding Principle is covered in Section 4. 3 on page 58 or in the revision guide in Chapter 3 Page 8.

  Focus on value

  All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.

  Start where you are

  In the process of eliminating old, unsuccessful methods and creating something better, there can be great temptation to remove what has been done in the past and build something completely new. This is rarely a necessary or wise decision.

  This approach can be extremely wasteful, not only in terms of time, but also in terms of the loss of existing services, processes, people, and tools that could have significant value in the improvement effort. Do not start again without first

  considering what is already available to be leveraged.

  Collaborate and promote visibility

  When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance (because better information is available for decision-making), and increased likelihood of long-term success.

  Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success. Achieving objectives requires information, understanding, and trust. Work and

  consequences should be made visible, hidden a agendas avoided, and information shared to the greatest degree possible.

  From the revision guide "Inclusion is invariably better than exclusion. Cooperation and collaboration are better than isolated work, which is frequently referred to as `silo activity'."

  Keep it simple and practical

  Always use the minimum number of steps to accomplish an objective. Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes. If a process, service, action, or metric fails to provide value or

  produce a useful outcome, then eliminate it. Although this principle may seem obvious, it is frequently ignored, resulting in overly complex methods of work that rarely maximize outcomes or minimize cost.

  The best answer is "Collaborate and promote visibility"

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

  The 7 ITIL 4 Guiding Principles

• Question 136:

  Which one of the following is NOT a characteristic of a process?

  A. It is measureable
  B. It delivers specific results
  C. It responds to specific events
  D. It structure an organization
  D. It structure an organization

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  Explanation

• Question 137:

  Which one of the following is the BEST description of a major incident?

  A. An incident which is so complex that it requires root cause analysis before a workaround can be found
  B. An incident which requires a large number of people to resolve
  C. An incident logged by a senior manager
  D. An incident which has a high priority or a high impact on the business
  D. An incident which has a high priority or a high impact on the business

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  Explanation

• Question 138:

  Identity the missing word in the following sentence The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of __. and the CIs that support them, is available when and where it is needed

  A. organizations
  B. outcomes
  C. relationships
  D. services
  D. services

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  Explanation

  Service Configuration Management is covered in section 5. 2. 11 Page 186.

  The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes

  information on how CIs are configured and the relationships between them.

  The Answer is "Services"

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

• Question 139:

  Which practice identifies metrics that reflect the customer's experience of a service?

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

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  Explanation

  Continual improvement The practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.

  Service desk The practice of capturing demand for incident resolution and service requests.

  Service level management The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

  Problem management The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

  The best answer is "Service level management"

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

• Question 140:

  Which concept of service management is based on such aspects as availability, capacity, and continuity?

  A. Capability
  B. Resource
  C. Warranty
  D. Utility
  C. Warranty

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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.