ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 141:

  Which of the following statements is NOT applicable to a standard change?

  A. It is fully documented.
  B. It can be implemented without additional authorization
  C. It often initiated as a service request
  D. It must be implemented as soon as possible
  E. It can be low risk.
  D. It must be implemented as soon as possible

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  Explanation

  Service request: a user-originated request for information or a standard change.

• Question 142:

  Which of the following are managed by facilities management?

  1. Hardware within a data centre or computer room

  2. Applications

  3. Power and cooling equipment

  4. Recovery sites

  A. 1, 2 and 3 only
  B. All of the above
  C. 1, 3 and 4 only
  D. 1 and 3 only
  C. 1, 3 and 4 only

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  Explanation

• Question 143:

  Which Value chain Activity focuses on ensuring continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?

  A. Plan
  B. Improve
  C. Obtain/Build
  D. Engage
  B. Improve

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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 144:

  Which practice nurtures links with stakeholders at strategic and tactical levels?

  A. Service level management
  B. Relationship management
  C. Continual improvement
  D. Supplier management
  B. Relationship management

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  Explanation

  Service level management The purpose of the service level management practice is to set clear businessbased targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets

  Relationship management The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual

  improvement of relationships with and between stakeholders.

  Continual improvement The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the

  management of products and services.

  Supplier management The purpose of the supplier management practice is to ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating

  closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.

  The correct answer is "Relationship Management"

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

• Question 145:

  Which of the following should IT service continuity strategy be based on?

  1. Design of the service metrics

  2. Business continuity strategy

  3. Business impact analysis (BIA)

  4. Risk assessment

  A. 1, 2 and 4 only
  B. 1, 2 and 3 only
  C. 2, 3 and 4 only
  D. 1, 3 and 4 only
  C. 2, 3 and 4 only

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  Explanation

• Question 146:

  Which of the following factors may influence an organization's strategy when using suppliers?

  1. Strategic focus

  2. Corporate Culture

  3. Subject Matter expertise

  A. none of the options
  B. 1
  C. all of the options
  D. 3
  E. 2
  C. all of the options

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  Explanation

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

• Question 147:

  How are target resolution times used in the 'incident management' practice?

  A. They are agreed, documented, and communicated to help set user expectations
  B. They are established, reviewed, and reported to ensure that customers are happy with the service
  C. They are initiated, approved, and managed to ensure that predictable responses are achieved
  D. They are scheduled, assessed and authorized to reduce the risk of service failures
  A. They are agreed, documented, and communicated to help set user expectations

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  Explanation

  Incident Management is covered in section 5. 2. 5 Page 163.

  Incident management can have an enormous impact on customer and user satisfaction, and on how customers and users perceive the service provider. Every incident should be logged and managed to ensure that it is resolved in a time that

  meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that

  incidents with the highest business impact are resolved first.

  The best answer is "They are agreed, documented, and communicated to help set user expectations"

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

• Question 148:

  Which of the following are classed as stakeholders in service management?

  1. Customers

  2. Users

  3. Suppliers

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

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  Explanation

• Question 149:

  Which of the following combinations covers all the roles in Service Asset and Configuration Management?

  A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator
  B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
  C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
  D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager
  B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

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  Explanation

• Question 150:

  Which of the following models would be MOST useful in helping to define an organizational structure?

  A. RACI model
  B. Service Model
  C. Continual Service improvement (CSI) model.
  D. The Deming Cycle
  A. RACI model

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  Explanation