ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 151:

  Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

  A. Monitoring and event management
  B. Incident management
  C. Service level management
  D. IT asset management
  C. Service level management

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  Explanation

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

  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.

  https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office.

• Question 152:

  What should be done first when applying the 'focus on value' guiding principle?

  A. Identify all suppliers and partners involved in the service
  B. Determine the cost of providing the service
  C. Identify the outcomes that the service facilitates
  D. Determine who the service consumer is in each situation
  D. Determine who the service consumer is in each situation

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  Explanation

  Focus The Value is covered in section 4. 3. 1. In section 4. 3. 1.1 Who is the service consumer?

  When focusing on value, the first step is to know who is being served. In each situation the service provider must, therefore, determine who the service consumer is and who the key stakeholders are (for example, customers, users, or

  sponsors; see section 2. 2 for more details). In doing this, the service provider should consider who will receive value from what is being delivered or improved.

  Determine who the service consumer is in each situation

  According to the ITIL Foundation, ITIL 4 Edition (Axelos, 2019), the guiding principle";Focus on valu"; emphasizes that all activities within an organization should contribute to value creation for stakeholders. To apply this principle effectively,

  the first step is to **determine who the service consumer is in each situation**. Only after identifying the consumer can an organization understand what outcomes they value, what costs and risks are acceptable, and what service attributes

  are important.

  Section Reference:

  Chapter 4 ?The Guiding Principles, Section 4. 3. 1 "Focus on value" (approximately pages 73?6 in most printings).

  In this section, ITIL explains that understanding and identifying the service consumer is essential before determining value. The service provider must see value from the consumer's perspective and ensure all actions, resources, and

  processes contribute to that consumer-defined value.

  Why Other Options Are Incorrect:

  Identify all suppliers and partners involved in the service: Important later, but not the first step. Suppliers and partners are relevant only once the consumer and outcomes are understood.

  Determine the cost of providing the service: Cost analysis follows after value and outcomes are identified; cost alone does not determine value.

  Identify the outcomes that the service facilitates: This step comes after identifying the consumer, as the consumer's needs define which outcomes matter.

  Summary:

  The first action when applying the 'Focus on value' guiding principle is to determine who the service consumer is in each situation. This aligns with ITIL 4 Foundation (Axelos, 2019, Section 4. 3. 1), which defines value in terms of what is

  important to the consumer.

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

• Question 153:

  Which process is responsible for managing all service requests from users?

  A. Change fulfillment
  B. Incident management
  C. Request fulfillment
  D. Event management
  C. Request fulfillment

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  Explanation

• Question 154:

  Which is a purpose of the 'service level management' practice?

  A. To establish and nurture the links between the organization and its stakeholders
  B. To ensure that the organization's suppliers and their performance are managed appropriately
  C. To set clear business-based targets for service levels
  D. To support the agreed quality of a service handling all agreed, user-initiated service requests
  C. To set clear business-based targets for service levels

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  Explanation

  Lets over each possible answer:

  To establish and nurture the links between the organization and its stakeholders this covers Relationship management

  To ensure that the organization's suppliers and their performance are managed appropriately this covers Supplier Management

  To support the agreed quality of a service handling all agreed, user-initiated service requests this covers Service Request Management

  Now we have "To set clear business-based targets for service levels" looks the key words ... business-based targets which maps to Service Level Management Practice

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

• Question 155:

  The BEST description of the purpose of Service Operation is?

  A. To decide how IT will engage with suppliers during the Service Management Lifecycle
  B. To proactively prevent all outages to IT Services
  C. To deliver and support IT Services at agreed levels to business users and customers
  D. To design and build processes that will meet business needs
  C. To deliver and support IT Services at agreed levels to business users and customers

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  Explanation

• Question 156:

  Which phase of problem management includes the regular assessment of the effectiveness of workarounds?

  A. Problem identification
  B. Problem control
  C. Error control
  D. Problem analysis
  C. Error control

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  Explanation

  Problem Management is covered in section 5. 2. 8 Page 174.

  Problem identification activities identify and log problems. These include:

  performing trend analysis of incident records

  detection of duplicate and recurring issues by users, service desk, and technical support staff

  during major incident management, identifying a risk that an incident could recur

  analysing information received from suppliers and partners

  analysing information received from internal software developers, test teams, and project teams.

  Problem control activities include problem analysis, and documenting workarounds and known errors.

  For other problems, a way to fix the error should be found. This is a part of error control. Error control activities manage known errors, which are problems where initial analysis has been completed; it usually means that faulty components

  have been identified. Error control also includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits.

  Error control regularly re-assesses the status of known errors that have not been resolved, including overall impact on customers, availability and cost of permanent resolutions, and effectiveness of workarounds. The effectiveness of

  workarounds should be evaluated each time a workaround is used, as the workaround may be improved based on the assessment.

  The best answer is "Error Control"

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

• Question 157:

  What is known as a documented agreement between a service provider and a customer that identifies both the expected level of services and the services required?

  A. Service Level Agreement
  B. Work Instruction
  C. Service Offering
  D. Vision
  A. Service Level Agreement

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  Explanation

  Service Level Management ensures that measurable targets are agreed upon, documented in SLAs, and monitored to maintain transparency between provider and consumer.

• Question 158:

  Match the following activities with the Deming Cycle stages

  1. Monitor, Measure and Review

  2. Continual Improvement

  3. Implement Initiatives

  4. Plan for Improvement

  A. 1 Plan, 2 Do, 3 Check, 4 Act
  B. 3 Plan, 2 Do, 4 Check, 1 Act
  C. 4 Plan, 3 Do, 1 Check, 2 Act
  D. 2 Plan, 3 Do, 4 Check, 1 Act
  C. 4 Plan, 3 Do, 1 Check, 2 Act

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  Explanation

• Question 159:

  Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

  A. A Problem model
  B. A Service Improvement Plan (SIP)
  C. A Request for Change (RFC)
  D. A Business Case
  D. A Business Case

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  Explanation

• Question 160:

  Which guiding principle leads to a faster response to customer needs by time boxing activities and learning from the outputs of previous activities?

  A. Focus on value
  B. Progress iteratively with feedback
  C. Optimize and automate
  D. Collaborate and promote visibility
  B. Progress iteratively with feedback

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  Explanation

  The Guiding Principles is covered in section 4. 3 Page 58.

  Focus on value All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders. Progress iteratively with feedback

  Resist the temptation to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each effort will be sharper and easier to maintain Section 4. 3. 3. 2 Page 69

  Working in a timeboxed, iterative manner with feedback loops embedded into the process allows for: greater flexibility faster responses to customer and business needs the ability to discover and respond to failure earlier an overall improvement in quality.

  Having appropriate feedback loops between the participants of an activity gives them a better understanding of where their work comes from, where their outputs go, and how their actions and outputs affect the outcomes, which in turn enables them to make better decisions

  Optimize and automate Organizations must maximize the value of the work carried out by their human and technical resources. The four dimensions model (outlined in Chapter 3) provides a holistic view of the various constraints, resource types, and other areas that should be considered when designing, managing, or operating an organization. Technology can help organizations to scale up and take on frequent and repetitive tasks, allowing human resources to be used for more complex decision-making. However, technology should not always be relied upon without the capability of human intervention, as automation for automation's sake can increase costs and reduce organizational robustness and resilience.

  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

  The best answer is "Progress iteratively with feedback"

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