ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 161:

  What is an objective of event management?

  A. To maintain user satisfaction with the quality of IT services
  B. To detect changes of state that have significance for management of an IT service
  C. To provide a channel for users to receive standard services that they are expecting
  D. To minimize the impact of incidents due to service failures that cannot be prevented
  B. To detect changes of state that have significance for management of an IT service

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  Explanation

• Question 162:

  Which statement about outcomes is CORRECT?

  A. They are deliverables provided to service consumers.
  B. They allow service consumers to achieve a desired result.
  C. They provide products to service providers based on outputs.
  D. The co-create value for service providers by reducing costs and risks.
  B. They allow service consumers to achieve a desired result.

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  Explanation

  Outcomes is covered in section 2. 5. 1 Page 30

  Incorrect Answers:

  They are deliverables provided to service consumers. .... This is an Output.

  They provide products to service providers based on outputs. .. this is false, the provided products are based on Outcomes and not Outputs.

  The co-create value for service providers by reducing costs and risks. - This is the purpose of Service Relationships

  By process of elimination the correct answer is "They allow service consumers to achieve a desired result."

  https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts

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

• Question 163:

  Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

  A. Optimize and automate
  B. Start where you are
  C. Focus on value
  D. Progress iteratively with feedback
  D. Progress iteratively with feedback

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  Explanation

  Progress iteratively with feedback

  According to Axelos (2019), ITIL Foundation: ITIL 4 Edition, Section 4. 3. 4 ";The guiding principles ?Progress iteratively with feedba"t;), this guiding principle emphasizes the importance of taking action through small, manageable steps rather

  than overanalyzing or attempting to plan everything in detail before beginning. It encourages organizations to "do something" and learn from experience, using feedback to guide future improvements. This approach reduces the risk of

  analysis paralysis and allows faster value delivery.

  (Optimize and automate) is incorrect because this principle focuses on streamlining and improving efficiency through optimization and automation, not on iterative action.

  (Start where you are) is incorrect because it emphasizes assessing the current state before starting improvements, not the importance of taking immediate, incremental action.

  (Focus on value) is incorrect because it emphasizes ensuring all activities deliver value to stakeholders, not the concept of iterative progress.

  Axelos. (2019). ITIL Foundation: ITIL 4 Edition. Norwich: The Stationery Office. Section 4. 3. 4 (The guiding principles ?Progress iteratively with feedback).

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

• Question 164:

  Which of the following would be carried out as part of a post-project benefits review?

  A. An assessment of whether the project fulfilled its original objectives
  B. A review of the performance of the project's products in operational use and identification of whether there have been any side-effects
  C. An assessment of the project's risk management procedure
  D. A review of the performance of the project management method and the project management team
  B. A review of the performance of the project's products in operational use and identification of whether there have been any side-effects

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  Explanation

• Question 165:

  In which case would a problem be logged?

  A. When the causes identified but not resolved
  B. After a workaround is identified and documented
  C. When a user reports an unplanned service interruption
  D. After analysis or error information from a supplier
  D. After analysis or error information from a supplier

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  Explanation

  Problem is covered in Problem Management 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.

  When the causes identified but not resolved Incorrect Answers: When a user reports an unplanned service interruption ... this would be an incident After a workaround is identified and documented and After analysis or error information from a supplier are part of the Problem control phase. Reference:

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

• Question 166:

  Which practice can uncover issues that are managed through Continual Improvement?

  A. Incident management
  B. Problem Management
  C. Service level Management
  D. Knowledge Management
  B. Problem Management

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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 167:

  Which statement about Business Cases is TRUE?

  A. Business cases should focus on both the financial and non-financial impacts of the proposed project or service
  B. Business cases should only focus on the financial impacts of the proposed project to secure support and funding
  C. Business cases should only focus on the non-financial business impacts of the proposed project to secure proper high-level management support
  D. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets
  A. Business cases should focus on both the financial and non-financial impacts of the proposed project or service

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  Explanation

• Question 168:

  Which of the following statements is NOT true about a standard change?

  A. A defined trigger occurs that causes the change.
  B. The change is pre-authorized.
  C. The change's budget is predetermined or controlled by the requester.
  D. The risk of change is high.
  E. The change tasks are tested and documented.
  D. The risk of change is high.

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  Explanation

  Change Enablement (formerly Change Management) aims to balance risk and value by authorizing, scheduling, and reviewing changes to minimize disruption.

• Question 169:

  Which of the following is NOT a purpose of Service Transition?

  A. To ensure that a service can be managed, operated and supported
  B. To provide training and certification in project management
  C. To provide quality knowledge of Change, Release and Deployment Management
  D. To plan and manage the capacity and resource requirements to manage a release
  B. To provide training and certification in project management

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  Explanation

• Question 170:

  What are Request Models used for?

  A. Capacity Management
  B. Modeling arrival rates and performance characteristics of service requests
  C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
  D. Identifying frequently received user requests and defining how they should be handled
  D. Identifying frequently received user requests and defining how they should be handled

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  Explanation