ITIL-FND Exam Details

  • Exam Code
    :ITIL-FND
  • Exam Name
    :ITIL Foundation - IT Service Management
  • Certification
    :ITIL Certifications
  • Vendor
    :ITIL
  • Total Questions
    :1184 Q&As
  • Last Updated
    :May 26, 2026

ITIL ITIL-FND Online Questions & Answers

  • Question 171:

    Which of the following provides resources to resolve operational and support issues during Release and Deployment?

    A. Early Life Support
    B. Service Test Manager
    C. Evaluation
    D. Release Packaging and Build Manager

  • Question 172:

    When should the effectiveness of a problem workaround be assessed?

    A. Whenever the workaround is used
    B. Whenever the problem is resolved
    C. Whenever the workaround becomes a known error
    D. Whenever the problem is prioritized

  • Question 173:

    Which is NOT within the scope of service transition?

    A. Managing major changes or new services into the operational environment.
    B. Defining how the service provider will meet the customer's required business outcomes.
    C. Ensuring that emergency changes are assessed for impact before implementation.
    D. Creating a logical model between the individual components and the overall service.

  • Question 174:

    An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.

    What has taken place?

    A. A functional escalation
    B. A service level escalation
    C. An incident resolution
    D. A hierarchic escalation

  • Question 175:

    In many organizations the role of Incident Manager is assigned to the Service Desk.

    It is important that the Incident Manager is given the authority to:

    A. Only manage Incidents effectively through 1st and 2nd line
    B. Only manage Incidents effectively through the 1st line
    C. Only manage Incidents effectively at the 3rd line
    D. Manage Incidents effectively through 1st, 2nd and 3rd line

  • Question 176:

    Which statement about the `continual improvement model' is CORRECT?

    A. Organizations should work through the steps of the model in the sequence in which they are presented
    B. The flow of the model helps organizations to link improvements to its goals
    C. The model is applicable to only certain parts of the service value system
    D. Organizations should use an additional model or method to link improvements to customer value

  • Question 177:

    Which dimension considers the application of artificial intelligence to service management?

    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

  • Question 178:

    Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

    A. People, Process, Partners, Suppliers
    B. People, Process, Products, Technology
    C. People, Process, Products, Partners
    D. People, Products, Technology, Partners

  • Question 179:

    Which of the following is the BEST description of a centralized service desk?

    A. The desk is co-located within or physically close to the user community it serves
    B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
    C. The desk provides 24 hour global support
    D. There is a single desk in one location serving the whole organization

  • Question 180:

    Which one of the following generates demand for services?

    A. Infrastructure trends
    B. Patterns of business activity (PBA)
    C. Cost of providing support
    D. Service level agreements (SLA)

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