ITIL ITIL-FND Online Practice Questions and Exam Preparation

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
  A. Early Life Support

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  Explanation

• 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
  A. Whenever the workaround is used

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  Explanation

  solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents." Workaround is defined as "A Covered in Section 5. 2. 8 Problem

  Management. Page number 176/177.

  An effective incident workaround can become a permanent way of dealing with some problems when resolving the problem is not viable or cost-effective. In this case, the problem remains in the known error status, and the documented

  workaround is applied should related incidents occur. Every documented workaround should include a clear definition of the symptoms to which it applies. In some cases, workaround application can be automated.

  The best answer to select is "Whenever the workaround is used".

  Incorrect Answers:

  "Whenever the workaround becomes a known error" .. A workaround would not be uses if it might cause an issue.

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

• 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.
  C. Ensuring that emergency changes are assessed for impact before implementation.

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  Explanation

• 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
  D. A hierarchic escalation

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  Explanation

• 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
  D. Manage Incidents effectively through 1st, 2nd and 3rd line

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  Explanation

• 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
  A. Organizations should work through the steps of the model in the sequence in which they are presented

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  Explanation

  The Continual Improvement Model is covered in section 4. 6 Page 92

  Continual improvement takes place in all areas of the organization and at all levels, from strategic to operational. To maximize the effectiveness of services, each person who contributes to the provision of a service should keep continual

  improvement in mind, and should always be looking for opportunities to improve.

  The best Answer is "Organizations should work through the steps of the model in the sequence in which they are presented"

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

• 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
  B. Information and technology

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  Explanation

  

  The answer is "Information and technology"

  AI is technology and technology is a part of Information and technology.

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

• 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
  C. People, Process, Products, Partners

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  Explanation

• 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
  D. There is a single desk in one location serving the whole organization

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  Explanation

• 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)
  B. Patterns of business activity (PBA)

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  Explanation