ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 181:

  What is a service?

  A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
  B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
  C. A tangible or intangible deliverable of an activity
  D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
  B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

  ---

  Explanation

  Service is defined in section 2. 3. 1 Page 26

  A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

  Incorrect Answers:

  A possible event that could cause harm or loss, or make it more difficult to achieve objectives - this is the definition of a risk.

  A tangible or intangible deliverable of an activity - this is definition of output.

  Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings - Definition of Service Action

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

• Question 182:

  Which is included in the purpose of the 'change enablement' practice?

  A. Make new and changed services available for use
  B. Ensure that risks have been property assessed
  C. Record and report selected changes of state
  D. Plan and manage the full lifecycle of all IT assets
  B. Ensure that risks have been property assessed

  ---

  Explanation

  Change enablement is covered in section 5. 2. 4 Page 159.

  The purpose of the change enablement practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

  The best answer is "Ensure that risks have been property assessed"

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

• Question 183:

  Which of the following statements about incident reporting and logging is CORRECT?

  A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
  B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
  C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
  D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services
  B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

  ---

  Explanation

• Question 184:

  What is the purpose of the `incident management' practice?

  A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  B. To capture demand for incident resolution and service requests
  C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
  D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
  A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

  ---

  Explanation

  So let review the options given:

  To capture demand for incident resolution and service requests - this is the purpose of the service desk

  To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents - this is the purpose of problem management

  To support the agreed service quality by effective handling of all agreed user-initiated service requests - this is the request of service request management

  So the leaves the following:

  To minimize the negative impact of incidents by restoring normal service operation as quickly as possible this is the purpose of Incident Management.

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

• Question 185:

  Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

  A. Change control
  B. Continual improvement
  C. Problem management
  D. Service desk
  C. Problem management

  ---

  Explanation

  Continual improvement is covered on section 5. 1.2 page 110

  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.

  Change Control is covered on section 5. 2. 4 Page 159

  The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

  Problem Management is covered on section 5. 2. 8 Page 175

  The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

  Service Desk is covered on section 5. 2. 14 Page 199

  The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

  Based on the above text the best answer is "Problem Management"

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

• Question 186:

  Which statement about `continual improvement' is CORRECT?

  A. All improvement ideas should be logged in a single `continual improvement register'
  B. A single team should carry out `continual improvement' across the organization
  C. `Continual improvement' should have minimal interaction with other practices
  D. Everyone in the organization is responsible for some aspects of `continual improvement'
  D. Everyone in the organization is responsible for some aspects of `continual improvement'

  ---

  Explanation

  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.

  On Page 112

  Continual improvement is everyone's responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement

  activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee's objectives, as well as in contracts with external

  suppliers and contractors.

  The best answer is "Everyone in the organization is responsible for some aspects of `continual improvement'"

  Incorrect Answers:

  All improvement ideas should be logged in a single `continual improvement register" .. this is not correct since there could be multiple CIRs. A single team should carry out `continual improvement' across the organization .. this is not correct

  since Continual Improvement includes everyone. `Continual improvement' should have minimal interaction with other practices ... this is incorrect since Continual Improvement should be integrated in every practice.

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

• Question 187:

  Which process works with incident management to ensure that security breaches are detected and logged?

  A. Change management
  B. Service level management
  C. Access management
  D. Continual service improvement
  C. Access management

  ---

  Explanation

• Question 188:

  Which set of functions, processes, methods, roles, and activities of a service provider provide value to the customer?

  A. Information and Technology
  B. Value Streams and processes
  C. Organizations and people
  D. Partners and suppliers
  E. Service Management
  E. Service Management

  ---

  Explanation

  A Value Stream is a series of steps that an organization uses to create and deliver products and services to consumers efficiently and effectively.

• Question 189:

  Which function is responsible for the closure of an incident record?

  A. Event management
  B. The service desk
  C. Either the service desk or an appropriate third party engineer
  D. Any appropriate function
  B. The service desk

  ---

  Explanation

• Question 190:

  Which statement about change authorities is CORRECT?

  A. Change authorities are only required for authorizing emergency changes
  B. Change authorities are assigned when each change is deployed
  C. Change authorities are only required for authorizing normal changes
  D. Change authorities are assigned for each type of change and change model
  D. Change authorities are assigned for each type of change and change model

  ---

  Explanation

  This is about Change Enablement which is covered in section 7. 3. 2 Page 52

  The person or group that authorizes a change is known as the change authority. Different change authorities should be assigned to each type of change. It is essential that the correct change authority is assigned to each type of change, to

  ensure that change enablement is both efficient and effective.

  The Best answer to select: Change authorities are assigned for each type of change and change model

  In

  Change authorities are only required for authorizing emergency changes ... this is false, there is also change authorize for Normal Changes as well and Standard Changes Change authorities are assigned when each change is deployed ...

  this is false, A change authority is assigned prior to deployment not after deployment. Change authorities are only required for authorizing normal changes ... this is false, there are charge authorities for Emergency and Standard Changes.

  Axelos. (2019). ITILv4 Foundation Revision Guide. Norwich: The Stationery Office.