ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 191:

  What are the three service provider business models?

  A. Internal service provider, outsourced 3rd party and off-shore party
  B. Internal service operations provider, external service operations provider, shared service unit
  C. Internal service provider, external service provider, outsourced 3rd party
  D. Internal service provider, external service provider, shared service unit
  D. Internal service provider, external service provider, shared service unit

  ---

  Explanation

• Question 192:

  When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?

  A. An organization should always use a single technique to ensure metrics are consistent
  B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
  C. An organization should always develop competencies in methodologies and techniques that will meet their needs
  D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
  C. An organization should always develop competencies in methodologies and techniques that will meet their needs

  ---

  Explanation

  Continual Improvement Practice is Covered in Section 5. 1.2 Page 110

  Excerpt of the text taken from Page number 111 Section 5. 1.2

  When assessing the current state, there are many techniques that can be employed, such as a strength, weakness, opportunity, and threat (SWOT) analysis, a balanced scorecard review, internal and external assessments and audits, or

  perhaps even a combination of several techniques. Organizations should develop competencies in methodologies and techniques that will meet their needs.

  The best answer is "An organization should always develop competencies in methodologies and techniques that will meet their needs"

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

• Question 193:

  What is defined as any financially valuable component that can contribute to the delivery of a service?

  A. Configuration item
  B. Product
  C. IT asset
  D. Event
  C. IT asset

  ---

  Explanation

  Configuration item

  Any component that needs to be managed in order to deliver an IT service.

  Product A configuration of an organization's resources designed to offer value for a consume.

  IT asset Any financially valuable component that can contribute to the delivery of an IT product or service.

  Event Any change of state that has significance for the management of a service or other configuration item

  The best answer to select is "IT asset"

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

• Question 194:

  Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

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

  ---

  Explanation

  This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.). The Four Dimension is covered in Chapter 3 Page 37

  Organizations and people: The complexity of organizations is growing, and it is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model

  Information and technology When applied to the SVS, the information and technology dimension includes the information and knowledge necessary for the management of services, as well as the technologies required. It also incorporates the relationships between different components of the SVS, such as the inputs and outputs of activities and practices.

  Partners and supplies

  The partners and suppliers dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. It also

  incorporates contracts and other agreements between the organization and its partners or suppliers.

  Value streams and processes

  Applied to the organization and its SVS, the value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and

  services. The dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.

  The best answer is " information and technology"

  https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4 Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office

• Question 195:

  What is a definition of a problem?

  A. An unplanned interruption to a service, or reduction in the quality of a service
  B. A cause, or potential cause, of one or more incidents
  C. An incident for which a full resolution is not yet available
  D. Any change of state that has significance for the management of a configuration item (CI)
  B. A cause, or potential cause, of one or more incidents

  ---

  Explanation

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

  A cause, or potential cause, of one or more incidents is the definition of a problem.

  Incorrect Answers:

  An unplanned interruption to a service, or reduction in the quality of a service ... this is definition of an incident.

  An incident for which a full resolution is not yet available .. This is known as a workaround

  Any change of state that has significance for the management of a configuration item (CI) .. this is known as an Event.

  https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

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

• Question 196:

  An IT service organization wants to provide a 24-hour service desk facility with each Service Desk in different geographical locations not working more than one shift. Which type of Service Desk organizational structure should the IT Service organization implement?

  A. Centralized Service Desk
  B. Follow-the-Sun Service Desk
  C. Virtual Service Desk
  D. Local Service Desk
  B. Follow-the-Sun Service Desk

  ---

  Explanation

  The Service Desk acts as the single point of contact between users and the service provider, managing incidents, requests, and communication effectively.

• Question 197:

  Access management is responsible for implementing policies defined in which process?

  A. Service portfolio management
  B. Information security management
  C. Change management
  D. Problem management
  B. Information security management

  ---

  Explanation

• Question 198:

  Which statement about metrics is CORRECT?

  A. Process metrics can be used to measure end-to-end service performance
  B. Technology metrics can be used to measure component performance and availability
  C. Process metrics can be used to measure the utilization of a supplier's network
  D. Technology metrics can be used to determine the overall health of a process
  B. Technology metrics can be used to measure component performance and availability

  ---

  Explanation

• Question 199:

  Which ITIL process is used to restore normal service operation as quickly as possible?

  A. Service level management
  B. Incident management
  C. Problem management
  D. Availability management
  B. Incident management

  ---

  Explanation

• Question 200:

  Which of the following is the BEST description of a Business Case?

  A. A decision support and planning tool that projects the likely consequences of a business action
  B. A portable device designed for the secure storage and transportation of important documents
  C. A complaint by the business about a missed service level.
  D. The terms and conditions in an IT outsource contract.
  A. A decision support and planning tool that projects the likely consequences of a business action

  ---

  Explanation