ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 201:

  Which is an important principle of communication in service operation?

  A. Information should always be communicated
  B. It has an intended purpose or a resultant action
  C. Meetings are always the best method of communication
  D. It is stored in the configuration management system
  B. It has an intended purpose or a resultant action

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  Explanation

• Question 202:

  Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

  A. Continual improvement
  B. Service value chain
  C. Practices
  D. Guiding principles
  D. Guiding principles

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  Explanation

  This is covered in section 3. 1 Page 8

  The ITIL guiding principles are intended to guide an organization's decisions and actions, and ensure a shared understanding and common approach to service management across the organization. The guiding principles are

  recommendations that guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. They are universally applicable to most initiatives and to all stakeholder relationships; for

  example, the `focus on value' principle applies not only to service consumers, but also to all relevant stakeholders and their respective definitions of value.

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

  The 7 ITIL 4 Guiding Principles

• Question 203:

  The BEST description of the guidance provided by Service Design is?

  A. The design and development of new services
  B. The design and development of service improvements
  C. The design and development of services and service management processes
  D. The day-to-day operation and support of services
  C. The design and development of services and service management processes

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  Explanation

• Question 204:

  What are the publications that provide guidance specific to industry sectors and organization types known as?

  A. The Service Strategy and Service Transition books
  B. The ITIL Complementary Guidance
  C. The Service Support and Service Delivery books
  D. Pocket Guides
  B. The ITIL Complementary Guidance

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  Explanation

• Question 205:

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

  A. Continual improvement participation should be limited to a small dedicated team.
  B. It is the role of senior management to authorize improvement initiatives.
  C. Training should be provided to those involved in continual improvement.
  D. A single continual improvement register should be maintained by senior management.
  B. It is the role of senior management to authorize improvement initiatives.

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  Explanation

  Continual Improvement is covered in Section 5. 1.2 Page 110

  Incorrect Answers:

  Continual improvement participation should be limited to a small dedicated team. - This is false because Continual Improvement involves everyone.

  Training should be provided to those involved in continual improvement. - This is false. Training is provided to everyone.

  A single continual improvement register(CIR) should be maintained by senior management. - This is false. There can be more than one CIR and not necessarily maintained by senior management.

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

• Question 206:

  Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?

  1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.

  2. Complex systems should be designed with an understanding of how the components' parts are related.

  3. Organizations should consider whether technology could improve the efficiency' manual processes.

  4. It is important to understand the organization's objectives when assessing the impact of potential improvements.

  A. 1 and 2
  B. 2 and 3
  C. 3 and 4
  D. 1 and 4
  C. 3 and 4

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  Explanation

  Optimize and Automate is covered in section 4. 3. 7 Page 77

  Organizations must maximize the value of the work carried out by their human and technical resources. The four dimensions model (outlined in Chapter 3)

  provides a holistic view of the various constraints, resource types, and other areas that should be considered when designing, managing, or operating an organization. Technology can help organizations to scale up and take on frequent and

  repetitive tasks, allowing human resources to be used for more complex decision-making. However, technology should not always be relied

  upon without the capability of human intervention, as automation for automation's sake can increase costs and reduce organizational robustness and resilience.

  The 'Optimize and Automate' guiding principle is all about making work as effective and efficient as possible. It encourages organizations to constantly look for ways to improve their processes and services, and to use technology to automate

  tasks where it makes sense. Think of it as a two-part approach:

  Optimize: This means making sure a process is as good as it can be before you automate it. It involves streamlining steps, removing waste, reducing errors, and ensuring the process delivers maximum value. You want to make sure you're

  doing the right things in the right way.

  Automate: Once a process is optimized, automation comes in. This is about using technology to perform repetitive, manual tasks, freeing up human effort for more complex or creative work. Automation can lead to faster execution, fewer

  errors, and significant cost savings.

  Essentially, it's about working smarter, not just harder, and leveraging technology to achieve better outcomes.

  Let's look at each statement and see how it relates to 'Optimize and Automate':

  "It is important to assess which method of communication is appropriate for each type of stakeholder."

  This statement is crucial for effective communication and collaboration, but it doesn't directly relate to optimizing processes or automating tasks. It aligns more with principles like 'Collaborate and promote visibility' or 'Start where you are' (by

  understanding your audience).

  "Complex systems should be designed with an understanding of how the components' parts are related."

  This statement emphasizes a holistic view and understanding interdependencies. This is a core tenet of the 'Think and work holistically' guiding principle, which focuses on understanding how all parts of a system work together. While

  optimization might involve understanding system components, this statement's primary focus isn't on efficiency or automation.

  "Organizations should consider whether technology could improve the efficiency of manual processes."

  Bingo! This statement directly hits both parts of 'Optimize and Automate'. It talks about using technology (automate) to improve the efficiency (optimize) of existing processes. This is a perfect fit.

  "It is important to understand the organization's objectives when assessing the impact of potential improvements."

  This statement is also strongly associated with 'Optimize and Automate'. Any optimization or automation effort should not be done in a vacuum. It must be tied to the organization's objectives and deliver value. If an improvement doesn't help

  achieve a goal, then it's not truly an optimized improvement. This ensures that optimization efforts are purposeful and contribute to overall success.

  The beast answer is "3 and 4".

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

• Question 207:

  What is part of a configuration management system (CMS)?

  1. Configuration records

  2. Configuration management databases

  3. Physical assets

  4. Release plans

  A. 1 and 2
  B. 1 and 3
  C. 2 and 4
  D. 3 and 4
  A. 1 and 2

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  Explanation

• Question 208:

  Which is the correct definition of a customer facing service?

  A. One which directly supports the business processes of customers
  B. A service that cannot be allowed to fail
  C. One which is not covered by a service level agreement
  D. A service not directly used by the business
  A. One which directly supports the business processes of customers

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  Explanation

• Question 209:

  Which TWO are inputs to the service value system?

  1. Demand

  2. Products

  3. Value

  4. Opportunity

  A. 2 and 3
  B. 1 and 4
  C. 1 and 2
  D. 3 and 4
  B. 1 and 4

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  Explanation

  

  The answer is 1 and 4.

  Incorrect Answers:

  2 Products and Value are a form of Outcomes and Output

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

• Question 210:

  Which is included in the purpose of the `service level management' practice?

  A. To maximize the number of successful service and product changes
  B. To ensure accurate information about the configuration of services is available
  C. To set clear business-based targets for service levels
  D. To ensure that suppliers and their performance are managed appropriately
  C. To set clear business-based targets for service levels

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  Explanation

  Service Level Management is covered in section 5. 2. 15 on Page 202

  The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

  The key word to answer the question is to look for Business-Based targets.

  Incorrect Answers:

  To ensure accurate information about the configuration of services is available - Service Configuration Management

  To ensure that suppliers and their performance are managed appropriately - Supplier Management

  To maximize the number of successful service and product changes - Change Enablement or Change Control

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