ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 211:

  Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

  A. Relationship management
  B. Change enablement
  C. Release management
  D. Monitoring and event management
  B. Change enablement

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  Explanation

  Change Enablement is covered in 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

  Incorrect Answers:

  Relationship Management - the purpose is nurture/foster relationship between the business and the stakeholders.

  Release Management - the purpose is make new or changes items available for use.

  Monitoring and event management - the purpose is Monitoring and Event Management is to observe services and it components when there is a change by the means of logging them.

  https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes ... Change Enablement and Change Control are on in the same Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office.

• Question 212:

  Which of the following is an enabler of best practice?

  A. Standards
  B. Technology
  C. Academic research
  D. Internal experience
  B. Technology

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  Explanation

• Question 213:

  Which process would ensure that utility and warranty requirements are properly addressed in service designs?

  A. Availability management
  B. Capacity management
  C. Design coordination
  D. Release management
  C. Design coordination

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  Explanation

• Question 214:

  Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

  A. 1 and 2 only
  B. 1 and 3 only
  C. 2 and 3 only
  D. All of the above
  D. All of the above

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  Explanation

• Question 215:

  Which of the following sentences BEST describes a Standard Change?

  A. A change to the service provider's established policies and guidelines
  B. A pre-authorized change that has an accepted and established procedure
  C. A change that is made as the result of an audit
  D. A change that correctly follows the required change process
  B. A pre-authorized change that has an accepted and established procedure

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  Explanation

• Question 216:

  Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

  A. Focus on value
  B. Start where you are
  C. Optimize and automate
  D. Think and work holistically
  C. Optimize and automate

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  Explanation

  Focus on value All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders. Start where you are In the process of eliminating old, unsuccessful methods or services and creating something better, there can be great temptation to remove what has been done in the past and build something completely new. This is rarely necessary, or a

  wise decision. This approach can be extremely wasteful, not only in terms of time, but also in terms of the loss of existing services, processes, people, and tools that could have significant value in the improvement effort. Do not start over without first considering what is already available to be leveraged.

  Think and work holistically

  No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole,

  rather than as separate parts. All the organization's activities should be focused on the delivery of value.

  Optimize and automate

  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 best choice is Optimize and automate

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

• Question 217:

  In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

  A. Service strategy
  B. Service design
  C. Service transition
  D. Service operation
  B. Service design

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  Explanation

• Question 218:

  Which of the following activities are performed by a desk?

  1. Logging details of incidents and service requests

  2. Providing first-line investigation and diagnosis

  3. Restoring service

  4. Implementing all standard changes

  A. All of the above
  B. 1, 2 and 3 only
  C. 2 and 4 only
  D. 3 and 4 only
  B. 1, 2 and 3 only

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  Explanation

• Question 219:

  Which term describes the functionality offered by a service?

  A. cost
  B. Utility
  C. Warranty
  D. Risk
  B. Utility

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  Explanation

  cost

  The amount of money spent on a specific activity or resource.

  Utility

  The functionality offered by a product or service to meet a particular need. Utility can be summarized as `what the service does' and can be used to determine whether a service is `fit for purpose'. To have utility, a service must either support

  the performance of the consumer or remove constraints from the consumer. Many services do both.

  Warranty

  Assurance that a product or service will meet agreed requirements. Warranty can be summarized as `how the service performs' and can be used to determine whether a service is `fit for use'. Warranty often relates to service levels aligned

  with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security, and

  continuity.

  A service may be said to provide acceptable assurance, or `warranty', if all defined and agreed conditions are met.

  Risk

  A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as

  negative outcomes.

  The best answer is "Utility"

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

• Question 220:

  What is the key message of the Progress Iteratively with feedback guiding principle?

  A. Resist the temptation to accomplish everything at once.
  B. If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it.
  C. Resources of all types, particularly HR, should be used to their best effect.
  D. No service or element used to provide a service stands alone.
  A. Resist the temptation to accomplish everything at once.

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  Explanation

  The Guiding Principles are universal ITIL recommendations like 'Focus on Value' and 'Keep It Simple', helping organizations make consistent, value-driven decisions.