ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 221:

  When is the earliest that a workaround can be documented in `problem management'?

  A. After the problem has been logged
  B. After the problem has been prioritized
  C. After the problem has been analyzed
  D. After the problem has been resolved
  C. After the problem has been analyzed

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  Explanation

  Probem Management is covered in section 7. 3. 4 Page 58.

  When a problem cannot be resolved quickly, it is often useful to find and document a workaround for future incidents, based on an understanding of the problem. Workarounds are documented in problem records. This can be done at any

  stage; it doesn't need to wait for analysis to be complete. If a workaround has been documented early in problem control, then this should be reviewed and improved after problem analysis has been completed.

  The best Answer is After the problem has been analyzed.

  Incorrect Answers:

  After the problem has been logged ... Although this is partially true but a workaround can not be implemented till we understand the cause of the problem which is determined by analyzing the problem. After the problem has been prioritized..

  this take place prior the problem gets analyzed. The problem needs to be analyzed first prior to implementing a workaround. After the problem has been resolved ... this steps take place after a workaround have been implemented that ends

  up being the solution.

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

• Question 222:

  Which is the addition, modification or removal of anything that could have an effect on services?

  A. A change
  B. An event
  C. An incident
  D. A problem
  A. A change

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  Explanation

  A change The addition, modification, or removal of anything that could have a direct or indirect effect on services.

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

  An incident An unplanned interruption to a service or reduction in the quality of a service.

  A problem A cause, or potential cause, of one or more incidents.

  Correct Answer is "A Change"

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

• Question 223:

  Which areas are NOT measured by process KPIs?

  1. Technology

  2. Performance

  3. Value

  4. Compliance

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

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  Explanation

• Question 224:

  Your organization's IT department has identified a change that is extremely important and must be implemented as soon as possible. What should be implemented?

  A. A standard change
  B. An Emergency Change
  C. A Normal Change
  D. None of the options Apply
  B. An Emergency Change

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  Explanation

  Change Enablement (formerly Change Management) aims to balance risk and value by authorizing, scheduling, and reviewing changes to minimize disruption.

• Question 225:

  Which of the following statements BEST describes the aims of release and deployment management?

  A. To build, test and deliver the capability to provide the services specified by service design
  B. To ensure that each release package specified by service design consists of a set of related assets and service components
  C. To ensure that all changes can be tracked, tested and verified if appropriate
  D. To record and manage deviations, risks and issues related to the new or changed service
  A. To build, test and deliver the capability to provide the services specified by service design

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  Explanation

• Question 226:

  Which phase of problem management includes analysing incidents to look for patterns and trends?

  A. Problem identification
  B. Problem control
  C. Error control
  D. Post-implementation review
  A. Problem identification

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  Explanation

  Problem Management is covered in Section 5. 2. 8 Page number 174

  There are Three Phases. Problem Identifications, Problem Control, and Error Control.

  Problem identification activities identify and log problems.

  These include:

  performing trend analysis of incident records

  detection of duplicate and recurring issues by users, service desk, and technical support staff

  during major incident management, identifying a risk that an incident could recur

  analysing information received from suppliers and partners

  analysing information received from internal software developers, test teams, and project teams.

  Other sources of information can also lead to problems being identified.

  The best Answer is "Problem identification"

  In

  Problem control activities include problem analysis, and documenting workarounds and known errors.

  For other problems, a way to fix the error should be found. This is a part of error control. Error control activities manage known errors, which are problems where initial analysis has been completed; it usually means that faulty components

  have been identified. Error control also includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits.

  Error control regularly re-assesses the status of known errors that have not been resolved, including overall impact on customers, availability and cost of permanent resolutions, and effectiveness of workarounds. The effectiveness of

  workarounds should be evaluated each time a workaround is used, as the workaround may be improved based on the assessment.

  Post-implementation review .. this is not corrrect... this is not a phase but part of Error control.

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

• Question 227:

  Which dimension of service management considers how activities are coordinated?

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

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  Explanation

  Organizations and people

  One of the four dimensions of service management. It ensures 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

  One of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.

  Partners and suppliers

  One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of

  services

  Value streams and processes

  One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

  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 closest answer is "Value streams and processes"

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

• Question 228:

  What can be used to help determine the impact level of a problem?

  A. Definitive media library (DML)
  B. Configuration management system (CMS)
  C. Statement of requirements (SOR)
  D. Standard operating procedures (SOP)
  B. Configuration management system (CMS)

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  Explanation

• Question 229:

  How does a service consumer contribute to the reduction of risk?

  A. By paying for the service
  B. By managing server hardware
  C. By communicating constraints
  D. By managing staff availability
  C. By communicating constraints

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  Explanation

  Risk is covered in section 2. 5. 3 Page number 33

  It is the duty of the provider to manage the detailed level of risk on behalf of the consumer (see section 5. 1.10). This should be handled based on a balance of what matters most to the consumer and to the provider. The consumer contributes

  to the reduction of risk through:

  actively participating in the definition of the requirements of the service and the clarification of its required outcomes

  clearly communicating the critical success factors (CSFs) and constraints that apply to the service

  ensuring the provider has access to the necessary resources of the consumer throughout the service relationship.

  Based on the text above the best answer is "By communicating constraints"

  Incorrect Answers:

  Paying a service does not reduce risk. It can only transfer the risk.

  Managing server hardware does not reduce risk.

  managing staff availability won't reduce risk but can reduce down time when the correct staff is available.

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

• Question 230:

  Which one of the following do technology metrics measure?

  A. Components
  B. Processes
  C. The end-to-end service
  D. Customer satisfaction
  A. Components

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  Explanation