ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 231:

  Which of the following is NOT an objective of the Operations Management function?

  A. Swift application of skills to diagnose any IT Operations failures that occur
  B. Regular scrutiny and improvements to achieve improved service at reduced costs
  C. First line Incident investigation and diagnosis logged by users
  D. Maintenance of status quo to achieve stability of day to day processes and activities
  C. First line Incident investigation and diagnosis logged by users

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  Explanation

• Question 232:

  What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

  A. Serviceability
  B. Availability
  C. Capacity
  D. Continuity
  B. Availability

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  Explanation

• Question 233:

  Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

  A. Start where you are
  B. Collaborate and promote visibility
  C. Progress iteratively with feedback
  D. Think and work holistically
  C. Progress iteratively with feedback

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  Explanation

  Start where you are is about not staring form the beginning. In Computer programming we have a saying "Don't Reinvent the Wheel" Collaborate and promote visibility - this is about working as a team and sharing data

  Think and work holistically - this about tying all of the principles together to delivery a finished service or product.

  Progress iteratively with feedback - this is about taking steps in the process, We don't want to try finished everything in one giant leap.

  Progress iteratively with feedback is the correct answer by working in smaller steps it will make the process much more manageable.

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

• Question 234:

  Which of the following identifies the purpose of design coordination?

  A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
  B. Ensuring all service designs have availability designed into them
  C. Designing of all the links between every service design process and all other processes in the service lifecycle
  D. Control of all supplier relationships from design right through to the production environment
  A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle

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  Explanation

• Question 235:

  Which describes outcomes?

  A. Tangible or intangible deliverables
  B. Results desired by a stakeholder
  C. Configuration of an organization's resources
  D. Functionality offered by a product or service
  B. Results desired by a stakeholder

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  Explanation

  Outcomes is defined in section 2. 5. 1 Page 30.

  Outcomes is defined as " A result for a stakeholder enabled by one or more outputs"

  The best choice from the available options is "Results desired by a stakeholder"

  Incorrect Answers:

  Tangible or intangible deliverables -- this describes Output

  Functionality offered by a product or service - this describes Utility

  Configuration of an organization's resources - this describes Service Configuration Management

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

• Question 236:

  Which two statements about the guiding principles are CORRECT?

  1. The guiding principles support continual improvement

  2. Each guiding principle applies to a selection of the available stakeholder groups

  3. Organizations should decide which one of the guiding principles is relevant to them

  4. Organizations should consider how the guiding principles interact with each other

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

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  Explanation

  The Guiding Principles are covered in Section 4. 3 Page 58

  A guiding principle is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. A guiding principle is universal and enduring.

  The guiding principles defined here embody the core messages of ITIL and of service management in general, supporting successful actions and good decisions of all types and at all levels. They can be used to guide organizations in their

  work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances. The guiding principles encourage and support organizations in continual improvement at all levels.

  These principles are also reflected in many other frameworks, methods, standards, philosophies, and/or bodies of knowledge, such as Lean, Agile, DevOps, and COBIT.

  This allows organizations to effectively integrate the use of multiple methods into an overall approach to service management.

  The guiding principles are applicable to practically any initiative and to all relationships with stakeholder groups. For example, the first principle, focus on value, can (and should) be applied not only to service consumers, but to all relevant

  stakeholders and their respective definitions of value.

  Table 4. 1 provides a high-level introduction to the guiding principles. Additional details for each principle are presented later in this chapter.

  Organizations should not use just one or two of the principles, but should consider the relevance of each of them and how they apply together. Not all principles will be critical in every situation, but they should all be reviewed on each

  occasion to determine how appropriate they are.

  So the best Answers is "1 and 4"

  Incorrect Answers:

  Organizations should decide which one of the guiding principles is relevant to them ... this is incorrect. Organization should consider each principle to see if applies to their core value and mission.

  Each guiding principle applies to a selection of the available stakeholder groups ... this is incorrect. All Principles applies to all stakeholders.

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

• Question 237:

  Which Function would provide staff to monitor events in an Operations Bridge?

  A. Applications Management
  B. Service Desk
  C. Technical Management
  D. IT Operations Management
  D. IT Operations Management

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  Explanation

• Question 238:

  Which ITIL concept helps an organization to make good decisions?

  A. Guiding principles
  B. Four dimensions of service management
  C. Practices
  D. Service value chain
  A. Guiding principles

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  Explanation

  The guiding principles is covered in section 4. 3 Page 59

  The guiding principles defined here embody the core messages of ITIL and of service management in general, supporting successful actions and good decisions of all types and at all levels. They can be used to guide organizations in their

  work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances. The guiding principles encourage and support organizations in continual improvement at all levels.

  Best Choice: Guiding principles

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

• Question 239:

  Service Acceptance criteria are used to?

  A. Ensure the design stage of the Lifecycle
  B. Ensure Portfolio Management is in place
  C. Ensure delivery and support of a service
  D. Ensure service Key Performance Indicators (KPIs) are reported
  C. Ensure delivery and support of a service

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  Explanation

• Question 240:

  Which is a key element of the 'think and work holistically' guiding principle?

  A. Assessing which procedures can be re-used when improving a service
  B. Understanding the methods applicable to complex systems
  C. Eliminating metrics which do not contribute to achieving an objective
  D. Using technology for standard tasks to give people time for complex activities
  B. Understanding the methods applicable to complex systems

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  Explanation

  Think and Work Holistically is covered in section 4. 3. 5 Page 73

  No service, or element used to provide a service, stands alone. The outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on its parts.

  Results are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements, which should all be

  coordinated to provide a defined value.

  The best answer is "Understanding the methods applicable to complex systems"

  Incorrect Answers:

  Assessing which procedures can be re-used when improving a service ... this is start where you are

  Eliminating metrics which do not contribute to achieving an objective ... this is Keep it simple and Practical

  Using technology for standard tasks to give people time for complex activities ... this is Optimize and Automate Reference: Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office