ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 241:

  Identify the missing words in the following sentence.

  The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

  A. 'focus on value' guiding principle
  B. service value system
  C. 'service request management' practice
  D. four dimensions of service management
  B. service value system

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  Explanation

  The Service Value System is covered in section 4. 1 Page 54

  The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.

  The best answer is "Service Value System"

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

• Question 242:

  What is the purpose of the 'relationship management' practice?

  A. To establish and nurture the links between the organization and its stakeholders
  B. To align the organization's practices and services with changing business needs
  C. To set clear business-based targets for service performance
  D. To support the agreed quality of a service handling all agreed, user-initiated service requests
  A. To establish and nurture the links between the organization and its stakeholders

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  Explanation

  Relationship Management is covered in section 5. 1.9 In page 130.

  The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual

  improvement of relationships with and between stakeholders.

  Correct answer is "To establish and nurture the links between the organization and its stakeholders"

  Incorrect Answers:

  To support the agreed quality of a service handling all agreed, user-initiated service requests .. this purpose relates to Service Request Management practice To set clear business-based targets for service performance - this is Service Level

  Management continual improvement practice

  To align the organization's practices and services with changing business needs - this is

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

• Question 243:

  Which can act as an operating model for an organization?

  A. The four dimensions of service management
  B. The service value chain
  C. The ITIL guiding principles
  D. Continual improvement
  B. The service value chain

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  Explanation

  The four dimensions of service management To ensure a holistic approach to service management, ITIL 4 outlines four dimensions of service management, from which each component of the SVS should be considered.

  The four dimensions are:

  organizations and people

  information and technology

  partners and suppliers

  value streams and processes.

  By giving each of the four dimensions an appropriate amount of focus, an organization ensures its SVS remains balanced and effective. The service value chain The ITIL service value chain provides an operating model for the creation, delivery, and continual improvement of services. It is a flexible model that defines six key activities that can be combined in many ways, forming multiple value

  streams. The service value chain is flexible enough to be adapted to multiple approaches, including DevOps and centralized IT, to address the need for multimodal service management. The adaptability of the value chain enables organizations to react to changing demands from their stakeholders in the most effective and efficient ways.

  The ITIL guiding principles The ITIL guiding principles can be used to guide an organization's decisions and actions and ensure a shared understanding and common approach to service management across the organization. The ITIL guiding principles create the

  foundation for an organization's culture and behaviour from strategic decisionmaking to day-to-day operations.

  Continual improvement Every component of the ITIL SVS is supported by continual improvement. ITIL provides organizations with a simple and practical improvement model to maintain their resilience and agility in a constantly changing environment.

  The best answer is "The Service Value Chain"

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

• Question 244:

  Which two are considered part of the `organizations and people' dimension of service management? 1.Systems of authority 2. Culture 3. Relationships between organizations 4. Workflows

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

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  Explanation

  Organization and People is covered in Section 3. 1 Page 40

  The effectiveness of an organization cannot be assured by a formally established structure or system of authority alone. The organization also needs a culture that supports its objectives, and the right level of capacity and competency among

  its workforce. It is vital that the leaders of the organization champion and advocate values which motivate people to work in desirable ways. Ultimately, however, it is the way in which an organization carries out its work that creates shared

  values and attitudes, which over time are considered the organization's culture.

  The best answer is "1 and 2"

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

• Question 245:

  Which guiding principle considers customer and user experience?

  A. Collaborate and promote visibility
  B. Focus on value
  C. Start where you are
  D. Keep it simple and practical
  B. Focus on value

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  Explanation

  Customer and user experience is the main goal of "Focus on Value." Section 4. 3. 1 Page 61

  All activities conducted by the organization should link back, directly or

  indirectly, to value for itself, its customers, and other stakeholders.

  With Focus on Value we are trying to build customer loyalty and customer feedback.

  In

  Collaborate and promote visibility: This is about teamwork and sharing of data. Nothing should be kept secret regarding the product offering. Start where you are - Do not start from scratch. Considered existing resources prior to acquiring new

  resources or building everything from the ground up. Keep it simple and practical - Reduce the steps that do not work or contribute value. If the step does not offer anything then remove it.

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

• Question 246:

  Which guiding principle focuses on reducing costs and human errors?

  A. Focus and value
  B. Collaborate and promote visibility
  C. Optimize and automate
  D. Think and work holistically
  C. Optimize and automate

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  Explanation

  All activities conducted by the organization should link back, directly or Focus and value - indirectly, to value for itself, its customers, and other stakeholders.

  When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance (because better information is available Collaborate and promote visibility - for decision-making) and increased likelihood of longterm success.

  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 Optimize and automate - 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 sake can increase costs and reduce organizational robustness and resilience.

  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 Think and work holistically - 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.

  Based on the Above text the best answer is: Optimize and automate

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

• Question 247:

  What is the purpose of service level management?

  A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
  B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
  C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
  D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
  B. To ensure that all current and planned IT services are delivered to agreed achievable targets.

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  Explanation

  Service Level Management is covered in section 5. 2. 15 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 best answer is "To ensure that all current and planned IT services are delivered to agreed achievable targets."

  Incorrect Answers:

  To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications. ... this is a Service Value Chain Activity To establish and nurture the links between the organization

  and its stakeholders at strategic and tactical levels. .. this is the purpose of relationship management To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a

  continual improvement register (CIR). ... this is continual improvement

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

• Question 248:

  Which practice would help a user gain access to an application that they need to use?

  A. Service configuration management
  B. Change enablement
  C. Service request management
  D. Service level management
  B. Change enablement

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  Explanation

  This answer would depend on the business model and if the software is new to the business. Let say the software is new to business then this would go through the Change Enablement Practice.

  Change Enablement is covered in section 5. 2. 4 Page 160.

  The scope of change control is defined by each organization. It will typically include all IT infrastructure, applications, documentation, processes, supplier relationships, and anything else that might directly or indirectly impact a product or

  service.

  In

  Service configuration management - this is about collecting data and records on configuration of certain assets such as hardware, software, or networks. This is not about gaining access to software. Service request management - this could

  be a correct answer depending on the organizational structure and if the software application was pre-approve. If the software was new to the business that is must go through the Normal Change process. But if it the software application was

  pre-approved then it could go through the Standard Change Process and some Standard Changes are initiated through using a service request.

  Service level management - this is not correct. This is about maintaining a certain level of service to your customer.

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

• Question 249:

  Which role is accountable for the operational management of a process?

  A. Process practitioner
  B. Process manager
  C. Service manager
  D. Change manager
  B. Process manager

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  Explanation

• Question 250:

  Which statement about emergency changes is CORRECT?

  A. The testing of emergency can be eliminated in order to implement the change quickly
  B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
  C. Emergency changes should be authorized and implemented as service requests
  D. Emergency changes must be fully documented before authorization and implementation
  B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

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  Explanation

  Emergency Changes are covered in Section 5. 2. 4

  These are changes that must be implemented as soon as On page 161 Emergency Changes are "

  possible; for example, to resolve an incident or implement a security patch.

  Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the

  same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less

  testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved. "

  Based on text the answer would be "The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly."

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