ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 251:

  What do customers NOT have ownership of when receiving value from services?

  A. Specific costs and outcomes
  B. Specific costs and risks
  C. Specific risks and impacts
  D. Specific outcomes and impacts
  C. Specific risks and impacts

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  Explanation

• Question 252:

  Which step of the continual improvement model includes baseline assessments?

  A. Did we get there?
  B. Where are we now?
  C. What is the vision?
  D. Where do we want to be?
  B. Where are we now?

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  Explanation

  

  According to flow above .

  The correct answer is Where are we now?

  References:

  https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-continual-improvement-model

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

• Question 253:

  Which of the following statements describes the objectives of service asset and configuration management?

  1. To identify, control, report and verify service assets and configuration items (CIs)

  2. To account for, manage and protect the integrity of service assets and configuration items

  3. To establish and maintain an accurate and complete configuration management system

  4. To document all security controls together with their operation and maintenance

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

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  Explanation

• Question 254:

  Which statement about IT service-management is CORRECT?

  A. It is performed by customers using a mix of IT systems, services and processes
  B. It is performed by IT service providers using a mix of suppliers and their products
  C. It is performed by the service desk using a mix of people, process and technology
  D. It is performed by IT service providers using a mix of people, process and technology
  D. It is performed by IT service providers using a mix of people, process and technology

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  Explanation

• Question 255:

  Which one of the following is NOT part of the service design stage of the service lifecycle?

  A. Designing and maintaining all necessary service transition packages
  B. Producing quality, secure and resilient designs for new or improved services
  C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
  D. Measuring the effectiveness and efficiency of service design and the supporting processes
  A. Designing and maintaining all necessary service transition packages

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  Explanation

• Question 256:

  Which statement is CORRECT?

  A. A function is a set of responsibilities allocated to a service manager
  B. A process is a team or group of people and the tools they use to perform one or more activities
  C. A function is a set of specialized organizational capabilities
  D. A process is a structured set of activities designed to accomplish a specific objective
  D. A process is a structured set of activities designed to accomplish a specific objective

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  Explanation

• Question 257:

  Which of the following identifies the purpose of service transition planning and support?

  A. Provide overall planning for service transitions and co-ordinate the resources they require
  B. Ensure that all service transitions are properly authorized
  C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
  D. To define testing scripts to ensure service transitions are unlikely to ever fail
  A. Provide overall planning for service transitions and co-ordinate the resources they require

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  Explanation

• Question 258:

  Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

  A. Problem management
  B. Service request management
  C. Incident management
  D. Service level management
  B. Service request management

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  Explanation

  Service level management

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

  Problem management

  The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

  Incident management

  The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

  Service request management

  The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

  The best answer is "Service request management "

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

• Question 259:

  Which one of the following is an objective of service transition?

  A. To negotiate service levels for new services
  B. To ensure that service changes create the expected business value
  C. To minimize the impact of service outages on day-to-day business activities
  D. To plan and manage entries in the service catalogue
  B. To ensure that service changes create the expected business value

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  Explanation

• Question 260:

  Which entities are responsible for the outputs of service delivery?

  A. Stakeholders
  B. Providers
  C. Suppliers
  D. Customers
  B. Providers

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  Explanation

  Supplier Management maintains positive supplier relationships, ensures contract compliance, and monitors performance to support service quality.