ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 281:

  Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

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

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  Explanation

  

  Organizations and people

  The complexity of organizations is growing, and it is important to ensure 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

  When applied to the SVS, the information and technology dimension includes the information and knowledge necessary for the management of services, as well as the technologies required. It also incorporates the relationships between

  different components of the SVS, such as the inputs and outputs of activities and practices.

  Partners and suppliers

  The partners and suppliers dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. It also

  incorporates contracts and other agreements between the organization and its partners or suppliers.

  Value streams and processes

  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 best Answer is "Partners and suppliers"

  Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office. The Four Dimensions Model Explained

• Question 282:

  The difference between service metrics and technology metrics is BEST described as?

  A. Service metrics measure the end to end service; Technology metrics measure individual components
  B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
  C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
  D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
  A. Service metrics measure the end to end service; Technology metrics measure individual components

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  Explanation

• Question 283:

  An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.

  What has taken place?

  A. A functional escalation
  B. A service level escalation
  C. An incident resolution
  D. A hierarchic escalation
  D. A hierarchic escalation

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  Explanation

• Question 284:

  Which practice handles all pre-defined user-initiated service actions?

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

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  Explanation

  Deployment management The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.

  Incident management The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

  Service level management The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

  Service request management The practice of supporting the agreed quality of a service by handling all predefined, 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 285:

  Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

  A. Service Strategy
  B. Continual Service Improvement
  C. Service Operation
  D. Service Design
  B. Continual Service Improvement

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  Explanation

• Question 286:

  The definitive media library is the responsibility of:

  A. Facilities management
  B. Access management
  C. Request fulfillment
  D. Service asset and configuration management
  D. Service asset and configuration management

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  Explanation

• Question 287:

  Which TWO of the following are considerations of change enablement?

  1. Managing the people aspects of change

  2. Ensuring that organizational transformations are successful

  3. Maximizing the number of successful service changes

  4. Ensuring that changes are properly assessed

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

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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.

  Change control must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes. All changes should be assessed by people who are able to

  understand the risks and the expected benefits; the changes must then be authorized before they are deployed. This assessment, however, should not introduce unnecessary delay.

  The correct answer is "3 and 4"

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

• Question 288:

  Which BEST describe the focus of the 'think and work holistically' principle?

  A. Considering the existing organizational assets before building something new
  B. Integrating an organization's activities to deliver value
  C. Eliminating unnecessary steps to deliver valuable outcomes
  D. Breaking down large initiative into smaller pieces of work
  B. Integrating an organization's activities to deliver value

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  Explanation

  Think and Work Holistically is covered in section 4. 3. 5 Page 74

  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.

  The best answer is "Integrating an organization's activities to deliver value"

  Incorrect Answers:

  Breaking down large initiative into smaller pieces of work ... this is Profess iteratively with Feedback

  Eliminating unnecessary steps to deliver valuable outcomes - this is keep it simple and pratical

  Considering the existing organizational assets before building something new - this is start where you are

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

• Question 289:

  Which statement about emergency changes is CORRECT?

  A. Emergency changes are low risk and well understood
  B. Authorization of emergency changes may be deferred until after implementation
  C. It is necessary to complete all documentation before an emergency charge is implemented
  D. Emergency changes are not usually recorded in the change schedule
  D. Emergency changes are not usually recorded in the change schedule

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  Explanation

  Change Enablement is covered in section 5. 2. 4 Page 159

  Emergency Changes:

  These are changes that must be implemented as soon as 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.

  These correct answer is "Emergency changes are not usually recorded in the change schedule"

  In

  The is incorrect "Emergency changes are low risk and well understood" Change Emergency to Standard to make the statement true Authorization of emergency changes may be deferred until after implementation .. this is not true.

  Emergency changes still get approved but the documentation of the change might get deferred till after the change has been implemented. It is necessary to complete all documentation before an emergency charge is implemented - this is not

  true. documentation is completed after the change is implemented.

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

• Question 290:

  Which of the following is NOT a guiding principle?

  A. Focus on value
  B. Keep it simple and practicle
  C. Focus on the goal
  D. Think and work holistically
  C. Focus on the goal

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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.