ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 291:

  Which guiding principle helps to ensure that better information is available for decision making?

  A. Keep it simple and practical
  B. Think and work holistically
  C. Optimize and automate
  D. Collaborate and promote visibility
  D. Collaborate and promote visibility

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  Explanation

  Collaborate and promote visibility Section 4. 3. 4 Page 70

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

  Think and work holistically 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.

  Keep it simple and practical Section 4. 3. 6 page 75

  Always use the minimum number of steps to accomplish an objective. Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes. If a process, service, action, or metric fails to provide value or

  produce a useful outcome, then eliminate it. Although this principle may seem obvious, it is frequently ignored, resulting in overly complex methods of work that rarely maximize outcomes or minimize cost.

  Optimize and automate Section 4. 3. 7 Page 77

  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 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's sake can increase costs and reduce organizational robustness and resilience.

  Based on the above information. The best choice is "Collaborate and promote visibility"

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

• Question 292:

  What are typically recognized through notifications created by an IT service, CI or monitoring tool?

  A. Incidents
  B. Problems
  C. Events
  D. Requests
  C. Events

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  Explanation

  Any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT Events by definition "

  service, CI, or monitoring tool." Section 5. 2. 7 Page 172

  Not all events are bad or good. Some events can lead to create incident tickets for investigation.

  Incorrect Answers:

  an incident is a service interruption or degradation of service. Page 5. 2. 5

  A problem occurs when there more then on incident similar in nature indicating a larger issue. Page 175

  Requests is when a user wants something that they don't have and that is not a service interruption. Page 207

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

• Question 293:

  Which process or function is responsible for monitoring activities and events in the IT infrastructure?

  A. Service level management
  B. IT operations management
  C. Capacity management
  D. Incident management
  B. IT operations management

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  Explanation

• Question 294:

  Which role is responsible for carrying out the activities of a process?

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

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  Explanation

• Question 295:

  Which of the following is concerned with fairness and transparency?

  A. Capacity management
  B. Governance
  C. Service design
  D. Service level management
  B. Governance

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  Explanation

• Question 296:

  Which one of the following is NOT an objective of problem management?

  A. Minimizing the impact of incidents that cannot be prevented
  B. Preventing problems and resulting incidents from happening
  C. Eliminating recurring incidents
  D. Restoring normal service operation as quickly as possible
  D. Restoring normal service operation as quickly as possible

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  Explanation

• Question 297:

  What type of record should you raise when a problem diagnosis is complete and a workaround is available?

  A. A service object
  B. An incident
  C. A change
  D. A known error
  D. A known error

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  Explanation

• Question 298:

  The central element in the SVS is the _____, an operating model which outlines the key activities required to respond to demands and facilitate value realization through the creation and management of products and services.

  A. Continual Improvement
  B. Service Value Stream
  C. Service Value Chain
  D. Service Management Model
  C. Service Value Chain

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  Explanation

  The Service Value Chain is the core operating model of ITIL 4, describing how different interconnected activities work together to deliver and improve services that create value.

• Question 299:

  The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

  A. Customer assets
  B. Customer perceptions
  C. Business activity
  D. Business vision
  B. Customer perceptions

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  Explanation

• Question 300:

  What is the expected outcome from using a service value chain?

  A. Service value streams
  B. Customer engagement
  C. Value realization
  D. The application of practices
  C. Value realization

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  Explanation

  The Service Value Chain is Covered in Section 4. 5 Page number 82.

  The value outcome of the Service Value Chain diagram is Value.

  The central element of the SVS is the service value chain, an operating model which outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services

  So the closest choice to select is "value realization"

  Incorrect Answers:

  The service value streams is part of the 4 Dimensions of the Service Management.

  Customer engagement is part of Service level agreement.

  The application of practices is not correct either. The application of the practice in the middle of the SVC. The practices is what helps to achieve the final step of "Value Realization."

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