ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 301:

  Which is a purpose of the 'engage' value chain activity?

  A. Meeting expectations for quality, costs and time-to-market
  B. Providing transparency and good relationships
  C. Ensuring the continual improvement of services
  D. Ensuring that the organization's vision is understood
  B. Providing transparency and good relationships

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  Explanation

  Service Value Chain is covered in section 4. 5 and there are 6 sections.

  Plan

  Improve

  Engage

  Design and Transition

  Obtain/Build

  Deliver and Support

  Engage is covered in 4. 5. 3 on page number 88

  The purpose of the engage value chain activity is to provide a good

  understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

  The best answer is "Providing transparency and good relationships"

  Incorrect Answers:

  Meeting expectations for quality, costs and time-to-market .. Deliver and Support

  Ensuring the continual improvement of services .. This is Improve..

  Ensuring that the organization's vision is understood describes that Plan is.

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

• Question 302:

  What is defined as a cause, or potential cause, of one or more incidents?

  A. Change
  B. Event
  C. Known error
  D. Problem
  D. Problem

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  Explanation

  A Change is defined as "The addition, modification, or removal of anything that could have a direct or indirect effect on services." section 5. 2. 4 Page 160 An Event is define as "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 service, CI, or monitoring tool." section

  5. 2. 7 Page Number 172.

  A known Error is defined as "A problem that has been analysed but has not been resolved. " Section 5. 2. 8 Page 175

  A Problem is defined as "A cause, or potential cause, of one or more incidents." Section 5. 2. 8 Page 175

  The best answer to select is "Problem."

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

• Question 303:

  Which statement about value streams is CORRECT?

  A. Each value stream must include suppliers or partners
  B. Each value stream must include all 34 ITIL practices
  C. Each value stream must be designed for a specific scenario
  D. Each value stream must include all six value chain activities
  C. Each value stream must be designed for a specific scenario

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  Explanation

  Value Streams is covered in section 3. 4. 1 Page 49

  A value stream is a series of steps that an organization uses to create and deliver products and services to a service consumer. A value stream is a combination of the organization's value chain activities (see section 4. 5 for more details on

  value chain activities and Appendix A for examples of value streams)

  To carry out a certain task or respond to a particular situation, organizations create service value streams. These are specific combinations of activities and practices, and each one is designed for a particular scenario. Once designed, value

  streams should be subject to continual improvement.

  A value stream might, for example, be created for a situation where a user of a service needs an incident to be resolved. The value stream will be designed specifically to resolve this issue, and will provide a complete guide to the activities,

  practices, and roles involved. A more detailed outline of this and other examples of value streams can be found in Appendix A.

  The best answer is "Each value stream must be designed for a specific scenario"

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

• Question 304:

  Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

  A. Internal
  B. External
  C. Service desk
  D. Shared services unit
  C. Service desk

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  Explanation

• Question 305:

  Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

  A. Service Operation
  B. Capacity Management
  C. Service Design
  D. Availability Management
  A. Service Operation

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  Explanation

• Question 306:

  Which statement about the `optimize and automate' guiding principle is CORRECT?

  A. Activities should be automated before they are optimized
  B. Automation is best applied to non-standard tasks
  C. Technology eliminates the need for human intervention
  D. Automation frees human resources for more complex activities
  D. Automation frees human resources for more complex activities

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  Explanation

  

  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.

  The correct answer is "Automation frees human resources for more complex activities"

  Incorrect Answers:

  Technology eliminates the need for human intervention ...This is incorrect.. technology should not always be relied upon without the capability of human intervention.

  Automation is best applied to non-standard tasks ... this is incorrect.. Automation is best suited for repetitive tasks.

  Activities should be automated before they are optimized ... this is not correct. Optimizing should come should be performed prior to automation.

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

  The 7 ITIL 4 Guiding Principles

• Question 307:

  Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

  A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
  B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
  C. Produce and maintain all necessary Service Transition packages
  D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
  C. Produce and maintain all necessary Service Transition packages

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  Explanation

• Question 308:

  Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

  A. Service Portfolio Management
  B. Service Level Management
  C. Component Capacity Management
  D. Demand Management
  D. Demand Management

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  Explanation

• Question 309:

  Which is part of the definition of a customer?

  A. The role that defines the requirements for a service
  B. A means of enabling value co-creation
  C. The role that authorizes budget for service consumption
  D. A set of specialized organizational capabilities for enabling value
  A. The role that defines the requirements for a service

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  Explanation

  Customer is defined in Section 2. 2. 2 Page 23

  A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

  The closest Answer is "The role that defines the requirements for a service"

  Incorrect Answers:

  A means of enabling value co-creation .. this is a service

  The role that authorizes budget for service consumption ... The is a sponser

  A set of specialized organizational capabilities for enabling value ... this is Service Management

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

• Question 310:

  Which describes the utility of a service?

  A. A service that is fit for use
  B. A service that meets its service level targets
  C. A service that increases constraints on the consumer
  D. A service that supports the performance of the consumer
  D. A service that supports the performance of the consumer

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  Explanation

  A Utility is defined as

  Utility The functionality offered by a product or service to meet a particular need. Utility can be summarized as `what the service does' and can be used to determine whether a service is `fit for purpose'. "To have utility, a service must either

  support the performance of the consumer or remove constraints from the consumer. Many services do both."

  The best choice is "A service that supports the performance of the consumer"

  Incorrect answers:

  A service that is fit for use - this defines Warranty

  A service that meets its service level targets - the defines a service level management practice

  A service that increases constraints on the consumer - this defines a warranty

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