ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 311:

  How should an organization include third-party suppliers in the continual improvement of services?

  A. Ensure suppliers include details of their approach to service improvement in contracts
  B. Require evidence that the supplier uses agile development methods
  C. Require evidence that the supplier implements all improvements using project management practices
  D. Ensure that all supplier problem management activities result in improvements
  A. Ensure suppliers include details of their approach to service improvement in contracts

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  Explanation

  Ensure suppliers include details of their approach to service improvement in contracts

  Explanation / Rationale:

  1. The sample ITIL 4 Foundation exam and participant materials provide this question, and the correct answer given is (Ensure suppliers include details of their approach to service improvement in contracts) -- embedding the supplier's

  improvement commitments in contracts. (Axelos, ITIL 4 Foundation, 2019; sample exam booklet, p. 8)

  2. By including in the contract how the supplier will measure, report, and continuously improve their service, the supplier is formally obligated and aligned to the organization's improvement agenda.

  3. Additional guidance (from slide summaries) states:

  "When third-party suppliers form part of the service landscape, they should also be part of the improvement effort. ... When contracting for a supplier's service, the contract should include details of how they will measure, report on, and

  improve their services over the life of the contract."

  4. The Continual Improvement Practice Guide reinforces that partners and suppliers should be included in continual improvement initiatives, encouraged to submit suggestions into the improvement register, and involved in the improvement

  cycle (e.g. diagnosis, planning, execution, assessment).

  Incorrect Answers:

  (requiring evidence of agile methods) is too prescriptive: ITIL does not mandate a particular methodology (e.g. Agile) for all suppliers; improvement may be delivered via many methods. (requiring all improvements be done by project management) is overly rigid. Many improvements may be small, operational, or incremental and not suited to full-scale project management. (ensuring all supplier problem management leads to improvements) is too narrow: improvement is broader than problem resolution, and not all problem actions necessarily translate into improvement initiatives. Also, the sample exam rationale explicitly rules it out.

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

• Question 312:

  Which of these should a change model include?

  1. The steps that should be taken to handle the change

  2. Responsibilities; who should do what, including escalation

  3. Timescales and thresholds for completion of the actions

  4. Complaints procedures

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

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  Explanation

• Question 313:

  Which of the following is not a service desk type recognized in the service operation volume of ITIL?

  A. Local
  B. Centralized
  C. Outsourced
  D. Virtual
  C. Outsourced

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  Explanation

• Question 314:

  What is an event?

  A. The addition, modification, or removal of anything that could have a direct or indirect effect on services
  B. Any change of state that has significance for the management of a service or other configuration item
  C. Cause of one or more incidents
  D. An unplanned interruption to a service or reduction in the quality of a service
  B. Any change of state that has significance for the management of a service or other configuration item

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  Explanation

  Event is covered under Monitoring and event management on section 5. 2. 7 Page 171

  An Event is defined 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."

  The best choice is "Any change of state that has significance for the management of a service or other configuration item "

  Incorrect Answers:

  The addition, modification, or removal of anything that could have a direct or indirect effect on services ... this is a change Cause of one or more incidents ... this is a problem

  An unplanned interruption to a service or reduction in the quality of a service ... this is an incident

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

• Question 315:

  A supermarket chain trying to reduce plastic waste. Following the Continual Improvement Model, which of the following options represents an appropriate statement for Step 4, How do we get there?

  A. We currently waste over two tons of plastic bags per year from each store.
  B. We plan to reduce the thickens of our bags by 20% and introduce bag-less express checkout lanes.
  C. Our target is to reduce plastic bag waste by 40% within the next year.
  D. We have rolled out our new, thinner bags to our stores and have transformed one checkout lane in each store to a bag-less express checkout lane.
  B. We plan to reduce the thickens of our bags by 20% and introduce bag-less express checkout lanes.

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  Explanation

  This answer aligns with the ITIL 4 Foundation framework, which defines modern service management as a holistic approach integrating people, processes, technology, and partners to co-create value.

• Question 316:

  Which type of change is MOST LIKELY to be initiated as part of the `service request management' practice?

  A. A normal change
  B. An emergency change
  C. A standard change
  D. A change model
  C. A standard change

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  Explanation

  This question is about change enablement which is covered in section 5. 2. 4 Page 159

  Standard changes These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests, but may also be

  operational changes. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the

  standard change is implemented; it only needs to be done if there is a modification to the way it is carried out.

  Normal changes These are changes that need to be scheduled, assessed, and authorized following a process. Change models based on the type of change determine the roles for assessment and authorization. Some normal changes are

  low risk, and the change authority for these is usually someone who can make rapid decisions, often using automation to speed up the change. Other normal changes are very major and the change authority could be as high as the

  management board (or equivalent). Initiation of a normal change is triggered by the creation of a change request. This may be created manually, but organizations that have an automated pipeline for continuous integration and continuous

  deployment often automate most steps of the change control process.

  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.

  The best Answer is a Standard Change.

  Incorrect Answers:

  A change model is not correct. It is to broad. Standard, Normal, and Emergency Changes are all change models.

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

• Question 317:

  Which is a key requirement for a successful service level agreement?

  A. It should be written in legal language
  B. It should be simply written and easy to understand
  C. It should be based on the service provider's view of the service
  D. It should relate to simple operational metrics
  B. It should be simply written and easy to understand

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  Explanation

  Service Level Agreements are covered in Section 5. 2. 15. 1 Page 202

  Some of the key requirements for successful SLAs include:

  They must be related to a defined `service' in the service catalogue; otherwise they are simply individual metrics without a purpose, that do not provide adequate visibility or reflect the service perspective.

  They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.

  They should reflect an `agreement', i.e. engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.

  They must be simply written and easy to understand and use for all parties.

  So the best answer is "It should be simply written and easy to understand"

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

• Question 318:

  Identify the missing word in the following sentence.

  A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

  A. problem
  B. risk
  C. change
  D. configuration item
  C. change

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  Explanation

  The definition of change

  The addition, modification, or removal of anything that could have a direct or indirect effect on services.

  The statement is referring to the definition of change.

  The answer is "Change."

  Incorrect Answers:

  Problem: A cause, or potential cause, of one or more incidents.

  Risk: A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as

  negative outcomes

  Any component that needs to be managed in order to deliver an IT service.

  configuration item:

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

• Question 319:

  Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

  A. Service Strategy
  B. Service Design
  C. Service Operation
  D. Service Transition
  C. Service Operation

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  Explanation

• Question 320:

  Which describes an interface of incident management with service level management?

  A. Incident workarounds
  B. Creating a problem record
  C. Incident response times
  D. The status of faulty Cis
  C. Incident response times

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  Explanation