ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 321:

  Which of the following processes are performed by the service desk?

  1. Capacity management

  2. Request fulfillment

  3. Demand management

  4. Incident management

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

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  Explanation

• Question 322:

  The group that authorizes changes that must be installed faster than the normal process is called the?

  A. Emergency CAB (ECAB)
  B. Urgent Change Authority (UCA)
  C. Urgent Change Board (UCB)
  D. CAB Emergency Committee (CAB/EC)
  A. Emergency CAB (ECAB)

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  Explanation

• Question 323:

  Which statement about the service value chain is CORRECT?

  A. The service value chain converts value into demand
  B. Each value chain activity uses different combinations of practices to convert inputs into outputs
  C. Each value chain activity identifies a requirement for resources from an external supplier
  D. The service value chain uses value streams to describe a combination of consumers and providers
  B. Each value chain activity uses different combinations of practices to convert inputs into outputs

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  Explanation

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

  To convert inputs into outputs, the value chain activities use different combinations of ITIL practices (sets of resources for performing certain types of work), drawing on internal or third-party resources, processes, skills, and competencies as

  required.

  For example, the engage activity might draw on supplier management, service desk management, relationship management, and service request management to respond to new demands for products and services, or information from

  various stakeholders (see Chapter 5 for more information on practices).

  The best answer is "Each value chain activity uses different combinations of practices to convert inputs into outputs"

  Incorrect Answers:

  The service value chain converts value into demand ... this is false. the SVC takes input in the form of demand then provide output in the form of value. Each value chain activity identifies a requirement for resources from an external supplier

  ... this is not always the case. some input or resources come from other activities within the SVC The service value chain uses value streams to describe a combination of consumers and providers ...

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

• Question 324:

  What is the purpose of the `problem management' practice?

  A. To protect the information needed by the organization to conduct its business
  B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
  C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
  D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

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  Explanation

  Problem Management Practice is covered in section 5. 2. 8 Page 175.

  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.

  Incorrect Answers:

  To protect the information needed by the organization to conduct its business - this is describes the purpose for Information Security Management Practice To align the organization's practices and services with changing business needs

  through the ongoing identification and improvement of services - this described the purpose to Continue Improvement Practice To minimize the negative impact of incidents by restoring normal service operation as quickly as possible - this

  describes the purpose of Incident Management

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

• Question 325:

  Which of the following are benefits to the business of implementing service transition?

  1. Better reuse and sharing of assets across projects and resources

  2. Reduced cost to design new services

  3. Result in higher volume of successful changes

  A. 1 and 2 only
  B. 2 and 3 only
  C. 1 and 3 only
  D. None of the above
  C. 1 and 3 only

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  Explanation

• Question 326:

  Which one of the following is the CORRECT set of steps for the continual service improvement approach?

  A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
  B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
  C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
  D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
  D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

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  Explanation

• Question 327:

  What is the BEST definition of a definitive media library?

  A. It is a secure library in which the latest versions of authorized software items are stored and protected.
  B. It is a structured document with definitive information regarding all live IT services, including those available for deployment.
  C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected.
  D. It is a set of tools and databases that is used to manage knowledge, information and data.
  C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected.

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  Explanation

• Question 328:

  Which of the following is NOT defined as part of every process?

  A. Roles
  B. Inputs and outputs
  C. Functions
  D. Metrics
  C. Functions

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  Explanation

• Question 329:

  Which is a financially valuable component that can contribute to the delivery of a service?

  A. Configuration item
  B. Sponsor
  C. IT asset
  D. Service offering
  C. IT asset

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  Explanation

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

  Sponsor A person who authorizes budget for service consumption.

  IT asset Any financially valuable component that can contribute to the delivery of an IT

  product or service.

  Service offering A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.

  The correct answer is "IT Asset"

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

• Question 330:

  What are the categories of events described in the ITIL service operation book?

  A. Informational, scheduled, normal
  B. Scheduled, unscheduled, emergency
  C. Informational, warning, exception
  D. Warning, reactive, proactive
  C. Informational, warning, exception

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  Explanation