ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 341:

  Which is the first step in the 7 Step Improvement Process?

  A. Where are we now?
  B. Identify gaps in Service Level Agreement (SLA) achievement
  C. Prepare for action
  D. Define what you should measure
  D. Define what you should measure

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  Explanation

• Question 342:

  Which two elements of financial management for IT services are mandatory?

  A. Budgeting and charging
  B. Accounting and charging
  C. Budgeting and accounting
  D. Costing and charging
  C. Budgeting and accounting

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  Explanation

• Question 343:

  Which of the following ensures that a service provider and a service consumer continually co-create value?

  A. Service consumption
  B. Service offerings
  C. Change enablement
  D. Service relationship management
  D. Service relationship management

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  Explanation

  Service consumption Activities performed by an organization to consume services. It includes the management of the consumer's resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).

  Service offerings 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.

  Change enablement

  The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.

  Service relationship management Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

  The best answer is "service relationship management"

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

• Question 344:

  Which practice balance management of risk with maximizing throughput?

  A. Change enablement
  B. Continual improvement
  C. Incident management
  D. Problem management
  A. Change enablement

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  Explanation

  Change enablement 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 best answer is "Change enablement"

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

• Question 345:

  What is typically needed to assign complex incidents to support groups?

  A. A self-help tool
  B. The incident priority
  C. A change schedule
  D. The incident category
  D. The incident category

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  Explanation

  Incident Management is covered on Section 5. 2. 5. Page number 163.

  Excerpt taken from Page 164

  Incidents may be diagnosed and resolved by people in many different groups, depending on the complexity of the issue or the incident type. All of these groups need to understand the incident management process, and how their contribution

  to this helps to manage the value, outcomes, costs, and risks of the services provided:

  Some incidents will be resolved by the users themselves, using self-help. Use of specific self-help records should be captured for use in measurement and improvement activities.

  Some incidents will be resolved by the service desk.

  More complex incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category, which should help to identify the correct team.

  Incidents can be escalated to suppliers or partners, who offer support for their products and services.

  The most complex incidents, and all major incidents, often require a temporary team to work together to identify the resolution. This team may include representatives of many stakeholders, including the service provider, suppliers, users, etc.

  In some extreme cases, disaster recovery plans may be invoked to resolve an incident. Disaster recovery is described in the service continuity management practice (section 5. 2. 12).

  According to above the best answer is "The incident category"

  Incorrect Answers:

  A Self help tool could be knowledge base where users might be able to solve their own problems without engaging with the service desk.

  The incident priority does not dictate how the tickets are routes. It only means when tickets need to be resolved first.

  A change Schedule is not part of incident management. A change schedule is part of Change enable practice.

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

• Question 346:

  Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

  A. Relationship management
  B. IT asset management
  C. Release management
  D. Service desk
  B. IT asset management

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  Explanation

  Relationship management

  The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

  IT asset management

  The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization:

  maximize value

  control costs

  manage risks

  support decision-making about purchase, re-use, retirement, and disposal of assets

  meet regulatory and contractual requirements.

  Release management

  The practice of making new and changed services and features available for use.

  Service desk

  The practice of capturing demand for incident resolution and service requests.

  The best answer is "IT Asset Management"

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

• Question 347:

  Which is the CORRECT list of metrics to support CSI activities?

  A. Technology, customer and business
  B. Business, service and technology
  C. Customer, business and process
  D. Process, technology and service
  D. Process, technology and service

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  Explanation

• Question 348:

  Which value chain activity ensures the availability of service components?

  A. Improve
  B. Deliver and support
  C. Engage
  D. Obtain/build
  D. Obtain/build

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  Explanation

  Improve The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

  Deliver and support The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

  Engage 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.

  Obtain/build The purpose of the obtain/build value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications.

  The best answer is "Obtain/build".

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

• Question 349:

  Which of the following is the BEST definition of a Risk?

  A. Something that won't happen
  B. Something that will happen
  C. Something that has happened
  D. Something that might happen
  D. Something that might happen

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  Explanation

• Question 350:

  Which is an objective of access management?

  A. To efficiently respond to requests for granting access to services
  B. To detect changes of state that have significance for management of an IT service
  C. To assist with general information, complaints or comments
  D. To minimize the impact of incidents that cannot be prevented
  A. To efficiently respond to requests for granting access to services

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  Explanation