ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 351:

  Which process is responsible for sourcing and delivering components of requested standard services?

  A. Request fulfilment
  B. Service portfolio management
  C. Service desk
  D. IT finance
  A. Request fulfilment

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  Explanation

• Question 352:

  What is the correct Order of the phases of Problem Management?

  A. Problem Identification, Error Control, Problem Control
  B. Problem Identification, Problem Control, Error Control
  C. Error Control, Problem Identification, Problem Control
  D. Problem Control, Error Control, Problem Identification,
  B. Problem Identification, Problem Control, Error Control

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  Explanation

  Incident Management focuses on restoring normal service operations quickly to minimize the impact of unplanned interruptions or service degradations.

• Question 353:

  What should a release policy include?

  A. Roles and responsibilities across all the service transition processes
  B. Roles and responsibilities for updating the configuration management database (CMDB)
  C. Criteria and authorization to exit early life support and handover to the service operation function
  D. How request for changes (RFCs) are approved for software releases in the IT production environment
  C. Criteria and authorization to exit early life support and handover to the service operation function

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  Explanation

• Question 354:

  Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

  A. The Service Desk Manager
  B. The Service Manager
  C. The Request Fulfillment Process Manager
  D. The Request Fulfillment Process Owner
  D. The Request Fulfillment Process Owner

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  Explanation

• Question 355:

  Which lifecycle stage defines how value is created and delivered?

  A. Service design
  B. Service strategy
  C. Continual service improvement
  D. Service operation
  B. Service strategy

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  Explanation

  In ITIL's legacy service lifecycle, the Service Strategy stage is responsible for defining how value is created and delivered by services.

  As summarized in ITIL 4 (Axelos, 2019, p. 53):

  "The service value system represents how all the components and activities of the organization work together as a system to enable value creation."

  This concept originates from Service Strategy, which defines:

  What services will deliver value,

  Who the customers are,

  What business outcomes the services enable, and

  How to design and deliver value effectively through service management.

  Thus, Service Strategy determines how an organization creates, delivers, and supports value through its service offerings -- the foundation for all other lifecycle stages.

  Incorrect Answers Explained

  A. Service design

  Section: Legacy alignment noted under 2. 3. 1 and design-related practices (e.g., p. 122 onward)

  Purpose: To design new or changed services that meet business requirements and align with the strategic direction.

  While Service Design defines how services will function and how they will be delivered technically and operationally, it does not define how value itself is created -- it implements what Service Strategy defines.

  C. Continual service improvement (CSI)

  Section: Legacy mapping, 2. 3. 1 (p. 54)

  Purpose: To ensure services are aligned with changing business needs by identifying and implementing improvements.

  CSI enhances how value is delivered over time but does not define how value is initially created or structured.

  It focuses on optimization, not definition of value.

  D. Service operation

  Section: Legacy alignment under 2. 3. 1 (p. 54)

  Purpose: To deliver and support services in live operation, ensuring they meet agreed levels of performance and reliability.

  Service Operation is where value is realized by users -- not where it is defined.

  It executes daily delivery but follows the strategic framework defined earlier.

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

• Question 356:

  Which is an activity of the 'incident management" practice?

  A. Assessing and prioritizing improvement opportunities
  B. Performing service reviews with customers
  C. Providing good-quality updates when expected
  D. Automating service requests to the greatest degree possible
  C. Providing good-quality updates when expected

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  Explanation

  Incident Management is covered in section 5. 2. 5 Page 163.

  It is important that people working on an incident provide good-quality updates in a timely fashion. These updates should include information about symptoms, business impact, CIs affected, actions completed, and actions planned. Each of

  these should have a timestamp and information about the people involved, so that the people involved or interested can be kept informed. There may also be a need for good collaboration tools so that people working on an incident can

  collaborate effectively.

  The best answer is "Providing good-quality updates when expected"

  Incorrect Answers:

  Assessing and prioritizing improvement opportunities ... this is an activity of Continual Improvement

  Performing service reviews with customers .. this is an activity of service level management

  Automating service requests to the greatest degree possible ... this is an activity of Service request management

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

• Question 357:

  How is a service delivered between departments of same organization classified?

  A. Internal Service
  B. External Service
  C. Mission Critical service
  D. Organizational service.
  A. Internal Service

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  Explanation

• Question 358:

  Which of the following is NOT a source of best practice?

  A. Standards
  B. Technology
  C. Academic research
  D. Internal experience
  B. Technology

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  Explanation

• Question 359:

  Which is a use of a change schedule?

  A. Speeding up the planning and authorization of emergency changes
  B. Providing information about deployed changes to help manage incidents and problems
  C. Tracking and managing improvement ideas from identification through to final action
  D. Providing a means of initiating and assessing normal changes
  B. Providing information about deployed changes to help manage incidents and problems

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  Explanation

  Change Schedule is covered in Change enablement section 5. 2. 4 Page 159.

  The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem

  management, and improvement planning. Regardless of who the change authority is, they may need to communicate widely across the organization. Risk assessment, for instance, may require them to gather input from many people with

  specialist knowledge. Additionally, there is usually a need to communicate information about the change to ensure people are fully prepared before the change is deployed.

  The best answer is "Providing information about deployed changes to help manage incidents and problems"

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

• Question 360:

  Which statement about Service Asset and Configuration Management (SACM) is FALSE?

  A. The scope of SACM includes management of the complete lifecycle of every configuration item (CI)
  B. Configuration baselines and versions are produced by SACM
  C. SACM maintains an accurate and complete configuration management system (CMS)
  D. All changes to Cis are authorized by SACM
  B. Configuration baselines and versions are produced by SACM

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  Explanation