ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 361:

  A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

  A. As a change request
  B. As a service request
  C. As an event
  D. As a problem
  D. As a problem

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  Explanation

  A change request is a schedule event such as patching software

  A service request is not an incident and normally has workflow that would need to be follow. An example of a Service Request process is onboarding a new user.

  Event is a notification that something was changed or modified. Event does not mean that a bad thing happen.

  A problem can be gather when multiple incidents have been open that is similar in nature. In the Service Desk world we would call this a P1 or P2 Incident.

  To the best answer to choose is "As a Problem"

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

• Question 362:

  Removing or restricting rights to use an IT Service is the responsibility of which process?

  A. Access Management
  B. Incident Management
  C. Request Fulfillment
  D. Change Management
  A. Access Management

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  Explanation

• Question 363:

  Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

  A. Service configuration management
  B. Service desk
  C. Problem management
  D. Deployment management
  B. Service desk

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  Explanation

  The Service Desk is covered in Section 5. 2. 14 Page 200

  Service desks provide a variety of channels for access. These include:

  phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others service portals and mobile applications, supported by service and request catalogues, and

  knowledge bases chat, through live chat and chatbots email for logging and updating, and for follow-up surveys and confirmations. Unstructured emails can be difficult to process, but emerging technologies based on AI and machine learning

  are starting to address this walk-in service desks are becoming more prevalent in some sectors, e.g. higher education, where there are high peaks of activity that demand physical presence text and social media messaging, which are useful

  for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support public and corporate social media and discussion forums for contacting the service provider and

  for peer-to-peer support.

  Incorrect Answers:

  Service configuration management is about keeping track of configuration of certain IT Assets.

  Problem management ... investigates why an incident occurs.

  Deployment management ... is about deploying changes to a live or production environment

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

• Question 364:

  Which statement about change authorization is CORRECT?

  A. A change authority should be assigned to each type of change and change model
  B. Centralizing change authorization to a single person is the most effective means of authorization
  C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
  D. Standard changes are high risk and should be authorized by the highest level of change authority
  A. A change authority should be assigned to each type of change and change model

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  Explanation

  Change Authorization is covered in Change enablement section 5. 2. 4 page 159

  The person or group who authorizes a change is known as a change authority. It is essential that the correct change authority is assigned to each type of change to ensure that Change enablement is both efficient and effective. In high-

  velocity organizations, it is a common practice to decentralize change approval, making the peer review a top predictor of high performance.

  The best answer is "A change authority should be assigned to each type of change and change model"

  Incorrect Answers:

  Standard changes are high risk and should be authorized by the highest level of change authority ... this is incorrect. Standard Changes are low risk and normally is reauthorized. The authorization of normal changes should be expedited to

  ensure they can be implemented quickly ... this is incorrect. Changes that are expedited are Emergency Changes. Centralizing change authorization to a single person is the most effective means of authorization ... this is incorrect. Some

  change authorization will involve a team of individuals that make up a change advisory board.

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

• Question 365:

  An IT Service organization wants to provide a Service Desk facility near the user base they must serve. Which Type of Service Desk structure should the IT Service Organization implement?

  A. Follow-the-sun Service Desk
  B. Centralized Service Desk
  C. Local Service Desk
  D. Virtual Service Desk
  C. Local Service Desk

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  Explanation

  The Service Desk acts as the single point of contact between users and the service provider, managing incidents, requests, and communication effectively.

• Question 366:

  What is the PRIMARY use of a change schedule?

  A. To support the `incident management' practice and improvement planning
  B. To manage emergency changes
  C. To plan changes and help avoid conflicts
  D. To manage standard changes
  C. To plan changes and help avoid conflicts

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  Explanation

  So lets examine each possible solution to determine if they are correct or not.

  To support the `incident management' practice and improvement planning ... This is incorrect ... this is about Problem Management.

  To manage emergency changes - this is incorrect. Emergency Changes normally performed as soon as possible.

  To manage standard changes - this is incorrect. A standard charge usually does not need any planning since a standard change is usually pre approved process. Such as a service request.

  To plan changes and help avoid conflicts . . this is the correct answer ... when doing a change it needs to schedules around production to ensure that there are no interruption to the business.

  An Examples of this is installing Server Patches on a rotation schedule during non-critical hours of the day.

  Change Enablement is covered in section 5. 2. 4 ...

  Excerpt form page number 161

  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.

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

• Question 367:

  Which statement about managing incidents is CORRECT?

  A. Low impact incidents should be resolved efficiently, making logging unnecessary
  B. The 'incident management' practice should use a single process regardless of the impact of the incident
  C. Low impact incidents should be resolved efficiently so the resource required is reduced
  D. Incidents with the lowest impact should be resolved first
  C. Low impact incidents should be resolved efficiently so the resource required is reduced

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  Explanation

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

  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).

  The best answer is "Low impact incidents should be resolved efficiently so the resource required is reduced"

  Incorrect Answers:

  Low impact incidents should be resolved efficiently, making logging unnecessary ... this is incorrect. No matter what the impact of an incident it should be documented.

  The 'incident management' practice should use a single process regardless of the impact of the incident .. this is incorrect. each incident should be treating as unique and may require different resolution. Incidents with the lowest impact

  should be resolved first .. this is incorrect. incidents with the highest impact should take priority.

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

• Question 368:

  Macth the Value Chain Activity with their Corresponding output.

  Select and Place:

  

  

  Explanation

  You should match the value chain activity with the key outputs as follows:

  Plan - Examples of key outputs are: operational, tactical and strategic plans, and architectures and portfolio decisions from Design and transition. However, they also include, but are not limited to: improvement status reports and improvement

  initiatives for value chain tasks.

  Improve - Examples of key outputs are: value chain improvement initiatives and contract agreements for Engage. However, they also include, but are not limited to: improvement status reports for value chain tasks and contract requirements

  for Engage.

  Engage - Examples of key outputs are: service and product requirements for Design and transition and support tasks for Deliver and support. However, they also include, but are not limited to: stakeholder feedback for Improve and project

  change or initiation requests for Obtain/build.

  Design and transition - Examples of key outputs are: specifications for Obtain/build and changed and new services and products for Deliver and support. However, they also include, but are not limited to: contract requirements for Engage and

  performance information for Improve.

  Obtain/build - Examples of key outputs are: service components for Deliver and support and data about changed and new components to value chain tasks. However, they also include, but are not limited to: service elements for Design and

  transition and contract requirements for Engage.

  Deliver and support - Examples of key outputs are: delivery of services to users and customers and change requests for Obtain/build. However, they also include, but are not limited to: data on user support task completion for Engage and

  improvement opportunities for Improve.

  Objective:

  Understand the activities of the service value chain, and how they interconnect

  Sub-Objective:

  Describe the interconnected nature of the service value chain and how this supports value streams

  References:

  ITIL Foundation ITIL 4 Edition, Chapter 4: The ITIL service value system, 4. 5. 1 Plan, 4. 5. 6 Deliver and support, pp. 61-66

• Question 369:

  Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

  A. Plan
  B. Do
  C. Check
  D. Act
  A. Plan

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  Explanation

• Question 370:

  The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

  A. Knowledge Management
  B. Availability Management
  C. Service Asset and Configuration Management
  D. Change Management
  A. Knowledge Management

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  Explanation