ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 371:

  What is the BEST description of the CSI register?

  A. It is a record of all authorized changes and their planned implementation dates
  B. It is a record of proposed improvement opportunities and the benefits that will be achieved
  C. It is a record of new services to be approved by a customer, including proposed implementation dates
  D. It is a record of completed improvements and the relevant customer satisfaction metric
  B. It is a record of proposed improvement opportunities and the benefits that will be achieved

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  Explanation

• Question 372:

  Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.

  (1)

  Allocate roles and responsibilities to work on CSI initiatives.

  (2)

  Measure and review that the CSI plan is executed and its objectives are being achieved.

  (3)

  Identify the scope, objectives and requirements for CSI.

  (4)

  Decision on implementation of further enhancement.

  A. 3-1-2-4
  B. 3-4-2-1
  C. 1-3-2-4
  D. 2-3-4-1
  A. 3-1-2-4

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  Explanation

• Question 373:

  Which of the following statements applies to value?

  1. Subject to the perception of stakeholders.

  2. The perceived benefits of a product, service, or other aspect.

  3. The perceived usefulness of a product, service, or other aspect.

  4. The perceived importance of a product, service, or other aspect.

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

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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 374:

  Which is a service request?

  A. Requesting a workaround for an issue
  B. Requesting information about how to create a document
  C. Requesting an enhancement to an application
  D. Requesting investigation of a degraded service
  B. Requesting information about how to create a document

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  Explanation

  A service request can be defined as

  A request from a user or a user's authorized representative that initiates a "service action which has been agreed as a normal part of service delivery."

  So the best answer is "Requesting information about how to create a document"

  Incorrect Answers:

  Requesting a workaround for an issue is described in Problem Management Practice

  Requesting an enhancement to an application this is a special type of service request called a change request.

  Requesting investigation of a degraded service. A degraded service is also called an incident.

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

• Question 375:

  Which is the CORRECT description of an outcome?

  A. The result of carrying out an activity, following a process, or delivering an IT service
  B. The inputs that trigger an action for an activity, process or IT service
  C. The prediction of the future demand requirements for an activity, process or IT service
  D. The design and development of the activities that make up a process or IT service
  A. The result of carrying out an activity, following a process, or delivering an IT service

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  Explanation

• Question 376:

  Which describes a `change authority'?

  A. A model used to determine who will assess a change
  B. A person who approves a change
  C. A tool used to help changes
  D. A way to manage the people aspects of change
  B. A person who approves a change

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  Explanation

  This is covered in section 5. 2. 4 Change Enablement. 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 control 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 choice is "A person who approves a change"

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

• Question 377:

  What can be described as an operating model for the creating and management of products and services?

  A. Governance
  B. Service value chain
  C. Guiding principles
  D. Practices
  B. Service value chain

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  Explanation

  The Service Value Chain is the only option that is a model. See Image Below

  

  Incorrect Answers:

  Governance, Guiding Principles, and Practices are not operating models but they part a larger operating model called the Service Value System.

  https://cdn-cllme.nitrocdn.com/fsJtPHuAIrjqkSrOmOGUpPSluVVKYWgR/assets/desktop/optimized/rev-06de79d/d5jbouauxtwah.cloudfront.net/

  eyJidWNrZXQiOiJrbm93bGVkZ2VodXQtcHJlcG8tbGl2ZSIsImtleSI6InR1dG9yaWFsc1wvdG9waWNzXC9pbWFnZXNcLzE1NjcwNTY2OTE0MTYtSW1hZ2UtMTEuanBnIiwiZWRpdHMiOnsicmVzaXplIjp7ImZpdCI6ImNvdmVyIn19fQ== https://

  itsm.tools/itil-4-service-value-chain/

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

• Question 378:

  Which of the following statements are CORRECT about outcomes of services?

  1. They are a result for a stakeholder.

  2. They can be an intangible delivery of an activity.

  3. They can be a tangible delivery of an activity.

  4. They are enabled by one or more outputs.

  5. The provider and consumer can work together to understand the desired outcomes.

  A. 1,4, and 5
  B. All of these Statements
  C. 2 and 3
  D. 1 and 4
  A. 1,4, and 5

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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 379:

  Which statement about service requests is CORRECT?

  A. Complex service requests should be dealt with as normal changes
  B. Service requests that require simple workflows should be dealt with as incidents
  C. Service requests require workflows that should use manual procedures and avoid automation
  D. Service requests are usually formalized using standard procedures for initiation, approval and fulfillment
  D. Service requests are usually formalized using standard procedures for initiation, approval and fulfillment

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  Explanation

  Service Request is handled in Section 5. 2. 16 Page 207

  Fulfillment of service requests may include changes to services or their components; usually these are standard changes. Service requests are a normal part of service delivery and are not a failure or degradation of service, which are

  handled as incidents. Since service requests are pre-defined and pre-agreed as a normal part of service delivery, they can usually be formalized, with a clear, standard procedure for initiation, approval, fulfillment, and management. Some

  service requests have very simple workflows, such as a request for information. Others, such as the setup of a new employee, may be quite complex and require contributions from many teams and systems for fulfillment. Regardless of the

  complexity, the steps to fulfill the request should be well-known and proven. This allows the service provider to agree times for fulfillment and to provide clear communication of the status of the request to users.

  The correct answer is "Service requests are usually formalized using standard procedures for initiation, approval and fulfillment "

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

• Question 380:

  Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

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

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  Explanation