ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 381:

  Which list includes information that would be collected when any incident is first logged?

  A. Unique reference number, escalation activity, incident priority
  B. Unique reference number, incident priority, description of symptoms
  C. Escalation activity, closure category, resolution date and time
  D. Closure category, description of symptoms, resolution date and time
  B. Unique reference number, incident priority, description of symptoms

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  Explanation

• Question 382:

  When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

  A. Business objectives
  B. Improvement plans
  C. Assessment results
  D. KPI reports
  D. KPI reports

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  Explanation

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

• Question 383:

  How is the Service Catalogue used to add value to the service provider organization?

  A. Providing a central source of information on the IT services delivered
  B. Showing the business impact of a change
  C. Displaying the relationships between configuration items
  D. To predict the root cause of issues in the IT infrastructure
  A. Providing a central source of information on the IT services delivered

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  Explanation

• Question 384:

  Which three types of metric support Continual Service Improvement (CSI) activities?

  A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
  B. Process metrics, software metrics and financial metrics
  C. Technology metrics, process metrics and service metrics
  D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
  C. Technology metrics, process metrics and service metrics

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  Explanation

• Question 385:

  In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

  A. Service Transition
  B. Service Design
  C. Service Strategy
  D. Service Operation
  B. Service Design

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  Explanation

• Question 386:

  Which of the following CANNOT be stored and managed by a tool?

  A. Data
  B. Wisdom
  C. Information
  D. Knowledge
  B. Wisdom

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  Explanation

• Question 387:

  Which of the following should be considered when designing measurement systems, methods and metrics?

  1. The services

  2. The architectures

  3. The configuration items

  4. The processes

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

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  Explanation

• Question 388:

  The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

  A. Customer level
  B. Service level
  C. Corporate level
  D. Configuration level
  D. Configuration level

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  Explanation

• Question 389:

  What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

  A. An IT asset
  B. A customer
  C. A configuration item (CI)
  D. A user
  B. A customer

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  Explanation

  An IT Asset is defined in section 5. 2. 6 on page number 167 as Any financially valuable component that can contribute to the delivery of an IT "product or service."

  A customer is defined in section 2. 2. 2 on page number 23

  A person who defines the requirements for a service and takes "responsibility for the outcomes of service consumption."

  A Configuration Item is defined in section 5. 2. 11 on page number 187

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

  A user is defined in section 2. 2. 2 on page number 23

  A person who uses services.

  So be on the definitions above. The best choice is "A Customer."

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

• Question 390:

  What is defined as "the role that uses services?

  A. Service consumer
  B. Customer
  C. User
  D. Sponsor
  C. User

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  Explanation

  Service consumer

  When receiving services, an organization takes on the role of the service consumer.

  Service consumer is a generic role that is used to simplify the definition and description of the structure of service relationships

  Customer

  A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

  User

  A person who uses services.

  Sponsor

  A person who authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.

  The best answer is "user"

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