ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 71:

  Which is a key requirement for successful service level agreements (SLAs)?

  A. They should be written using language and terms which all parties will understand
  B. They should be based on system-based metrics which are useful to the service provider
  C. They should be carried forward, unchanged, from one year to the next to enable consistent service
  D. They should avoid ambiguous targets such as those relating to user experience
  A. They should be written using language and terms which all parties will understand

  ---

  Explanation

  The Service Level Agreement is covered in section 5. 2. 15 Service Level Management Page 202

  Some of the key requirements for successful SLAs include:

  They must be related to a defined `service' in the service catalogue; otherwise they are simply individual metrics without a purpose, that do not provide adequate visibility or reflect the service perspective.

  They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.

  They should reflect an `agreement', i.e. engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.

  They must be simply written and easy to understand and use for all parties.

  The best answer is "They should be written using language and terms v/hich all parties will understand"

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

• Question 72:

  What is a problem?

  A. An addition or modification that could have an effect on services
  B. Any change of state that has significance for the management of a configuration item
  C. A cause or potential cause of one or more incidents
  D. An unplanned reduction in the quality of a service
  C. A cause or potential cause of one or more incidents

  ---

  Explanation

  Problem Management is covered in section 5. 2. 8 Page 174 A problem is defined as " A cause, or potential cause, of one or more incidents. " In An addition or modification that could have an effect on services ... the is defined as change

  Any change of state that has significance for the management of a configuration item ... this is an IT Asset

  An unplanned reduction in the quality of a service .. this is defined as an incident Reference: Axelos. (2019). ITIL Foundation ITIL 4 Edition. Norwich,: The Stationery Office

• Question 73:

  What are the three phases of 'problem management'?

  A. Problem logging, problem classification, problem resolution
  B. Incident management, problem management, change enablement
  C. Problem identification, problem control, error control
  D. Problem analysis, error identification, incident resolution
  C. Problem identification, problem control, error control

  ---

  Explanation

  Problem Management is covered in section 5. 2. 8 on page number 175.

  There are only Three phases

  Problem Identification

  Problem Control

  Error Control

  Incorrect answers:

  "Incident management, problem management, change enablement" these are practices covered under section 5. 2 Service Management Practices Problem logging, problem classification, problem resolution .. Problem logging and

  classification is a part of identifying the problem. resolution is what gets documented in a CIR. "Problem analysis, error identification, incident resolution" this is false due to Incident Resolution is a part of incident management.

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

• Question 74:

  A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

  A. Incident management
  B. Problem management
  C. Change enablement
  D. Service request management
  A. Incident management

  ---

  Explanation

  Let's analyze each option:

  Incident management: This practice deals with unplanned interruptions or reductions in quality of IT services. It focuses on restoring normal service operation as quickly as possible to minimize business impact.

  Problem management: This practice focuses on identifying and managing the causes of incidents to prevent their recurrence. It's more about root cause analysis and permanent solutions.

  Change enablement: This practice ensures that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. It's about managing planned changes.

  Service request management: This practice handles standard service requests from users, such as password resets, access requests, or information queries.

  In this scenario, we have an unplanned maintenance causing service unavailability. Since this is an unplanned disruption to normal service, it would be handled as an incident.

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

• Question 75:

  One of the five major aspects of Service Design is the design of the service solutions. It includes?

  A. Requirements, resources and capabilities needed and agreed
  B. Only requirements needed and agreed
  C. Only capabilities needed and agreed
  D. Only resources and capabilities needed
  A. Requirements, resources and capabilities needed and agreed

  ---

  Explanation

• Question 76:

  Which are objectives of problem management?

  1. Eliminate recurring incidents

  2. Minimize the impact of incidents that cannot be prevented

  3. Increase visibility and communication of incidents

  4. Provide a trigger for the raising of incidents

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

  ---

  Explanation

• Question 77:

  Which ITIL concept describes governance?

  A. The service value system
  B. The service value chain
  C. The seven guiding principles
  D. The four dimensions of service management
  A. The service value system

  ---

  Explanation

  The Service Value System is covered in Chapter 4 Page 53.

  The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation. Each organization's SVS has interfaces with other organizations, forming an ecosystem that can in turn

  facilitate value for those organizations, their customers, and other stakeholders.

  The ITIL SVS includes the following components:

  Guiding principles Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

  Governance The means by which an organization is directed and controlled. Service value chain A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value

  realization.

  Practices Sets of organizational resources designed for performing work or accomplishing an objective.

  Continual improvement A recurring organizational activity performed at all levels to ensure that an organization's performance continually meets stakeholders' expectations. ITIL 4 supports continual

  improvement with the ITIL continual improvement model

  The best Answer is "The Service Value System"

  Incorrect Answers:

  The SVC, the Guiding principles, and the four dimension are components of the service value system.

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

• Question 78:

  Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

  A. Information security management
  B. Continual improvement
  C. Monitoring and event management
  D. Service level management
  A. Information security management

  ---

  Explanation

  The purpose of Information Security Management is to protect company assets. To protect Assets Information Security will follow the CIA Triad which stands for confidentiality, integrity and availability.

  Incorrect Answers:

  iteratively with Feedback and with each iteration we improve our services/functions.

  Continual Improvement is process the follows Progress

  Monitoring and event management - when it comes to monitoring is may need to the Cybersecurity team to act depending on what events are reported depending on the severity Service level management - set clear business-based targets

  for service levels.

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

• Question 79:

  What is defined as a change of state that has significance for the management of a service or other configuration item (CI)?

  A. Problem
  B. Event
  C. Incident
  D. Alert
  B. Event

  ---

  Explanation

  Monitoring and Event Management ensures visibility across services by detecting, analyzing, and responding to events that could impact service operations or performance.

• Question 80:

  As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?

  (1)

  An internal service provider embedded within a business unit

  (2)

  An internal service provider that provides shared IT services

  (3)

  An external service provider

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

  ---

  Explanation