ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 81:

  Which one of the following is a correct definition of a supplier category?

  A. Strategic-for suppliers of operational products or services
  B. Tactical-for relationships involving significant commercial activity and business interaction
  C. Operational-for suppliers providing low value and/or readily available products and services
  D. Commodity-for significant partnering relationships that involve senior managers
  C. Operational-for suppliers providing low value and/or readily available products and services

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  Explanation

• Question 82:

  Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?

  A. Service and process improvement
  B. Baseline assessments
  C. Policy and governance review
  D. Measurable targets
  A. Service and process improvement

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  Explanation

• Question 83:

  Arrange the following steps of software lifecycle in correct order.

  1. Retire

  2. Test

  3. Operate

  4. Deploy

  5. Ideation

  6. Develop

  7. Design

  A. Ideation, Design, Develop, Deploy, Test, Operate, Retire
  B. Retire, Test, Operate, Deploy, Ideation, Develop, Design
  C. None of the above
  D. Ideation, Test, Develop, Deploy, Design, Operate, Retire
  A. Ideation, Design, Develop, Deploy, Test, Operate, Retire

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  Explanation

  This is covered in Section 5. 3. 3 Page 219. This practice is not covered on the exam.

  

  The answer is "Ideation, Design, Develop, Deploy, Test, Operate, Retire"

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

• Question 84:

  Which practice has a purpose that includes ensuring that risks have been properly assessed?

  A. Service configuration management
  B. Problem management
  C. Service level management
  D. Change control
  D. Change control

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  Explanation

  According to page 186 on section 5. 2. 11 the Service Configuration Management purpose "is to ensure that accurate and reliable information about the configuration of services, and the CI's (configuration items) that support them, is available

  when and where it is needed. This includes information on how CIs are configured and the relationships between them."

  On page number 175 section 5. 2. 8 the purpose of problem Problem Management "to reduce the likilhood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors."

  On Page number 202 section 5. 2. 15 the purpose of Service Level Management "is to set clear business based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these

  targets."

  On page number 159 section 5. 2. 4 the purpose of Change Control "is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing

  the change schedule"

  By looking the purpose of each potential answer it would make the correct choice of "Change Control". Note that Change Control is the same as "Change Enable"

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

• Question 85:

  Which document shows a detailed analysis of business impact and benefits?

  A. A return on investment
  B. Service level requirements
  C. A business case
  D. A service level agreement
  C. A business case

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  Explanation

• Question 86:

  Who owns the specific costs and risks associated with providing a service?

  A. The Service Provider
  B. The Service Level Manager
  C. The Customer
  D. The Finance department
  A. The Service Provider

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  Explanation

• Question 87:

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

  A. Information security management
  B. Change enablement
  C. Problem management
  D. Service configuration management
  A. Information security management

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  Explanation

  The question is referring to the CIA Triad which is used in Cybersecurity so the best match is "Information security management"

  Information security management is covered in section 5. 1.3 Page 114.

  The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of

  information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non- repudiation (ensuring that someone can't deny that they took an action).

  Incorrect Answers:

  Change enablement

  The purpose of the change control practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

  Problem management

  The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

  Service configuration management

  The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes

  information on how CIs are configured and the relationships between Them.

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

• Question 88:

  Which dimension considers how knowledge assets should be protected?

  A. Organizations and people
  B. Partners and suppliers
  C. Information and technology
  D. Value streams and processes
  C. Information and technology

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  Explanation

  The question is asking about The Four Dimension of Service Management which is covered in Chapter 3. Starting on Page number 37.

  The complexity of organizations is growing, and it is important to ensure that the way an organization is structured and managed, as well as its roles, In section 3. 1. Page 40 . Organizations and people "

  responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model."

  The partners and suppliers dimension encompasses an organization's relationships with other organizations that are involved in the design, development, In Section 3. 3 Page 46 Partners and Suppliers "

  deployment, delivery, support, and/or continual improvement of services. It also incorporates contracts and other agreements between the organization and its partners or suppliers."

  When applied to the SVS, the information and technology dimension includes the information and knowledge necessary for the management of services, as In Section 3. 2 Page 41 Information and Technology "

  well as the technologies required. It also incorporates the relationships between different components of the SVS, such as the inputs and outputs of activities and practices."

  Applied to the organization and its SVS, the value streams and processes dimension is concerned with how the various parts of the organization work in an In Section 3. 4 Page 48 Value Streams and Process "

  integrated and coordinated way to enable value creation through products and services. The dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is

  enabling value creation for all stakeholders efficiently and effectively."

  Any financially valuable component that can contribute to the delivery of an IT product or service." Page 167.

  To answer this question. What is an Asset? An Asset can be defined as "

  So who is responsible for protecting Assets that would be the IT department which would fall into the "Information and Technology" dimension.

  Incorrect Answers:

  Organizations and People has nothing to do with Assets. This is about growing the business and relationship of people.

  Partners and Suppliers are external to the business and is more focus on the relationship between the organization and the external business.

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

• Question 89:

  Identify the missing word in the following sentence.

  A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

  A. assets
  B. values
  C. elements
  D. services
  D. services

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  Explanation

  The addition, modification, or removal of anything that could have a direct or indirect effect on services."

  Section 5. 2. 4. Page 160. A Change is defined as "

  To fill in the blank. The answer is "Services"

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

• Question 90:

  Which of the following activities must be address through the Monitoring and event Management practice's process and procedures?

  A. Identifying services, components, and systems.
  B. Implementing and managing monitoring tasks.
  C. Establishing thresholds and other event-related criteria
  D. Employing automations and processes
  A. Identifying services, components, and systems.
  B. Implementing and managing monitoring tasks.
  C. Establishing thresholds and other event-related criteria
  D. Employing automations and processes

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  Explanation

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