ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 971:

  What must a service level agreement (SLA) define?

  A. Legally binding contractual responsibilities or both parties
  B. Legally binding contractual responsibilities of just the IT service provider
  C. Key service targets and responsibilities of both the IT service provider and customer
  D. Key service targets and responsibilities of just the IT service provider
  C. Key service targets and responsibilities of both the IT service provider and customer

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  Explanation

• Question 972:

  Which term is used to describe the prediction and control of income and expenditure within an organization?

  A. Charging
  B. Governance
  C. Budgeting
  D. Accounting
  C. Budgeting

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  Explanation

• Question 973:

  Which aspect of Information Security Management ensures that data is limited to modification by authorized personnel and activities.

  A. Confidentiality
  B. Integrity
  C. Availablity
  D. Authentication
  B. Integrity

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  Explanation

  Information Security Management protects information assets through policies and controls that maintain confidentiality, integrity, and availability (CIA).

• Question 974:

  Which of the following activities would be performed by a process manager?

  1. Monitoring and reporting on process performance

  2. Identifying improvement opportunities

  3. Appointing people to required roles

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

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  Explanation

• Question 975:

  Which organization delivers output or outcomes of a service?

  A. A service consumer delivers outcomes of the service
  B. A service provider delivers outcomes of the service
  C. A service consumer delivers outputs of the service
  D. A service provider delivers outputs of the service
  B. A service provider delivers outcomes of the service

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  Explanation

  A service provider will deliver outcomes to the end user.

  Service Provider is covered in section 2. 2. 1 Page 22

  When provisioning services, an organization takes on the role of the service provider. The provider can be external to the consumer's organization, or they can both be part of the same organization.

  The best answer is "A service provider delivers outcomes of the service"

  Incorrect Answers:

  A service consumer delivers outcomes of the service ... this is false, Service consumers do not deliver outcomes they would receive the outcomes A service consumer delivers outputs of the service .. this is false.

  A service provider delivers outputs of the service ... this partially true, is it the outcome that is delivered which can contain one or more outputs.

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

• Question 976:

  Where are the details of core and enhancing service provided?

  A. The definitive media library.
  B. The configuration management system.
  C. The service portfolio.
  D. The service catalogue.
  D. The service catalogue.

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  Explanation

• Question 977:

  What is a cause, or potential cause, of one or more incidents?

  A. A configuration item
  B. A workaround
  C. An incident
  D. A problem
  D. A problem

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  Explanation

  A configuration item Any component that needs to be managed in order to deliver an IT service. A workaround

  A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.

  An incident An unplanned interruption to a service or reduction in the quality of a service. A problem

  A cause, or potential cause, of one or more incidents.

  The correct answer "A Problem"

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

• Question 978:

  Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

  A. Incident management
  B. Problem management
  C. Continual improvement
  D. Service request management
  C. Continual improvement

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  Explanation

  Excerpt Taken from Page 111 from section 5. 1.2 When assessing the current state, there are many techniques that can be employed, such as a strength, weakness, opportunity, and threat (SWOT) analysis, a balanced scorecard review, internal and external assessments and audits, or perhaps even a combination of several techniques. Organizations should develop competencies in methodologies and techniques that will meet their needs.

  The best answer is "Continual Improvement"

  Incorrect Answers:

  Incident Management is about taking in information from the user and resolving their issue as soon as possible Problem Management occurs when there multiple incidents similar in nature indication of a larger issue, In Problem Management Practice is to design a long term solution to prevent those type of incidents occurring in the future. Service Request Management is about solving requesting using workflow process

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

• Question 979:

  Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

  A. Categorization
  B. Detection
  C. Prioritization
  D. Escalation
  A. Categorization

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  Explanation

• Question 980:

  Where are the details of the required performance outcomes of a service defined?

  A. Service level agreements
  B. Service requests
  C. Service components
  D. Service offerings
  A. Service level agreements

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  Explanation

  Service level agreements A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

  Service requests 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.

  Service components Service offerings

  A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.

  The best answer is "Service level agreements."

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