ITIL ITIL-FND Online Practice Questions and Exam Preparation

ITIL ITIL-FND Online Questions & Answers

• Question 981:

  Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

  A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development
  B. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
  C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
  D. Service Catalogue and Service Portfolio are different names for the same thing
  C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment

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  Explanation

• Question 982:

  Which is considered by the `partners and suppliers' dimension?

  A. Using artificial intelligence
  B. Defining controls and procedures
  C. Using formal roles and responsibilities
  D. Working with an integrator to manage relationships
  D. Working with an integrator to manage relationships

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  Explanation

  This is one dimension of the four dimensions of service management.

  The Partners and Suppliers is covered in section 3. .3 Page 46

  Relationships between organizations may involve various levels of integration and formality. This ranges from formal contracts with clear separation of responsibilities, to flexible partnerships where parties share common goals and risks, and

  collaborate to achieve desired outcomes. Some relationship examples are shown in Table 3. 1. Note that the forms of cooperation described are not fixed but exist as a spectrum. An organization acting as a service provider will have a position

  on this spectrum, which will vary depending on its strategy and objectives for customer relationships. Likewise, when an organization acts as a service consumer, the role it takes on will depend on its strategy and objectives for sourcing and

  supplier management. When it comes to using partners and suppliers, an organization's strategy should be based on its goals, culture, and business environment. For example, some organizations may believe that they will be best served by

  focusing their attention on developing certain core competencies, using partners and suppliers to provide other needs. Other organizations may choose to rely as much as possible on their own resources, using partners and suppliers as little

  as possible. There are, of course, many variations between these two opposite approaches.

  The best answer is "Working with an integrator to manage relationships"

  In

  Using artificial intelligence: This would be considered under the Information and Technology Dimension Section 3. 2

  Defining controls and procedures: This would be considered under the Value Streams and Processes Section 3. 4

  Using formal roles and responsibilities - This would be considered under Organization and People

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

• Question 983:

  Which of the following does the Availability Management process include?

  (1)

  Ensuring services are able to meet availability targets

  (2)

  Monitoring and reporting actual availability

  (3)

  Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

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  Explanation

• Question 984:

  Which of the following is NOT an example of Self-Help capabilities?

  A. Requirement to always call the service desk for service requests
  B. Menu-driven range of self help and service requests
  C. Web front-end
  D. A direct interface into the back end process handling software
  A. Requirement to always call the service desk for service requests

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  Explanation

• Question 985:

  Why should some service requests be fulfilled with no additional approvals?

  A. To ensure that spending is properly accounted for
  B. To ensure that information security requirements are met
  C. To streamline the fulfillment workflow
  D. To set user expectations for fulfillment times
  C. To streamline the fulfillment workflow

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  Explanation

  To answer this question there are some request that don't need management approval such as a password reset for an end user thus this would streamline the workflow leading to faster completion time.

  Also this would be up to business model as well.

  incorrect answers:

  To ensure that information security requirements are met - this is not necessarily a service request, this could be an incident or a change request depending on the severity of the equipment. To ensure that spending is properly accounted for this is not a function of service request management but a function of Service Financial Management To set user expectations for fulfillment times - this is not a justification to remove additional approvals.

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

• Question 986:

  A Service design package (SDP) would normally be produced for which of the following?

  1. A new IT service

  2. A major change to an IT service

  3. An emergency change to an IT service

  4. An IT service retirement

  A. 2, 3 and 4 only
  B. 1, 2 and 4 only
  C. None of the above
  D. All of the above
  B. 1, 2 and 4 only

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  Explanation

• Question 987:

  An IT service organization wants to provide a Service Desk facility to its users by recruiting Service Desk Staff that will provide service support from their homes. Which type of Service Desk organizational Structure should the IT Service Organization implement?

  A. Local Service Desk
  B. Virtual Service Desk
  C. Centralized Service Desk
  D. Follow-the-sun Service Desk
  B. Virtual Service Desk

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  Explanation

  The Service Desk acts as the single point of contact between users and the service provider, managing incidents, requests, and communication effectively.

• Question 988:

  What is the definition of an Alert?

  A. An error message to the user of an application
  B. A warning that a threshold has been reached or that something has changed
  C. A type of Incident
  D. An audit report that indicates areas where IT is not performing according to agreed procedures
  B. A warning that a threshold has been reached or that something has changed

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  Explanation

• Question 989:

  A single Release unit, or a structured set of Release units can be defined within:

  A. The RACI Model
  B. A Release Package
  C. A Request Model
  D. The Plan, Do, Check, Act (PDCA) cycle
  B. A Release Package

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  Explanation

• Question 990:

  Which is the BEST example of an emergency change?

  A. The implementation of a planned new release of a software application
  B. A low-risk computer upgrade implemented as a service request
  C. The implementation of a security patch to a critical software application
  D. A scheduled major hardware and software implementation
  C. The implementation of a security patch to a critical software application

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  Explanation

  Emergency Changes are cover in section 5. 2. 4 Page 159

  Emergency changes These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch.

  Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the

  same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less

  testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved.

  The best answer is "The implementation of a security patch to a critical software application"

  In

  The implementation of a planned new release of a software application ... The is Normal Change

  A low-risk computer upgrade implemented as a service request .. this is a standard change

  A scheduled major hardware and software implementation .. this is a normal change

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