March Sale Special - Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: top65certs

Exin ITILFND Dumps

Page: 1 / 19
Total 503 questions

ITIL - Foundation Questions and Answers

Question 1

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

Options:

A.

Service desk

B.

Service level management

C.

Service request management

D.

Service configuration management

Question 2

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

Options:

A.

A standard change

B.

An emergency change

C.

An internal change

D.

A normal change

Question 3

Which is the correct combination of items that makes up an IT service?

Options:

A.

Customers, providers and documents

B.

Information technology, people and processes

C.

Information technology, networks and people

D.

People, processes and customers

Question 4

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Options:

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

Question 5

Which is a purpose of the ‘service desk’ practice?

Options:

A.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B.

To be the entry point and single point of contact for the service provider with all of its users

C.

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

D.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Question 6

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

Options:

A.

'focus on value' guiding principle

B.

service value system

C.

'service request management' practice

D.

four dimensions of service management

Question 7

What is the definition of a known error?

Options:

A.

An unplanned interruption to a service, or reduction in the quality of a service

B.

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

C.

A problem that has been analyzed and has not been resolved

D.

Any change of state that has significance for the management of a service or other configuration item (CI)

Question 8

What is recommended by the guiding principle ‘progress iteratively with feedback’?

Options:

A.

A current state assessment that is carried out at the start of an improvement initiative

B.

The identification of all interested parts at the start of an improvement initiative

C.

An improvement initiative that is broken into a number of manageable sections

D.

An assessment of how all the parts of an organization will affect an improvement initiative

Question 9

What is NOT within the scope of service catalogue management?

Options:

A.

Contribution to the definition of services

B.

Interfaces between all services and supporting services

C.

Interfaces between the service catalogue and service portfolio

D.

Fulfilment of business service requests

Question 10

Which ITIL concept describes governance?

Options:

A.

The service value system

B.

The service value chain

C.

The seven guiding principles

D.

The four dimensions of service management

Question 11

What is an incident?

Options:

A.

The planned removal of an item that might affect a service

B.

A result enabled by one or more outputs

C.

A possible future event that could cause harm

D.

A service interruption resolved by the use of self-help tools

Question 12

Which is handled as a service request?

Options:

A.

An investigation to identify the cause of an incident

B.

A compliment about an IT support team

C.

The failure of an IT service

D.

An emergency change to implement a security patch

Question 13

Which practice provides support for managing feedback, compliments and complaints from users?

Options:

A.

Change control

B.

Service request management

C.

Problem management

D.

Incident management

Question 14

Which usually requires a team of representatives from many stakeholder groups?

Options:

A.

Fulfilling a service request

B.

Authorizing an emergency change

C.

Logging a new problem

D.

Investigating a major incident

Question 15

What is the purpose of the ‘problem management’ practice?

Options:

A.

To protect the information needed by the organization to conduct its business

B.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C.

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Question 16

Which service catalogue view is considered beneficial when constructing the relationship between services,

SLAs, OLAs, and other underpinning agreements?

Options:

A.

Service-based SLA view

B.

Wholesale customer view

C.

Retail customer view

D.

Supporting services view

Question 17

Why should service desk staff detect recurring issues?

Options:

A.

To help identify problems

B.

To escalate incidents to the correct support team

C.

To ensure effective handling of service requests

D.

To engage the correct change authority

Question 18

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

information can be obtained?

Options:

A.

Categorization

B.

Detection

C.

Prioritization

D.

Escalation

Question 19

How do all value chain activities transform inputs to outputs?

Options:

A.

By using a combination of practices

B.

By using a single functional team

C.

By determining service demand

D.

By implementing process automation

Question 20

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 [?].

Options:

A.

assets

B.

values

C.

elements

D.

services

Question 21

Which practice provides a single point of contact for users?

Options:

A.

Incident management

B.

Change control

C.

Service desk

D.

Service request management

Question 22

Which statement about outcomes is CORRECT?

Options:

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

Question 23

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

Options:

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management

Question 24

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Options:

A.

Relationship management

B.

Continual improvement

C.

Service configuration management

D.

Service level management

Question 25

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

Options:

A.

closed

B.

logged

C.

analysed

D.

escalated

Question 26

What are the ITIL guiding principles used for?

Options:

A.

To help an organization make good decisions

B.

To direct and control an organization

C.

To identify activities that an organization must perform in order to deliver a valuable service

D.

To ensure that an organization’s performance continually meets stakeholders’ expectations

Question 27

Which practice identifies metrics that reflect a customer experience of a service?

Options:

A.

Continual improvement

B.

Service level management

C.

Service desk

D.

Problem management

Question 28

When planning ‘continual improvement’, which approach for assessing the current state of a service is

CORRECT?

Options:

A.

An organization should always use a single technique to ensure metrics are consistent

B.

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

C.

An organization should always develop competencies in methodologies and techniques that will meet their

needs

D.

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Question 29

Which guiding principle recommends standardizing and streamlining manual tasks?

Options:

A.

Optimize and automate

B.

Collaborate and promote visibility

C.

Focus on value

D.

Think and work holistically

Question 30

Which statement about costs is CORRECT?

Options:

A.

Costs removed from the consumer are part of service consumption

B.

Costs imposed on the consumer are costs of service utility

C.

Costs removed from the consumer are part of the value proposition

D.

Costs imposed on the consumer are costs of service warranty

Question 31

What is an output?

Options:

A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item

Question 32

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Options:

A.

Each iteration should be designed before starting the initiative and implemented without feedback

B.

Feedback should only be taken into account when one iteration fails to meet its objective

C.

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

D.

Each iteration should be continually re-evaluated based on feedback

Question 33

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Options:

A.

As an event

B.

As a problem

C.

As a service request

D.

As a change request

Question 34

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Options:

A.

Start where you are

B.

Collaborate and promote visibility

C.

Keep it simple and practical

D.

Optimize and automate

Question 35

Which is the purpose of the 'monitoring and event management' practice?

Options:

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To systematically observe services and service components, and record and report selected changes of state

C.

To protect the information needed by the organization to conduct its business

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Question 36

Which is a key consideration for the guiding principle 'keep it simple and practical'?

Options:

A.

Try to create a solution for every exception

B.

Start with a complex solution, then simplify

C.

Understand how each element contributes to value creation

D.

Ignore the conflicting objectives of different stakeholders

Question 37

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

Options:

A.

plans

B.

measurement

C.

process

D.

tools

Question 38

How does a service consumer contribute to the reduction of disk?

Options:

A.

By paying for the service

B.

By managing server hardware

C.

By communicating constraints

D.

By managing staff availability

Question 39

Which statement about outcomes is CORRECT?

Options:

A.

They are deliverables provided to service consumers.

B.

They allow service consumers to achieve a desired result.

C.

They provide products to service providers based on outputs.

D.

The co-create value for service providers by reducing costs and risks.

Question 40

Which is CORRECT about change authorization?

Options:

A.

A change authority is assigned each time a standard change is requested

B.

Emergency changes are authorized by the technician making the change

C.

Assignment of the change authority is based on the charge type and model

D.

The chance authority will ensure changes are authorized after they are deployed

Question 41

Which of the following is NOT recommended by the guiding principle 'start where you are?

Options:

A.

Asking questions that appear to be stupid

B.

Identifying what is available to be leveraged

C.

Building something completely new

D.

Collecting data directly from the source

Question 42

What can be used to determine if a service is 'fit for purpose'?

Options:

A.

Availability

B.

Warranty

C.

Outcome

D.

Utility

Question 43

Which statement about service relationship management is CORRECT?

Options:

A.

It focuses on the service actions performed by users

B.

It requires the service consumer to create resources for the service provider

C.

It requires co-operation of both the service provider and service consumer

D.

It focuses on the fulfilment of the agreed service actions

Question 44

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Options:

A.

Focus on value

B.

Progress iteratively with feedback

C.

Collaborate and promote visibility

D.

Optimize and automate

Question 45

Which practice is responsible for moving new or changed components to live or other environments?

Options:

A.

Release management

B.

Deployment management

C.

Change enablement

D.

Supplier management

Question 46

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Question 47

Which BEST describes the purpose of the 'improve' value chain activity?

Options:

A.

To organize a major improvement initiative into several smaller initiatives

B.

To make new and improved services and features available for use

C.

To ensure a shared understanding of the vision and improvement direction for all products and services

D.

To continually improve all products and services across all value chain activities

Question 48

Which is NOT a component of the service value system?

Options:

A.

The service value chain

B.

Opportunity and demand

C.

Continual improvement

D.

Governance

Question 49

A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

Options:

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

Question 50

Which describes the 'plan' value chain activity?

Options:

A.

It ensures a shared understanding of the current status and vision for all products and services across the organization

B.

It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations

C.

It ensures that service components are available when and where they are needed, and meet agreed specifications

D.

It ensures continual improvement of products, services, and practices across all value chain activities

Question 51

Which is an example are problem control activity?

Options:

A.

Reviewing incident records to identify trends

B.

Implementing a technical fix to resolve an issue

C.

Re-assessing a known error to understand the ongoing impact

D.

Documenting the steps in a workaround

Question 52

What is a configuration item?

Options:

A.

Any financially valuable component that can contribute to delivery of an IT product or service

B.

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

C.

Any change of state that has significance for the management of a service

D.

A problem that has been analyzed but has not been resolved

Question 53

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Options:

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

Question 54

Which dimension considers the application of artificial intelligence to service management?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Question 55

Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

Options:

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Question 56

What varies in size and complexity, and uses functions to achieve its objectives?

Options:

A.

A risk

B.

An organization

C.

A practice

D.

An outcome

Question 57

When should a workaround be created?

Options:

A.

As soon as possible, once the incident is logged

B.

After the resolution of a problem

C.

When a problem cannot be resolved quickly

D.

When a potential permanent solution has been identified

Question 58

What is defined as "the role that uses services?

Options:

A.

Service consumer

B.

Customer

C.

User

D.

Sponsor

Question 59

Which term is used to describe removing something that could have an effect on a service?

Options:

A.

A change

B.

An incident

C.

An IT asset

D.

A problem

Question 60

Which step of the 'continual improvement model' defines measurable targets?

Options:

A.

how we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

Question 61

Which activity is NOT recommended by the start where you are' guiding principle?

Options:

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

Question 62

Which is a description of service provision?

Options:

A.

A formal description of one or more services, designed to address the needs of a service consumer

B.

Activities that an organization performs to deliver services

C.

A way to help create value by facilitating outcomes that service consumers need

D.

Cooperation between two organizations to ensure that a service delivers value

Question 63

Identity the missing word in the following sentence

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

Options:

A.

organizations

B.

outcomes

C.

relationships

D.

services

Question 64

Which is an input to the service value system?

Options:

A.

The system of directing and controlling an organization

B.

A model to help meet stakeholders expectations

C.

Recommendations to help an organization in all aspects of its work

D.

A need from consumers for new or changes services

Question 65

Which BEST describe the focus of the 'think and work holistically' principle?

Options:

A.

Considering the existing organizational assets before building something new

B.

Integrating an organization’s activities to deliver value

C.

Eliminating unnecessary steps to deliver valuable outcomes

D.

Breaking down large initiative into smaller pieces of work

Question 66

Which statement about outcomes is CORRECT?

Options:

A.

Outcomes enable products to be delivered to a stakeholder

B.

An outcome defines the amount of money spent on technology for a service

C.

An outcome depends on at least one output to deliver a result

D.

Outcomes provide assurance to stakeholders on how a service performs

Question 67

Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

Options:

A.

Service level manager

B.

Service desk agent

C.

Change authority

D.

Problem analyst

Question 68

Which is a key element of the 'think and work holistically' guiding principle?

Options:

A.

Assessing which procedures can be re-used when improving a service

B.

Understanding the methods applicable to complex systems

C.

Eliminating metrics which do not contribute to achieving an objective

D.

Using technology for standard tasks to give people time for complex activities

Question 69

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

Options:

A.

Service request management

B.

Service desk

C.

Problem management

D.

Continual management

Question 70

What is MOST LIKELY to be handled as a service request?

Options:

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

Question 71

Which of the following is the MOST important for effective incident management?

Options:

A.

A variety of access channels

B.

Balanced scorecard review

C.

Automated pipelines

D.

Collaboration tools and techniques

Question 72

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

Options:

A.

Analysis Paralysis

B.

Direct observation

C.

Minimum viable product

D.

Feedback loop

Question 73

Which practice handles all pre-defined user-initiated service actions?

Options:

A.

Deployment management

B.

Incident management

C.

Service level management

D.

Service request management

Question 74

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

Options:

A.

Service desk

B.

Supplier Management

C.

Service request management

D.

Service level management

Question 75

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

Options:

A.

Incident management

B.

Service Request management

C.

Change enablement

D.

Service request management

Page: 1 / 19
Total 503 questions