ITIL ITIL-FND - Questions & Answers

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According to the text on page number 58 of ITIL Foundation, ITIL 4 Edition Published by the Progress iteratively with feedback states that "Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By Organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort."

Keep it Simple and Practical states the following "If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome=base thinking to produce practical solutions that deliver results. "

Start where you are state that following "Do not start from scratch and building something new without considering what is already available to be leveraged. There is likely to be a great deal in the current services, process, programmes, projects, and people that can be used to create the desired outcome. The current State should be investigated and observed directly to make sure it is fully understood"

Focus on value state that "Everything that the organization does needs to maps directly or indirectly, to value of the stakeholders. The focus on value principles encompasses many perspectives, including the experience of customers and users. "

So based on the question the answer would be "Start where you are." "Start where you are" basically means do not reinvent the wheel and use existing tools to complete your task.

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

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"

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

This question falls under Change Control which is covered on section 5.2.4 of the text book.

On page 160 of the text it states that Standard Changes

These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests, but may also be operational changes. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented; it only needs to be done if there is a modification to the way it is
carried out.

So based on text the answer would be "When the procedure for the standard change is created."

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

Emergency Changes are covered in Section 5.2.4

These are changes that must be implemented as soon as On page 161 Emergency Changes are " 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. "

Based on text the answer would be "The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly."

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

Defined by text in section 5.1.13 on page number 142 Supplier Management Purpose "is to ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services. This includes creating closer, more collaborative relationships with key supplies to uncover and realize new value and reduce the risk of failure."

Defined by the text in section 5.2.14 on page 199 Service Desk purpose "is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of the its users."

Defined by the text in section 5.2.8 on page 175 The purpose of Problem management "is to reduce the likelihood and impact of incidents by incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors."

Define by by the text in section 5.1.9 on page 130 The purpose of Relationship management "is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and Continual Improvement of relationships with and between stakeholders "

Based in the purpose of the each the best answer is "Service Desk"

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

Warranty is discussed on section 2.5.4 Utility and Warranty. On page number 34

Warranty is defined as "Assurance that a product or service will meet agreed requirements. Warranty can be summarized as `how the service performs' and can be used to determine whether a service is `fit for
use'. Warranty often relates to service levels aligned with the needs of service consumers.
This may be based on a formal agreement, or it may be a marketing message or brand image. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security and continuity. A service may be said to provide acceptable assurance, or `warranty', if all defined and agreed
conditions are met."

So the answer is "Assurance that a product or service will meet agreed requirements"

Incorrect answers
"The amount of money spent on a specific activity or resource" is the definition on of costs. Page 32
Section 2.5.2

"The functionality offered by a product or service to meet a particular need" is the definition of utility Page
34. Section 2.5.4

"The perceived benefits, usefulness and importance of something" is the definition of value. Page number
20. Section 2.1

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

Service Provision is part of the The Service Relationship Model which is covered Section 2.4.1 page number 29.

Activities performed by an organization to provide services. Service provision includes: The definition of service provision is defined as management of the provider's resources, configured to deliver the service ensuring access to these resources for usersfulfilment of the agreed service actions service level management and continual improvement.
Service provision may also include the supplying of goods.

So based on the definition the answer is "The management of resources configured to deliver the service.

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

The `continual improvement register' is covered in section 5.1.2 Continual Improvement on page number
112.

`continual improvement register' is a structure document and database of improvement ideas. It help up track them through final action.

So based on what the `continual improvement register' the best answer is "It should be re-prioritized as ideas are documented." The keyword re-prioritize is mention on page 113.

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

Section 4.5 On page number number 82.
The service value chain activities comprises of:

plan
improve
engage
design and transition
obtain/build
deliver and support

Section 5.2.15 Page number 202 covers Service level Management which is one of the Service Management Practices.
Service value chain inputs could equate to the stakeholders demand.
Change Control is covered under section 5.2.4 page 159.

The best answer is "Service Value Chain (SVC) Activities"

Please note that Change Control is now known as Change Enable

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

Outcomes is covered on Section 2.5.1 page number 31.
A result for a stakeholder enabled by one or more outputs."
Outcome is defined a "
So based on the definition the best answer is "An outcome can be enabled by more than one output"

Incorrect answers:

"Outcomes are how the service performs". Warranty describes how service performs. page 34.

"An output can be enabled by one or more outcomes". Output and outcomes are in reverse order. Page
31.

"An outcome is a tangible or intangible activity" this is wrong because the Output is the defined as a deliverable that is either tangible or intangible. Page number 31.

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