ITIL4-FND Sample Questions & Answers
Walks through seven ITIL practices in real depth, by far the biggest weight, plus the purpose and key terms of the other fifteen, core service management concepts, the seven guiding principles, the four dimensions, and the service value system and chain.
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- Question 1IntermediateSelect 2
Key Concepts of Service Management · Creating Value with Services
Which of the following scenarios best illustrates the concept of Warranty? (Select TWO)
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Correct answers: A, D
Security is a key component of Warranty (fitness for use).
Warranty relates to 'fitness for use,' covering availability, capacity, continuity, and security. High availability is a warranty aspect.
- Question 2Beginner
ITIL Service Value System · SVS Purpose and Components
True or False: In the Service Value System, the 'Governance' component is optional for small organizations that rely heavily on informal communication.
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Correct answer: B
Governance is a mandatory component of the SVS for organizations of any size. It provides the direction and control necessary for the organization to function effectively and aligns IT with business objectives, even if implemented informally in smaller setups.
- Question 3Intermediate
The ITIL Guiding Principles · The Seven Guiding Principles
A large corporation is struggling with siloed teams that rarely share information. The IT Director notices that the Network team often schedules maintenance that conflicts with the Server team's patching schedule. Which guiding principle should be prioritized to resolve this issue?
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Correct answer: D
This principle directly addresses the removal of silos and improving information sharing. By collaborating and making schedules visible (transparency), the conflicting maintenance windows can be avoided.
- Question 4Intermediate
The Four Dimensions of Service Management · Four Dimensions
When analyzing a service failure, an organization discovers that while the technology stack was robust, the failure occurred because the third-party vendor support contract did not cover weekends. Which dimension of service management was neglected in the initial design?
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Correct answer: A
The 'Partners and suppliers' dimension encompasses the relationships with external vendors and the contracts/agreements that underpin service delivery. Failing to align vendor support hours with service needs is a failure in this dimension.
- Question 5Beginner
The Service Value Chain · Service Value Chain Activities
Which activity of the Service Value Chain ensures that service components are available when and where they are needed and meet agreed specifications?
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Correct answer: B
The 'Obtain/build' activity is specifically responsible for ensuring that service components are available and meet specifications, whether they are acquired from third parties or built in-house.
- Question 6Advanced
The ITIL Guiding Principles · The Seven Guiding Principles
Case Study: GlobalTech Finance
GlobalTech Finance is a multinational banking firm updating its core transaction system. The current system is legacy-based and unstable. The IT Director wants to move to a cloud-native solution.
Situation: The development team is eager to start coding immediately using a new experimental framework. The operations team is worried about compliance regulations in different countries. The business stakeholders are unclear about what 'cloud-native' actually means for their daily reports.
Requirement: The IT Director needs to ensure that the new system is designed holistically, considering all constraints.
Which combination of ITIL 4 actions would BEST address the immediate risks in this scenario?
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Correct answer: B
This approach addresses the legacy system (Start where you are), the siloed teams/misunderstanding (Collaborate), and the multi-faceted requirements of compliance and reporting (Holistic thinking). It prevents the risk of rushing into a new framework without clear requirements.
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