ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 101:

  Which activity is part of the continual improvement practice?

  A. Identifying and logging improvement opportunities
  B. Delivering tactical customer engagement only
  C. Maintaining only the asset register
  D. Acting as the single point of contact for users
  A. Identifying and logging improvement opportunities

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  Explanation

  Continual improvement includes identifying, recording, assessing, and prioritizing opportunities. Asset records, stakeholder engagement, and user contact are handled by other practices.

• Question 102:

  Automation typically refers to using what to perform steps correctly and consistently with limited human intervention?

  A. Technology
  B. Governance
  C. Service levels
  D. Supplier contracts
  A. Technology

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  Explanation

  Automation uses technology to perform steps or series of steps consistently with little or no human intervention. Governance, service levels, and contracts may guide work but are not automation itself.

• Question 103:

  Which is a key requirement for a successful service level agreement?

  A. It should be written in legal language
  B. It should be simply written and easy to understand
  C. It should be based only on the provider view
  D. It should use only low-level operational metrics
  B. It should be simply written and easy to understand

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  Explanation

  A service level agreement should be clear, concise, and understandable to the parties using it. Legalistic wording, provider-only views, and narrow operational measures can weaken shared understanding.

• Question 104:

  The board of directors approves a new digital strategy and instructs management to prioritize investment in cloud infrastructure to support future growth.

  Which governance activity does this represent?

  A. Monitor
  B. Evaluate
  C. Direct
  D. Engage stakeholders
  C. Direct

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  Explanation

  Direct represents the governance activity where the governing body sets direction, priorities, and policies, such as approving a strategy and instructing management to focus investment on specific initiatives.

• Question 105:

  Which approach is recommended for managing a large improvement initiative?

  A. Design every iteration at the start and avoid later feedback
  B. Use feedback only when an iteration fails
  C. Reduce feedback because large initiatives rarely change
  D. Re-evaluate each iteration based on feedback
  D. Re-evaluate each iteration based on feedback

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  Explanation

  Progress iteratively with feedback encourages breaking work into manageable sections and learning from each iteration. Feedback helps the organization adjust while work is still in progress.

• Question 106:

  Which is a result of applying progress iteratively with feedback?

  A. The ability to discover and respond to failure earlier
  B. Standardization of every practice
  C. Elimination of all customer feedback
  D. Completion of all work before review
  A. The ability to discover and respond to failure earlier

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  Explanation

  Small iterations and feedback loops help organizations identify issues early and adjust direction. Waiting until all work is complete increases the chance of late discovery.

• Question 107:

  Which situation should be logged and managed as a problem?

  A. A user requests delivery of a laptop
  B. A monitoring tool detects a change of state
  C. Trend analysis shows many similar incidents
  D. An improvement opportunity needs prioritization
  C. Trend analysis shows many similar incidents

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  Explanation

  Multiple similar incidents may indicate an underlying cause that should be managed as a problem. Laptop requests are service requests, and detected state changes are events.

• Question 108:

  A telecom provider designs an enterprise package that combines internet, VoIP, network security and technical support.

  Which concept does this illustrate?

  A. Transfer of goods
  B. Service action
  C. Access to resources
  D. Service offering
  D. Service offering

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  Explanation

  This illustrates a service offering, which is a formal description of one or more services designed to address the needs of a target consumer group, often combining multiple services into a single package to deliver value.

• Question 109:

  Which technique helps manage an incident when it is unclear which support team should work on it?

  A. Disaster recovery planning
  B. Swarming
  C. Target resolution times
  D. Self-help
  B. Swarming

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  Explanation

  Swarming brings multiple stakeholders together initially until the right resolver or team becomes clear. It is useful when incident ownership has not yet been established.

• Question 110:

  Which stakeholders co-create value in a service relationship?

  A. Investor and supplier
  B. Service consumer and service provider
  C. Provider and regulator
  D. Investor and consumer
  B. Service consumer and service provider

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  Explanation

  Value is co-created through interaction between the service provider and the service consumer. Other stakeholders may be involved, but the provider-consumer relationship is central.