ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 111:

  Which practice can use Lean, Agile, and DevOps approaches to facilitate more change at a quicker rate?

  A. Service desk
  B. Monitoring and event management
  C. Service level management
  D. Continual improvement
  D. Continual improvement

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  Explanation

  Continual improvement can use approaches such as Lean, Agile, and DevOps to improve ways of working and increase the rate of valuable change. These approaches support iterative improvement.

• Question 112:

  When should the guiding principles be considered?

  A. In every initiative and stakeholder relationship
  B. Only when a principle directly mentions the stakeholder
  C. Only in improvement projects
  D. Only after all practices have been selected
  A. In every initiative and stakeholder relationship

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  Explanation

  Guiding principles are broadly applicable recommendations. They should be considered together across initiatives and stakeholder relationships rather than treated as occasional rules.

• Question 113:

  Which is a series of steps that an organization undertakes to enable value for consumers through management of products and services?

  A. Product and service lifecycle
  B. Service journey
  C. Value stream
  D. Value stream mapping
  C. Value stream

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  Explanation

  A value stream is a sequence of activities and steps that an organization performs to create and deliver value to consumers through products and services. It describes how demand is transformed into valuable outcomes.

• Question 114:

  Which two words best describe the guiding principles?

  A. Short-term standards
  B. Long-term recommendations
  C. Technical procedures
  D. Service requests
  B. Long-term recommendations

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  Explanation

  Guiding principles are enduring recommendations that help organizations make decisions and adapt guidance. They are not detailed procedures, standards, or requests.

• Question 115:

  Which of the following is a key success metric for 'Transition' activity?

  A. Speed of normal service restoration
  B. Quality of the resources and services outsourced from suppliers
  C. Service performance against the agreed SLA targets
  D. Number and impact of deployment errors
  D. Number and impact of deployment errors

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  Explanation

  A key success metric for the transition activity is the number and impact of deployment errors, as transition focuses on introducing new or changed services into the live environment in a controlled way while minimizing risk and disruption.

• Question 116:

  Which describes a normal change?

  A. A low-risk change that is pre-authorized
  B. A change that needs to be scheduled, assessed, and authorized
  C. A change that is always initiated as a service request
  D. A change that must be implemented immediately
  B. A change that needs to be scheduled, assessed, and authorized

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  Explanation

  Normal changes follow the regular change enablement process, including assessment and authorization.

  Standard changes are pre-authorized, while emergency changes are expedited.

• Question 117:

  What is a value stream?

  A. A service provided without costs or risks
  B. A series of steps used to create and deliver products and services
  C. A record of all improvement opportunities
  D. A group that authorizes emergency changes
  B. A series of steps used to create and deliver products and services

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  Explanation

  A value stream describes the steps an organization uses to create and deliver products and services to a consumer. Improvement registers and change authorities are different service management artifacts.

• Question 118:

  Which practice requires staff to demonstrate excellent customer service skills?

  A. Problem management
  B. Supplier management
  C. Release management
  D. Service desk
  D. Service desk

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  Explanation

  Service desk staff interact directly with users and need communication, empathy, and customer service skills. Problem, supplier, and release management require different primary competencies.

• Question 119:

  What is defined as a cause, or potential cause, of one or more incidents?

  A. Change
  B. Event
  C. Known error
  D. Problem
  D. Problem

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  Explanation

  A problem is a cause or potential cause of incidents. A known error is an analyzed problem, an event is a significant change of state, and a change is an addition, modification, or removal that may affect services.

• Question 120:

  What are engage, plan, and improve examples of?

  A. Service value chain activities
  B. Service level management activities
  C. Service value chain inputs
  D. Change enablement types
  A. Service value chain activities

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  Explanation

  Engage, plan, and improve are activities in the service value chain. Inputs, management practices, and change types are different concepts in the service value system.