ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 151:

  What is the role of governance within the ITIL Service Value System?

  A. To define and manage process activities for service delivery
  B. To perform day-to-day service operations
  C. To ensure organizational activities are directed and controlled
  D. To provide detailed technical guidance for service design
  C. To ensure organizational activities are directed and controlled

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  Explanation

  Governance within the ITIL Service Value System ensures that organizational activities are directed and controlled, aligning them with strategic objectives and ensuring accountability, performance, and compliance.

• Question 152:

  Why should service level agreements use bundled metrics?

  A. To relate performance to outcomes
  B. To report each technical component separately
  C. To avoid discussing user experience
  D. To replace customer engagement
  A. To relate performance to outcomes

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  Explanation

  Bundled metrics help connect service performance with outcomes and user experience. Isolated technical metrics can hide poor customer perception of the service.

• Question 153:

  What is the ITIL Value System?

  A. A set of organizational capabilities designed for performing work or accomplishing an objective
  B. A system by which the current and future use of digital technology is governed
  C. A model representing how all the components and activities of an organization work together to facilitate value creation through digital products and services
  D. The entire set of activities that create value through the provision of a product or service
  C. A model representing how all the components and activities of an organization work together to facilitate value creation through digital products and services

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  Explanation

  The ITIL Value System describes how an organization's components and activities interact and work together to enable value creation through products and services. It provides an integrated operating model for service management.

• Question 154:

  How should the seven guiding principles be combined when an organization is making a decision?

  A. By using all the guiding principles equally when making any decision
  B. By selecting one guiding principle to follow as the main basis for every decision
  C. By considering each guiding principle to understand its relevance before applying it
  D. By using the 'keep it simple and practical' principle and one or two others that are relevant to the specific decision
  C. By considering each guiding principle to understand its relevance before applying it

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  Explanation

  The guiding principles should each be considered to determine their relevance to the specific context and decision, as they are universal recommendations that may apply differently depending on the situation.

• Question 155:

  Which directly assists with diagnosing and resolving simple incidents?

  A. Scripts for collecting user information
  B. Shift working patterns
  C. Fulfillment of service requests
  D. Creation of a temporary team
  A. Scripts for collecting user information

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  Explanation

  Scripts can help service desk staff collect the right information and resolve simple incidents consistently.

  Temporary teams are more relevant to complex or major incidents.

• Question 156:

  What BEST describes the concept of utility?

  A. The assurance that helps determine whether a service is fit for use
  B. The functionality offered by a product or service to meet a particular need
  C. The assurance that product or service will meet agreed requirements
  D. The functional and emotional interactions with a service and provider as perceived by a stakeholder
  B. The functionality offered by a product or service to meet a particular need

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  Explanation

  Utility refers to the functionality provided by a product or service that enables it to meet a particular need. It focuses on what the service does and whether it is fit for purpose.

• Question 157:

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

  A. Start where you are
  B. Collaborate and promote visibility
  C. Keep it simple and practical
  D. Optimize and automate
  C. Keep it simple and practical

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  Explanation

  Keep it simple and practical promotes removing unnecessary work and using the minimum steps needed to achieve objectives. Optimization and automation can improve efficiency, but simplicity is the primary principle for eliminating non-value activity.

• Question 158:

  What are the three phases of problem management?

  A. Problem logging, classification, and resolution
  B. Incident management, problem management, and change enablement
  C. Problem identification, problem control, and error control
  D. Problem analysis, error identification, and incident resolution
  C. Problem identification, problem control, and error control

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  Explanation

  Problem management includes identifying problems, controlling problems, and controlling errors. These phases help analyze causes, manage workarounds, and reduce incident impact.

• Question 159:

  What is a change?

  A. A request from a user that initiates a service action
  B. A change of state that has significance for service management
  C. A cause or potential cause of incidents
  D. The addition, modification, or removal of anything that could affect services
  D. The addition, modification, or removal of anything that could affect services

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  Explanation

  A change is an addition, modification, or removal that may directly or indirectly affect services. Requests, events, and problems are separate service management concepts.

• Question 160:

  A healthcare IT provider is planning to launch a new digital appointment system.

  According to 'Focus on value', what should the organization do first?

  A. Understand why patients use the appointment service
  B. Identify who the service consumers and key stakeholders are
  C. Analyze how the system will help patients achieve their goals
  D. Evaluate the risks and financial consequences for the consumers
  B. Identify who the service consumers and key stakeholders are

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  Explanation

  The principle 'Focus on value' begins with identifying who the service consumers and key stakeholders are, as understanding who is involved is essential before determining what value means and how it can be created for them.