ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 161:

  Which service request management decision requires policies?

  A. Deciding which requests require approval
  B. Deciding how to resolve service degradations
  C. Deciding when to perform root cause analysis
  D. Deciding how to authorize emergency changes
  A. Deciding which requests require approval

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  Explanation

  Policies help determine which service requests need approval and how they should be fulfilled.

  Degradations, root cause analysis, and emergency changes are handled by other practices.

• Question 162:

  What is an IT asset?

  A. Any financially valuable component that can contribute to delivering a product or service
  B. Any component that needs to be managed to deliver a service
  C. A request from a user that initiates a service action
  D. The removal of anything that could affect services
  A. Any financially valuable component that can contribute to delivering a product or service

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  Explanation

  An IT asset is financially valuable and can contribute to product or service delivery. A configuration item is defined by the need for management, not necessarily by financial value.

• Question 163:

  What is the PRIMARY focus of the 'start where you are' ITIL Guiding Principle?

  A. Reduce complexity by focusing on doing fewer things, but doing them better
  B. Ensure that each iteration aligns with the concept of a Minimum Viable Product
  C. Assessing the existing resources before making decisions
  D. Encourage all staff to clearly understand who their customers are
  C. Assessing the existing resources before making decisions

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  Explanation

  The "start where you are" guiding principle focuses on assessing and leveraging existing services, processes, and resources before introducing changes. It promotes using what is already available as a foundation for improvement rather than rebuilding from scratch.

• Question 164:

  When should a workaround be created?

  A. As soon as any incident is logged
  B. After every problem is permanently resolved
  C. When a problem cannot be resolved quickly
  D. Only after a change has been deployed
  C. When a problem cannot be resolved quickly

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  Explanation

  A workaround reduces or eliminates the impact of an incident or problem when a full resolution is not yet available. It is useful when permanent resolution cannot be achieved quickly.

• Question 165:

  Which describes the utility of a service?

  A. The service is fit for use
  B. The service meets its service level targets
  C. The service increases constraints on the consumer
  D. The service supports the consumer's performance
  D. The service supports the consumer's performance

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  Explanation

  Utility is the functionality of a product or service and can support consumer performance or remove constraints. Warranty is the assurance that the service is fit for use.

• Question 166:

  Which is NOT a component of the service value system?

  A. Guiding principles
  B. Governance
  C. Practices
  D. Four dimensions of service management
  D. Four dimensions of service management

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  Explanation

  The four dimensions are perspectives that should be considered across service management. They are not listed as service value system components such as guiding principles, governance, practices, the service value chain, and continual improvement.

• Question 167:

  Which competencies are required by service level management?

  A. Problem investigation and resolution
  B. Business analysis and relationship management
  C. Incident analysis and prioritization
  D. Event monitoring and technical diagnosis
  B. Business analysis and relationship management

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  Explanation

  Service level management requires business analysis and relationship skills to understand customer needs and define useful service targets. Technical diagnosis and incident prioritization belong more closely to other practices.

• Question 168:

  An organization is planning to improve the existing service and wants to understand its current performance before making any changes.

  According to the principle 'Start where you are,' what could an organization consider when observing current performance of the service?

  A. Involve people who have little or no prior knowledge of the service
  B. Select the right message and method to communicate with stakeholders
  C. Identify who the consumer is and why they use the service
  D. Avoid applying risk management when reusing existing processes
  C. Identify who the consumer is and why they use the service

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  Explanation

  The principle 'Start where you are' emphasizes assessing the current state before making changes.

  Identifying who the consumer is and why they use the service helps the organization understand existing value, performance, and context, enabling informed decisions based on real conditions rather than assumptions.

• Question 169:

  Which dimension of service management is concerned with ensuring that a company's structure supports the fulfillment of strategic goals?

  A. Organizations and people
  B. Value streams and processes
  C. Partners and suppliers
  D. Information and technology
  A. Organizations and people

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  Explanation

  The organizations and people dimension focuses on roles, responsibilities, organizational structure, culture, competencies, and communication needed to support strategic objectives and effective service management.

• Question 170:

  Which guiding principle helps make better information available for decision making?

  A. Keep it simple and practical
  B. Think and work holistically
  C. Optimize and automate
  D. Collaborate and promote visibility
  D. Collaborate and promote visibility

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  Explanation

  Collaborate and promote visibility improves shared understanding and reduces hidden work. Better visibility supports better decisions across stakeholder groups.