ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 171:

  Which statement BEST describes service quality?

  A. The totality of characteristics of a service that determine its ability to satisfy stated needs
  B. The functionality provided by a product or service to meet a particular need
  C. A documented agreement between a service provider and a customer
  D. The assurance that a service will meet agreed requirements and is fit for use
  A. The totality of characteristics of a service that determine its ability to satisfy stated needs

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  Explanation

  Service quality is the totality of characteristics of a service that determine its ability to satisfy stated needs, reflecting how well the service meets expectations and requirements from the consumer's perspective.

• Question 172:

  What is Site Reliability Engineering (SRE)?

  A. Regularly merging code into a shared repository
  B. Applying a strategy to avoid sudden unplanned events that might cause organizational damage
  C. Evaluating how reliable a product is against its specifications
  D. Applying software engineering to infrastructure and operations problems
  D. Applying software engineering to infrastructure and operations problems

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  Explanation

  Site Reliability Engineering applies software engineering principles to infrastructure and operational challenges. It focuses on building scalable, reliable systems by automating operations and improving system stability and performance.

• Question 173:

  Which type of risk is imposed on consumers by a service?

  A. Lack of staff availability in the consumer organization
  B. The service provider ceasing to operate
  C. Failure of hardware owned and managed by the consumer
  D. Requirement for consumer staff training to use the service effectively
  B. The service provider ceasing to operate

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  Explanation

  Consumer risks include risks that arise from relying on the service provider. If the service provider ceases operations, the consumer may lose access to the service and experience significant business impact.

• Question 174:

  Which guiding principle recommends standardizing and streamlining manual tasks?

  A. Optimize and automate
  B. Collaborate and promote visibility
  C. Focus on value
  D. Think and work holistically
  A. Optimize and automate

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  Explanation

  Optimize and automate encourages improving work before using technology to perform it consistently and efficiently. Collaboration, value focus, and holistic thinking support different aspects of service management.

• Question 175:

  Which should be handled by service request management?

  A. A request to implement an emergency security patch
  B. A request to provide a laptop
  C. A request to resolve a service interruption
  D. A request to change a service level target
  B. A request to provide a laptop

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  Explanation

  Providing a laptop can be a predefined, agreed service action and therefore a service request. Emergencies, interruptions, and service level changes follow other practices.

• Question 176:

  Which practice needs people who understand complex systems and have creative and analytical skills?

  A. Change enablement
  B. Service level management
  C. Service request management
  D. Problem management
  D. Problem management

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  Explanation

  Problem management investigates actual and potential causes of incidents, often requiring analytical and creative thinking about complex systems. The other practices require different primary competencies.

• Question 177:

  What is a value stream?

  A. A set of organizational resources and capabilities to achieve an objective
  B. A series of steps an organization undertakes to enable value for consumers through management of products and services
  C. A tangible or intangible deliverable of an activity
  D. A configuration of an organization's resources designed to offer value for a consumer
  B. A series of steps an organization undertakes to enable value for consumers through management of products and services

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  Explanation

  A value stream is a series of steps an organization undertakes to create and deliver products and services, enabling value for consumers through coordinated activities and the use of management practices.

• Question 178:

  Why is it important to seek feedback before, during, and after each iteration?

  A. To document all activities in detail before starting the next iteration
  B. To ensure the project plan remains fixed and unchanged throughout development
  C. To allow the team to follow the original design without interruption
  D. To ensure that each iteration is aligned with changing circumstances
  D. To ensure that each iteration is aligned with changing circumstances

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  Explanation

  Seeking feedback before, during, and after each iteration ensures that the work remains aligned with evolving needs, priorities, and environmental changes, enabling timely adjustments and continuous improvement.

• Question 179:

  What does the 'partners and suppliers' chapter of an ITIL Official Practice Guide provide?

  A. Dependencies on third parties
  B. Capability levels, criteria, and recommendations for self-assessment
  C. Purpose and description of the practice
  D. Key information, automation, and tooling for a practice
  B. Capability levels, criteria, and recommendations for self-assessment

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  Explanation

  The partners and suppliers practice chapter provides guidance on how to assess and improve the organization's capability in managing relationships with partners and suppliers, including defined capability levels, criteria, and self-assessment recommendations to support continual improvement.

• Question 180:

  Which statement about normal changes is CORRECT?

  A. They are pre-authorized and do not require a change request
  B. They are triggered by a change request that may be created manually or automatically
  C. Their authorization is always expedited
  D. They are authorized by the service desk as service requests
  B. They are triggered by a change request that may be created manually or automatically

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  Explanation

  Normal changes are assessed and authorized through the regular change enablement process, often starting with a change request. Pre-authorization describes standard changes, and expedited authorization describes emergency changes.