ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 181:

  Which is a key success metric for 'transition' activity?

  A. Number and impact of incidents and performance deviations
  B. Quality of the resources and services sourced from suppliers
  C. Negative impact of changes on service availability and performance
  D. Service performance against the agreed SLA targets
  C. Negative impact of changes on service availability and performance

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  Explanation

  The transition activity focuses on moving new or changed services into live environments with minimal disruption. A key success metric is therefore the extent to which changes avoid negatively affecting service availability and performance during deployment and transition.

• Question 182:

  Which guiding principle recommends using the minimum number of steps needed to achieve an objective?

  A. Progress iteratively with feedback
  B. Focus on value
  C. Think and work holistically
  D. Keep it simple and practical
  D. Keep it simple and practical

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  Explanation

  Keep it simple and practical encourages removing unnecessary complexity and using only the steps needed to create value. Iteration and holistic thinking support different decisions.

• Question 183:

  How can continual improvement of value streams be achieved?

  A. By eliminating external dependencies altogether
  B. By creating new value streams for every product or service
  C. By improving the management practices that support and enable value streams
  D. By directly controlling variability in workflows
  C. By improving the management practices that support and enable value streams

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  Explanation

  Continual improvement of value streams is achieved by improving the management practices that support them, since these practices define how work is organized, executed, and enhanced to deliver better value outcomes.

• Question 184:

  What does service configuration management make available when and where it is needed?

  A. Supplier contracts and renewal plans
  B. Accurate information about services and supporting configuration items
  C. User requests and fulfillment procedures
  D. Change schedules and approval policies
  B. Accurate information about services and supporting configuration items

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  Explanation

  Service configuration management maintains reliable information about service configurations and the configuration items that support them. This information helps other practices make informed decisions.

• Question 185:

  Which practice supports service quality by handling agreed user-initiated service requests?

  A. Change enablement
  B. IT asset management
  C. Service desk
  D. Service request management
  D. Service request management

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  Explanation

  Service request management handles predefined, agreed, user-initiated service actions. The service desk provides a communication point, while change enablement and IT asset management have different purposes.

• Question 186:

  What is a service request?

  A. A flaw or vulnerability in a product or system
  B. A user-initiated action that triggers an agreed service
  C. A cause of one or more service incidents
  D. A change of state significant for management
  B. A user-initiated action that triggers an agreed service

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  Explanation

  A service request is a user-initiated request for access to a service or for information, standard change, or routine service action that is pre-approved and follows an agreed process for fulfillment.

• Question 187:

  Which statement about value streams is CORRECT?

  A. Each value stream must include every ITIL practice
  B. Each value stream must include every value chain activity
  C. Each value stream should be designed for a specific scenario
  D. Each value stream is the same as the service value system
  C. Each value stream should be designed for a specific scenario

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  Explanation

  A value stream is a series of steps used to create and deliver products and services for a specific scenario. It combines activities and practices as needed rather than always using all of them.

• Question 188:

  Which dimension of product and service management encourages analyzing and decision-making based on understanding different levels of complexity?

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

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  Explanation

  The value streams and processes dimension focuses on how work flows through the organization and emphasizes analyzing and improving end-to-end activities. It encourages understanding complexity in workflows to support effective decision-making and efficient value creation.

• Question 189:

  Which two practices use workarounds?

  A. Change enablement and continual improvement
  B. Change enablement and problem management
  C. Problem management and incident management
  D. Incident management and continual improvement
  C. Problem management and incident management

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  Explanation

  Problem management uses workarounds to reduce the impact of problems, and incident management may use them to restore service quickly. Workarounds are not primarily change or continual improvement artifacts.

• Question 190:

  Which term BEST describes a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

  A. Organization
  B. Partnership
  C. Culture
  D. Service Journey
  A. Organization

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  Explanation

  An organization is defined as a group of people with its own functions, responsibilities, authorities, and relationships established to achieve specific objectives.