ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 11:

  What is typically recognized through notifications from an IT service, configuration item, or monitoring tool?

  A. Incidents
  B. Problems
  C. Events
  D. Requests
  C. Events

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  Explanation

  Events are changes of state that have significance for managing a service or configuration item. Monitoring tools commonly generate notifications that identify events.

• Question 12:

  Which describes the watermelon SLA effect?

  A. One SLA reports every customer's experience to all other customers
  B. Internal metrics look good while the customer is dissatisfied
  C. SLA targets change so often that trends cannot be analyzed
  D. Introducing SLAs automatically improves customer satisfaction
  B. Internal metrics look good while the customer is dissatisfied

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  Explanation

  The watermelon SLA effect occurs when reports appear green based on internal measures, but the customer's actual experience is poor. Outcome-focused metrics help reduce this mismatch.

• Question 13:

  What does the ITIL service value system discourage?

  A. Coordinated authorities and responsibilities
  B. Organizational silos
  C. Interfaces among practices
  D. Organizational agility
  B. Organizational silos

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  Explanation

  The service value system encourages integrated work across components and practices. Organizational silos make value creation harder by reducing collaboration and flow.

• Question 14:

  What can reduce resistance to a planned improvement?

  A. Restricting information to only essential stakeholders
  B. Increasing collaboration and visibility
  C. Waiting to involve customers until planning is finished
  D. Communicating with every stakeholder in the same way
  B. Increasing collaboration and visibility

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  Explanation

  Collaboration and visibility build understanding and trust, which can reduce resistance. Communication should be appropriate for the audience and should not be unnecessarily restricted.

• Question 15:

  What are the ITIL guiding principles used for?

  A. To help an organization make good decisions
  B. To direct and control an organization
  C. To identify every activity required to deliver a service
  D. To ensure performance always meets stakeholder expectations
  A. To help an organization make good decisions

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  Explanation

  Guiding principles are recommendations that help organizations make decisions and adapt guidance to their circumstances. Governance directs and controls, while practices and activities describe how work is performed.

• Question 16:

  Which is a service request?

  A. Requesting a workaround for an issue
  B. Requesting information about how to use a service
  C. Requesting investigation of a degraded service
  D. Requesting root cause analysis for recurring incidents
  B. Requesting information about how to use a service

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  Explanation

  A service request is a predefined, agreed service action, such as a request for information. Degraded service and root cause analysis are handled through incident and problem management.

• Question 17:

  Which BEST describes the principle of 'keep it simple and practical'?

  A. Solutions should be designed to handle exceptions through rules
  B. Every product should include as many features as possible to handle all exceptions
  C. All exceptions must be addressed with unique and detailed processes
  D. Add as many steps as possible to ensure every exception is fully controlled
  A. Solutions should be designed to handle exceptions through rules

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  Explanation

  The principle of "keep it simple and practical" emphasizes creating solutions that are efficient, practical, and easy to use while still being capable of handling necessary exceptions appropriately. Complexity should only be added when it provides clear value.

• Question 18:

  Which of the following is NOT one of the digital product and service lifecycle management activities?

  A. Acquire
  B. Agree
  C. Discover
  D. Build
  B. Agree

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  Explanation

  "Agree" is not one of the digital product and service lifecycle management activities in ITIL. Lifecycle activities include stages such as discovering opportunities, building solutions, delivering, supporting, and improving products and services.

• Question 19:

  Which activity focuses on securing and allocating necessary resources efficiently?

  A. Acquire
  B. Build
  C. Discover
  D. Deliver
  A. Acquire

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  Explanation

  The acquire activity focuses on securing and allocating the necessary resources, including products and services from suppliers, ensuring they are obtained efficiently to support value creation.

• Question 20:

  Which role defines requirements for a service and takes responsibility for outcomes of service consumption?

  A. IT asset
  B. Customer
  C. Configuration item
  D. User
  B. Customer

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  Explanation

  The customer defines service requirements and is responsible for outcomes from service consumption. A user consumes the service, and assets or configuration items are managed components.