ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 191:

  When should a change request be submitted to resolve a problem?

  A. As soon as a workaround has been identified
  B. As soon as the problem has been logged
  C. When cost, risks, and benefits justify the change
  D. Whenever an incident is escalated
  C. When cost, risks, and benefits justify the change

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  Explanation

  Permanent resolution of a problem may require a change, but that change should be justified by cost, risk, and benefit. A workaround or escalation alone is not enough to justify implementation.

• Question 192:

  What is the definition of a problem?

  A. An unplanned interruption to a service
  B. A cause or potential cause of one or more incidents
  C. A service action requested by a user
  D. A change of state significant to service management
  B. A cause or potential cause of one or more incidents

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  Explanation

  A problem is an actual or potential cause of incidents. Incidents, service requests, and events are related but different service management concepts.

• Question 193:

  Which usually requires representatives from many stakeholder groups?

  A. Fulfilling a routine service request
  B. Authorizing an emergency change
  C. Logging a new problem
  D. Investigating a major incident
  D. Investigating a major incident

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  Explanation

  Major incidents often need coordinated investigation and communication across multiple stakeholder groups.

  Routine requests and problem logging are usually narrower activities.

• Question 194:

  What is the purpose of the ITIL AI Capability Model?

  A. To describe how service providers, service consumers, and other parties interact with AI to co-create value
  B. To describe how organizations can assess and develop capabilities for effective use of AI
  C. To prescribe specific AI technologies required for service development and management
  D. To measure the performance of AI-enabled services against predefined service levels
  B. To describe how organizations can assess and develop capabilities for effective use of AI

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  Explanation

  The ITIL AI Capability Model is designed to help organizations evaluate their current AI-related capabilities and identify areas for improvement. It provides guidance for developing the organizational practices, skills, governance, and processes needed to use AI effectively in service management and business operations.

• Question 195:

  In which step of the continual improvement model is an improvement plan implemented?

  A. What is the vision?
  B. How do we get there?
  C. Take action
  D. Did we get there?
  C. Take action

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  Explanation

  The take action step is where the improvement plan is executed. Earlier steps define direction, assess the current and desired states, and plan the route to the improvement.

• Question 196:

  Which statement regarding a partnership relationship is TRUE?

  A. It focuses mainly on operational efficiency and uses standardized contracts
  B. It focuses on operational and tactical level not on strategic level
  C. It provides commercial off-the-shelf services for a wide range of consumers
  D. It involves bespoke services with a focus on innovation and growth
  D. It involves bespoke services with a focus on innovation and growth

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  Explanation

  A partnership relationship involves close collaboration between organizations, often delivering bespoke services with a strong focus on innovation, shared goals, and long-term growth rather than standardized, transactional arrangements.

• Question 197:

  What is warranty?

  A. Assurance that a product or service will meet agreed requirements
  B. The amount of money spent on a specific activity or resource
  C. The functionality offered by a product or service to meet a need
  D. The perceived benefits, usefulness, and importance of something
  A. Assurance that a product or service will meet agreed requirements

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  Explanation

  Warranty is about assurance that a product or service is fit for use and meets agreed requirements. Utility describes functionality, cost describes expenditure, and value describes perceived usefulness and importance.

• Question 198:

  How should an organization prioritize incidents?

  A. Ask each user for a preferred resolution time
  B. Use an agreed classification based on business impact
  C. Resolve incidents in the order they were logged
  D. Wait until a support team becomes available
  B. Use an agreed classification based on business impact

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  Explanation

  Incident priority should reflect agreed criteria such as impact and urgency, with business impact being central. This helps ensure the most important incidents are handled appropriately.

• Question 199:

  Which is an approach to software development in which software can be released to production at any time after a decision is made by the team?

  A. Continuous Deployment
  B. Continuous Integration
  C. Continuous Delivery
  D. DevOps
  C. Continuous Delivery

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  Explanation

  Continuous delivery is an approach in which software is built and tested in a way that ensures it is always in a deployable state, allowing it to be released to production at any time once the team makes the decision to do so.

• Question 200:

  Which statement about automating service requests is CORRECT?

  A. Requests that cannot be automated should be handled as incidents
  B. Requests and their fulfillment should be automated as much as possible
  C. Requests that cannot be automated should be handled as problems
  D. Requests should be fulfilled manually by service desk staff
  B. Requests and their fulfillment should be automated as much as possible

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  Explanation

  Service request management benefits from standardization and automation because many requests are repeatable. Lack of automation does not turn a request into an incident or problem.