ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 201:

  Which BEST defines a digital service?

  A. A combination of an organization's resources based on digital technology and designed to offer value to consumers
  B. A means of enabling value for consumers through digital products without ownership transfer
  C. The adoption and integration of digital technologies into all areas of an organization
  D. The maintaining and improving the effective, efficient, and convenient use of information
  B. A means of enabling value for consumers through digital products without ownership transfer

  ---

  Explanation

  A digital service enables value for consumers through digital products and service actions, without transferring ownership of the underlying resources to the consumer.

• Question 202:

  Which is the purpose of the 'transition' activity?

  A. To seamlessly introduce new products into operational environment
  B. To ensure continual alignment of product roadmap with needs of service consumers
  C. To create prototypes and specifications for products and services
  D. To develop, integrate and test digital products
  A. To seamlessly introduce new products into operational environment

  ---

  Explanation

  The purpose of the transition activity is to ensure that new or changed products and services are introduced into the operational environment in a controlled and seamless manner, minimizing risk and disruption.

• Question 203:

  Which statement about organizational culture is CORRECT?

  A. It is created from shared values and how work is carried out
  B. It is determined only by the technology used for services
  C. It should always be copied from suppliers
  D. It is unrelated to organizational objectives
  A. It is created from shared values and how work is carried out

  ---

  Explanation

  Culture is influenced by shared values, behavior, and ways of working. Technology and suppliers may influence work, but they do not alone define culture.

• Question 204:

  Which practice recommends using tools for collaboration and automated symptom correlation?

  A. Problem management
  B. Service level management
  C. Incident management
  D. Service request management
  C. Incident management

  ---

  Explanation

  Incident management can use collaboration tools and symptom correlation to restore service more quickly.

  These tools help route and resolve incidents efficiently.

• Question 205:

  Which competency is especially important for service desk staff?

  A. Empathy and emotional intelligence
  B. Advanced supplier contract negotiation
  C. Deep root cause analysis
  D. Formal change authorization
  A. Empathy and emotional intelligence

  ---

  Explanation

  The service desk has direct user contact and strongly shapes user perception. Empathy, communication, and emotional intelligence help staff support users effectively.

• Question 206:

  What should the service desk do for issues, queries, and requests reported to it?

  A. Schedule, assess, and authorize them
  B. Diagnose, investigate, and resolve every one
  C. Initiate, approve, and fulfill them
  D. Acknowledge, classify, and own them
  D. Acknowledge, classify, and own them

  ---

  Explanation

  The service desk should acknowledge user contacts, classify them, and own communication through the workflow. It does not authorize every change or resolve every technical issue directly.

• Question 207:

  Which statement regarding the relationship between management practices and value chain activities is CORRECT?

  A. Each value chain activity is supported and enabled by several management practices
  B. Each management practice supports one value chain activity
  C. Management practices replace the need for value chain activities
  D. Value chain activities and management practices operate independently of each other
  A. Each value chain activity is supported and enabled by several management practices

  ---

  Explanation

  In ITIL, value chain activities are supported by multiple management practices that provide the methods, skills, and resources needed to perform work effectively and enable value creation across the service value system.

• Question 208:

  Which chapter of a practice guide provides recommendations for the successful automation of the practice?

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

  ---

  Explanation

  The Information and technology chapter of a practice guide provides recommendations for the successful automation of the practice, as it addresses the tools, systems, and technological considerations that enable and support automation.