ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 21:

  Which dimension of product and service management focuses on implementing a system of rules, policies, and standards to manage data assets?

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

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  Explanation

  The information and technology dimension focuses on how information is managed and how technology supports services, including implementing rules, policies, and standards to govern and manage data assets effectively.

• Question 22:

  A service enables customers to achieve outcomes without having to manage specific what?

  A. Information and technology
  B. Costs and risks
  C. Utility and warranty
  D. Outputs and activities
  B. Costs and risks

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  Explanation

  Services help customers achieve outcomes while reducing the need for them to manage specific costs and risks. Utility and warranty describe different aspects of service value.

• Question 23:

  What does supplier management ensure?

  A. Suppliers and their performance are managed appropriately
  B. Users can report operational issues through one channel
  C. Incidents are restored as quickly as possible
  D. Service components are moved to live environments
  A. Suppliers and their performance are managed appropriately

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  Explanation

  Supplier management ensures suppliers and supplier performance support the provision of quality products and services. The other options describe service desk, incident management, and deployment management activities.

• Question 24:

  Which is an example of a business-related measurement?

  A. The number of passengers checked in
  B. The average response time for change requests
  C. The average resolution time for incidents
  D. The number of problems resolved
  A. The number of passengers checked in

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  Explanation

  A business-related measurement reflects the consumer's work and outcomes, such as passengers checked in. The other options are internal service management or operational measures.

• Question 25:

  Which statement about problems is CORRECT?

  A. Problems are unrelated to incidents
  B. Problems must always be resolved immediately
  C. Problem analysis should focus on only one dimension
  D. Problem prioritization involves risk assessment
  D. Problem prioritization involves risk assessment

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  Explanation

  Problems should be prioritized based on the risk they pose, including likely impact and probability. They may be related to incidents and do not always have immediate permanent resolution.

• Question 26:

  After assessing its current customer service performance, a telecom company sets a target to reduce average call times from 10 minutes to 3 minutes within six months.

  Which continual improvement step are they performing?

  A. Take Action
  B. Where do we want to be?
  C. What is the vision?
  D. Where are we now?
  B. Where do we want to be?

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  Explanation

  This step focuses on defining the desired future state or target outcome. Setting a specific goal such as reducing call time from 10 minutes to 3 minutes represents establishing where the organization wants to be.

• Question 27:

  Which is a purpose of the engage value chain activity?

  A. Meeting expectations for quality, costs, and time to market
  B. Providing transparency and good relationships
  C. Ensuring continual improvement of services
  D. Ensuring service components are available
  B. Providing transparency and good relationships

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  Explanation

  Engage focuses on understanding stakeholder needs, maintaining good relationships, and providing transparency. Other value chain activities address improvement, component availability, or delivery.

• Question 28:

  How does information about problems and known errors help incident management?

  A. It enables quicker diagnosis and resolution of incidents
  B. It removes the need for customer updates
  C. It eliminates collaboration during incident resolution
  D. It authorizes changes after incidents are closed
  A. It enables quicker diagnosis and resolution of incidents

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  Explanation

  Known problem and error information can guide support teams toward workarounds or known resolutions. It does not remove communication, collaboration, or change controls.

• Question 29:

  Which dimension is most concerned with skills, competencies, roles, and responsibilities?

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

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  Explanation

  Organizations and people covers structures, culture, roles, responsibilities, skills, and competencies. The other dimensions address information, external relationships, or workflows.

• Question 30:

  When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?

  A. Ensuring everyone involved in the initiative agrees about it before initiating
  B. Making decisions about the initiative on visible data
  C. Considering different methods of communication for the different audiences
  D. Communicating information about the initiative to other parts of the organization
  A. Ensuring everyone involved in the initiative agrees about it before initiating

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  Explanation

  The "collaborate and promote visibility" guiding principle emphasizes working together and sharing information openly throughout an initiative. It supports communication, transparency, and informed decision-making using visible data across stakeholders, rather than requiring full upfront agreement from all participants before starting work.