ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 31:

  Which dimension includes workflow management systems and knowledge bases?

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

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  Explanation

  Information and technology covers the information and technologies needed to manage services, including knowledge bases and supporting systems. Workflows themselves are mainly considered through value streams and processes.

• Question 32:

  Which risk might be removed from a service consumer by an IT service?

  A. The service provider ceasing to trade
  B. Failure of server hardware
  C. The consumer's budget approval process
  D. The consumer's strategic objectives
  B. Failure of server hardware

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  Explanation

  A service can remove the need for the consumer to manage specific technology risks, such as server hardware failure. Strategic and provider business risks are not removed in the same direct way.

• Question 33:

  What can be described as an operating model for creating and managing products and services?

  A. Governance
  B. Service value chain
  C. Guiding principles
  D. Practices
  B. Service value chain

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  Explanation

  The service value chain is the operating model at the center of the service value system. It identifies key activities used to respond to demand and enable value realization.

• Question 34:

  Which service level management activity helps staff deliver a more business-focused service?

  A. Creating targets only from uptime percentages
  B. Understanding ongoing customer requirements
  C. Using complex technical terminology in agreements
  D. Measuring only low-level operational activities
  B. Understanding ongoing customer requirements

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  Explanation

  Service level management should engage customers and understand their ongoing requirements. This helps targets and reports reflect business needs rather than only technical activity.

• Question 35:

  How should measurement be used when applying start where you are?

  A. It should support direct observation
  B. It should replace direct observation
  C. It is always more accurate than observation
  D. It should be avoided until the future state is designed
  A. It should support direct observation

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  Explanation

  Measurement should support, not replace, what is observed directly. Over-reliance on reports can create bias, while observation helps reveal the real current state.

• Question 36:

  Which lifecycle management activity is responsible for resolving incidents?

  A. Support
  B. Design
  C. Operate
  D. Transition
  C. Operate

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  Explanation

  The operate activity is responsible for running and maintaining services in live environments, including resolving incidents to restore normal service operation and ensure continuity of service delivery.

• Question 37:

  Which practice uses predefined, standardized procedures so fulfillment times can be clearly communicated?

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

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  Explanation

  Service request management benefits from standardization and clear procedures because requests are normally agreed and repeatable. This supports predictable communication about fulfillment times.

• Question 38:

  What is an error?

  A. A reduction in the quality of a service
  B. An unplanned interruption to a service
  C. An event causing critical loss
  D. A flaw or vulnerability in a service
  D. A flaw or vulnerability in a service

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  Explanation

  In ITIL, an error is a flaw or weakness in the design, implementation, or operation of a service or configuration item that can potentially lead to incidents or failures.

• Question 39:

  Which is an external input to the service value chain?

  A. The improve value chain activity
  B. An overall plan
  C. Customer requirements
  D. Feedback loops
  C. Customer requirements

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  Explanation

  Customer requirements can enter the service value chain from outside the organization as demand or opportunity. Value chain activities, plans, and feedback loops are internal mechanisms.

• Question 40:

  Which of the following is an example of a service action?

  A. A cloud service provider giving users access to virtual machines
  B. A user accessing a streaming platform to watch movies
  C. A software company delivering a hardware security token to the customer
  D. A digital learning platform conducting a live online training session for users
  D. A digital learning platform conducting a live online training session for users

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  Explanation

  A service action is an activity performed by the service provider, or jointly with the consumer, to enable value co-creation. Conducting a live online training session is an active interaction delivered as part of the service experience.