ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 41:

  Which statement about a basic relationship is TRUE?

  A. It operates across operational, tactical, and strategic organizational levels
  B. It typically involves out-of-the-box services offered to customers
  C. Services are usually customized to meet the needs of customers
  D. It focuses on innovation and business growth
  C. Services are usually customized to meet the needs of customers

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  Explanation

  A basic relationship in service management is characterized by services being tailored or customized to meet specific customer needs, ensuring that value is co-created based on individual requirements rather than standardized offerings.

• Question 42:

  Which of the following BEST describes an outcome in a service relationship?

  A. A result achieved by a stakeholder through the use of at least one output
  B. A tangible or intangible deliverable created during a service activity
  C. A specific task completed by the service provider as part of service delivery
  D. A software product provided to the consumer by the service provider
  A. A result achieved by a stakeholder through the use of at least one output

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  Explanation

  An outcome in a service relationship is a result achieved by a stakeholder through the use of one or more outputs, representing the value realized from the service rather than the deliverables themselves.

• Question 43:

  Which guiding principle recommends coordinating all dimensions of service management?

  A. Start where you are
  B. Progress iteratively with feedback
  C. Think and work holistically
  D. Keep it simple and practical
  C. Think and work holistically

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  Explanation

  Think and work holistically emphasizes that no service, practice, process, department, or supplier stands alone. It encourages coordinated consideration of all dimensions.

• Question 44:

  When should a full risk assessment and authorization be carried out for a standard change?

  A. Each time the standard change is implemented
  B. When the procedure for the standard change is created
  C. At least once a year
  D. When an emergency change is requested
  B. When the procedure for the standard change is created

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  Explanation

  A standard change is low risk, understood, and pre-authorized because it follows an approved procedure.

  The assessment belongs in the creation and approval of that procedure, not in every repeat execution.

• Question 45:

  Which of the following BEST describes an operating model?

  A. A set of rules that ensures consistent decision-making and accountability within the organization
  B. A recommendation that guides an organization's actions and decisions in all circumstances
  C. A set of organizational resources designed for performing specific work or achieving a particular objective
  D. A conceptual and visual representation of how an organization co-creates value with its customers
  D. A conceptual and visual representation of how an organization co-creates value with its customers

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  Explanation

  An operating model is a conceptual and visual representation of how an organization works to co-create value with its customers, showing how its components and activities integrate and interact to deliver products and services.

• Question 46:

  How should an organization apply the ITIL Guiding Principles?

  A. Sequentially, according to a fixed order of priority
  B. As optional suggestions, that can be ignored
  C. By relying on just one or two principles for efficiency
  D. By considering the relevance of each principle in each situation
  D. By considering the relevance of each principle in each situation

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  Explanation

  The ITIL Guiding Principles should be applied thoughtfully based on the specific context and circumstances.

  Organizations should consider all principles and determine which are most relevant to support effective decision-making and value creation in each situation.

• Question 47:

  Which element of the operating model refers to third parties contributing to value creation activities?

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

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  Explanation

  The operating model element that refers to third parties contributing to value creation activities is partners and suppliers, as it describes how external organizations support the service provider through goods, services, and expertise to help create and deliver value.

• Question 48:

  Which helps streamline the fulfillment of service requests?

  A. Understanding which requests can be completed with limited approvals
  B. Creating a new workflow for every request
  C. Treating service degradations as service requests
  D. Eliminating all requests with complex workflows
  A. Understanding which requests can be completed with limited approvals

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  Explanation

  Policies can identify requests that need little or no additional approval, making fulfillment faster. New workflows for every request would reduce standardization and efficiency.

• Question 49:

  Which statement about a continual improvement register is CORRECT?

  A. It should only be managed at the senior level
  B. It should be used to capture user demand
  C. There should only be one for the whole organization
  D. It should be reprioritized as ideas are documented
  D. It should be reprioritized as ideas are documented

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  Explanation

  A continual improvement register records, assesses, and prioritizes improvement ideas. Its contents should be reviewed and reprioritized as new information and new ideas are added.

• Question 50:

  Which value chain activity is assessed by evaluating the quality of the resources and services sourced from a third party?

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

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  Explanation

  The acquire activity focuses on obtaining products, services, and resources from third parties, and its effectiveness is assessed by evaluating the quality of the resources and services sourced from suppliers.