ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 71:

  Which BEST explains why an organization might choose to engage external suppliers?

  A. To maintain greater control and visibility over service delivery
  B. To minimize reliance on third-party providers
  C. To remove the need for oversight, governance, and internal management
  D. To obtain capabilities that are difficult to develop internally
  D. To obtain capabilities that are difficult to develop internally

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  Explanation

  An organization may engage external suppliers to obtain specialized capabilities, expertise, or resources that are difficult, costly, or time-consuming to develop internally, thereby enhancing its ability to deliver value.

• Question 72:

  What does sustainability assure in the context of a service or product?

  A. The service will meet the agreed requirements
  B. The service will continually meet requirements for environmental responsibility
  C. The service delivers the required functionality to meet business needs
  D. The service supports the performance of the consumer
  B. The service will continually meet requirements for environmental responsibility

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  Explanation

  Sustainability assures that a service or product continually meets requirements for environmental responsibility, ensuring that its design, delivery, and operation minimize negative environmental impact over time.

• Question 73:

  Which practice updates information about symptoms and business impact when a service is degraded?

  A. Service level management
  B. Change enablement
  C. Service request management
  D. Incident management
  D. Incident management

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  Explanation

  Incident management records and manages service interruptions and reductions in quality, including symptoms and business impact. The other practices may use this information, but they do not primarily manage incident records.

• Question 74:

  Why do many digital service providers aim to reduce or eliminate service actions?

  A. To strengthen direct personal engagement between users and support staff
  B. To ensure every service interaction is handled manually for better control
  C. To comply with financial and regulatory policies
  D. To streamline operations and increase consistency by relying more on automation
  D. To streamline operations and increase consistency by relying more on automation

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  Explanation

  Many digital service providers aim to reduce or eliminate service actions to streamline operations and increase consistency by relying more on automation, enabling faster, more reliable, and scalable service delivery with less manual intervention.

• Question 75:

  Which dimension considers the type of relationship required with organizations involved in service delivery?

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

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  Explanation

  Partners and suppliers considers relationships with other organizations involved in designing, developing, deploying, and delivering services. The other dimensions focus on internal people, information, or workflows.

• Question 76:

  What is typically needed to assign a complex incident to the right support group?

  A. A self-help tool
  B. Incident category
  C. A change schedule
  D. Problem prioritization
  B. Incident category

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  Explanation

  Incident categorization helps route incidents to the appropriate support area. Self-help can resolve simple cases, while change schedules and problem prioritization serve different purposes.

• Question 77:

  Which is a key requirement for successful service level agreements?

  A. They should use language and terms all parties understand
  B. They should be based on system metrics useful only to the provider
  C. They should remain unchanged from year to year
  D. They should avoid targets related to user experience
  A. They should use language and terms all parties understand

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  Explanation

  Clear language helps all parties share the same understanding of service expectations. Agreements should support user and customer outcomes, not just provider-focused measures.

• Question 78:

  Why are management practices important in digital product and service management?

  A. They define the purpose of the organization
  B. They replace the need for value streams
  C. They provide resources and capabilities to accomplish objectives
  D. They influence the financial outcome of the organization
  C. They provide resources and capabilities to accomplish objectives

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  Explanation

  Management practices are important because they provide structured resources, methods, and capabilities that enable organizations to perform work effectively and achieve their objectives in digital product and service management.

• Question 79:

  Which skill is important for service level management?

  A. Listening to and understanding customers
  B. Diagnosing hardware faults
  C. Authorizing emergency changes
  D. Implementing deployments
  A. Listening to and understanding customers

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  Explanation

  Service level management depends on understanding customer needs and translating them into clear service targets. The other skills belong more closely to technical support, change, or deployment work.

• Question 80:

  Which role authorizes the budget for service consumption?

  A. User
  B. Change authority
  C. Sponsor
  D. Customer
  C. Sponsor

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  Explanation

  The sponsor authorizes budget for service consumption. The customer defines requirements and takes responsibility for outcomes, while the user consumes the service.