ITIL ITIL-FND5 Online Practice Questions and Exam Preparation

ITIL ITIL-FND5 Online Questions & Answers

• Question 81:

  Which statement about service desks is CORRECT?

  A. The service desk should work closely with support and development teams
  B. The service desk should avoid escalation to support teams
  C. The service desk should remain isolated from technical support teams
  D. The service desk should escalate all technical issues immediately
  A. The service desk should work closely with support and development teams

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  Explanation

  The service desk is a user-facing practice that needs effective collaboration with support and development teams. Isolation or automatic escalation would reduce its ability to coordinate communication and resolution.

• Question 82:

  Which value chain activity ensures that service components meet agreed specifications?

  A. Plan
  B. Design and transition
  C. Obtain/build
  D. Deliver and support
  C. Obtain/build

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  Explanation

  Obtain/build ensures service components are available when and where needed and meet agreed specifications. Deliver and support focuses on operating and supporting services.

• Question 83:

  What is a recommendation of the focus on value guiding principle?

  A. Make value the responsibility of management only
  B. Focus on value only for major projects
  C. Focus first on value for the service provider
  D. Focus on value at every step
  D. Focus on value at every step

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  Explanation

  Focus on value should apply to all work, including normal operations and improvement initiatives. Value is co-created with service consumers and should not be limited to senior management or major projects.

• Question 84:

  Who is responsible for the procurement and use of services?

  A. Service provider
  B. Digital product vendor
  C. Service consumer
  D. Sponsors
  C. Service consumer

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  Explanation

  The service consumer is responsible for the procurement and use of services. This role includes acquiring services, using them to support business activities, and ensuring they deliver the expected value and outcomes.

• Question 85:

  Which value chain activity ensures that ongoing service activity meets user expectations?

  A. Obtain/build
  B. Engage
  C. Deliver and support
  D. Plan
  C. Deliver and support

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  Explanation

  Deliver and support focuses on ensuring that services are delivered and supported according to agreed specifications and stakeholder expectations. Other activities plan, engage, or provide components.

• Question 86:

  Which is NOT a component of the service value system?

  A. The service value chain
  B. Opportunity and demand
  C. Continual improvement
  D. Governance
  B. Opportunity and demand

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  Explanation

  Opportunity and demand are inputs to the service value system, not components of it. Governance, continual improvement, and the service value chain are components.

• Question 87:

  Which is a purpose of release management?

  A. To protect the organization's information
  B. To handle user-initiated service requests
  C. To make new and changed services available for use
  D. To move hardware and software to live environments
  C. To make new and changed services available for use

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  Explanation

  Release management makes new and changed services and features available for use. Deployment management moves components to environments, and information security protects information.

• Question 88:

  Which practice responds to conditions that could lead to potential faults or incidents?

  A. Change enablement
  B. Monitoring and event management
  C. Incident management
  D. Service request management
  B. Monitoring and event management

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  Explanation

  Monitoring and event management detects and responds to significant changes of state, including conditions that could lead to incidents. Incident management handles interruptions after they occur.

• Question 89:

  Which describes a change authority?

  A. A person, role, or group that authorizes a change
  B. A tool used to automate deployments
  C. A register of all improvement opportunities
  D. A model for defining service offerings
  A. A person, role, or group that authorizes a change

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  Explanation

  A change authority provides formal authorization for a particular type of change. It may be a person, role, or group depending on the change type and model.

• Question 90:

  What does the service value system describe?

  A. How components and activities work together to enable value creation
  B. A catalogue of services for one consumer group
  C. Joint activities between a provider and a consumer
  D. A single procedure for delivering support
  A. How components and activities work together to enable value creation

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  Explanation

  The service value system describes how the organization's components and activities work as a system to facilitate value creation. It is broader than a catalogue, relationship, or single procedure.