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ITIL-5-Foundation Practice Questions

ITIL Foundation (Version 5)

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Total Questions : 80

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Question # 11

What does a service journey describe?

Options:

A.  

End-to-end interactions between a service provider and a service consumer

B.  

The internal workflows and processes of a service provider

C.  

The end-to-end lifecycle of a product

D.  

The sequence of value chain activities

Discussion 0
Question # 12

An organization wants to evaluate how well the ' transition ' value chain activity is performing. Which metric would best support this evaluation?

Options:

A.  

Success rate of releases deployed into the live environment

B.  

Number of ideas generated for new services

C.  

Average cost per service request

D.  

Percentage of value streams mapped

Discussion 0
Question # 13

What does the ITIL Guiding Principle ' think and work holistically ' emphasize?

Options:

A.  

Considering all components of the service value system when making decisions

B.  

Assigning responsibility for improvements to a single team

C.  

Ensuring all activities result in value creation for the stakeholders

D.  

Automating repetitive and manual tasks

Discussion 0
Question # 14

Which lifecycle activity is focused on creating prototypes and specifications?

Options:

A.  

Design

B.  

Deliver

C.  

Support

D.  

Transition

Discussion 0
Question # 15

Which metric is MOST appropriate for assessing the success of the ' build ' value chain activity?

Options:

A.  

Number of incidents resolved within agreed targets

B.  

Customer satisfaction score after service delivery

C.  

Percentage of service requests fulfilled on first contact

D.  

Quality of the product solutions

Discussion 0
Question # 16

Which option is CORRECT in the context of a digital product and a digital service?

Options:

A.  

A digital service enables value through the use of digital products

B.  

A digital product replaces the need for services

C.  

A digital service is limited to internal IT systems

D.  

A digital service is independent of a digital product

Discussion 0
Question # 17

How should the ITIL Guiding Principle ' collaborate and promote visibility ' be applied?

Options:

A.  

By involving stakeholders and sharing information with them

B.  

By limiting communication to management only

C.  

By reusing existing processes wherever possible

D.  

By capturing feedback after each iteration

Discussion 0
Question # 18

A company plans an improvement initiative and ensures it is clearly linked to organizational goals and objectives. Which continual improvement step is being performed?

Options:

A.  

What is the vision?

B.  

Where are we now?

C.  

Take Action

D.  

Where do we want to be?

Discussion 0
Question # 19

Which role authorizes budget for a service in a service relationship?

Options:

A.  

Customer

B.  

User

C.  

Sponsor

D.  

Product vendor

Discussion 0
Question # 20

Which type of service relationship typically focuses on support and efficiency through standardized services?

Options:

A.  

Basic relationship

B.  

Cooperative relationship

C.  

Collaborative relationship

D.  

Partner relationship

Discussion 0
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