ITIL ITILFND V5 Exam Practice Questions and Answers

Question 6 of 40

Which is the main form of service interaction between service consumers and digital services?

A.

Transfer of goods

B.

Delivery of goods

C.

Access to resources

D.

Service actions

Question 7 of 40

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

Question 8 of 40

Which chapter of a practice guide provides recommendations for the successful automation of the practice?

A.

Information and technology

B.

Partners and suppliers

C.

Organizations and people

D.

Value streams and processes

Question 9 of 40

Which statement BEST describes service quality?

A.

The totality of characteristics of a service that determine its ability to satisfy stated needs

B.

The functionality provided by a product or service to meet a particular need

C.

A documented agreement between a service provider and a customer

D.

The assurance that a service will meet agreed requirements and is fit for use

Question 10 of 40

What enables the digital product and service management activities of an organization?

A.

Value stream steps

B.

Management practices

C.

Vision and operating model

D.

Value chain