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Free ITIL v5 Practice Questions & Answers 2026 Part2 | ITIL Foundation

Are you preparing for the ITIL ITIL Foundation V5 certification exam? SPOTO offers the ITIL ITIL Foundation V5 Premium File; all questions are aligned with the latest exam content and come with expert-provided answers. Our question banks cover the latest question types, core concepts, and detailed explanations, helping you familiarize yourself with the exam format and difficulty level. Whether you are reviewing core concepts or simulating a real exam environment, these resources will rapidly boost your confidence and readiness.
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Question #1
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
View answer
Correct Answer: D
Question #2
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
View answer
Correct Answer: A
Question #3
What describes how components and activities work together to facilitate value creation?
A. he ITIL service value system
B. he ITIL guiding principles
C. he four dimensions of service management
D. service relationship
View answer
Correct Answer: A
Question #4
Which dimension considers data security and privacy?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
View answer
Correct Answer: B
Question #5
Which of the following terms is more suitable to describe the functionality of a service?
A. tility
B. utput
C. arranty
D. utcome
View answer
Correct Answer: A
Question #6
What is the key message of the "Keep it simple and practical guiding principle"?
A. Focus on one step at a time
B. Accomplish objectives with the least number of resources and staff as possible
C. Every step must be completed thoroughly and effectively to accomplish an objective
D. Always use the minimum number of steps to accomplish an objective
View answer
Correct Answer: D
Question #7
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. hange proposal
B. hange policy
C. ervice request
D. isk register
View answer
Correct Answer: A
Question #8
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
A. ervice design: Design the processes
B. ervice strategy: Develop the offerings
C. ervice transition: Plan and prepare for deployment
D. ervice operation: IT operations management
View answer
Correct Answer: A
Question #9
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
B. Change enablement
C. Service level management
D. Supplier management
View answer
Correct Answer: A
Question #10
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
View answer
Correct Answer: D
Question #11
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
View answer
Correct Answer: C
Question #12
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved
View answer
Correct Answer: A
Question #13
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Information security management
B. Continual improvement
C. Monitoring and event management
D. Service level management
View answer
Correct Answer: A
Question #14
When should a workaround be created?
A. As soon as possible, once the incident is logged
B. After the resolution of a problem
C. When a problem cannot be resolved quickly
D. When a potential permanent solution has been identified
View answer
Correct Answer: C
Question #15
Which statement about managing incidents is CORRECT?
A. ow impact incidents should be resolved efficiently, making logging unnecessary
B. he 'incident management' practice should use a single process regardless of the impact of the incident
C. ow impact incidents should be resolved efficiently so the resource required is reduced
D. ncidents with the lowest impact should be resolved first
View answer
Correct Answer: C
Question #16
What does sustainability assure in the context of a service or product?
A. he service will meet the agreed requirements
B. he service will continually meet requirements for environmental responsibility
C. he service delivers the required functionality to meet business needs
D. he service supports the performance of the consumer
View answer
Correct Answer: B
Question #17
In which step of the 'continual improvement model' is an improvement plan implemented?
A. What is the vision?
B. How do we get there?
C. Take action
D. Did we get there?
View answer
Correct Answer: C
Question #18
Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
View answer
Correct Answer: D
Question #19
According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?
A. ailing to gather feedback needed to guide gradual improvement
B. vercomplicating solutions by ignoring practical, simple approaches
C. osing opportunities for collaboration and shared understanding across teams
D. asting time and losing valuable existing capabilities and resources
View answer
Correct Answer: D
Question #20
Which guiding principle considers how process steps can be performed as efficiently as possible?
A. Start where you are
B. Focus on value
C. Think and work holistically
D. Optimize and automate
View answer
Correct Answer: D
Question #21
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times
View answer
Correct Answer: C
Question #22
What is the purpose of deployment management?
A. To ensure services achieve agreed performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set business-based targets for service performance
View answer
Correct Answer: C
Question #23
An organization asks a stakeholder to review a planned change.Which guiding principle does this demonstrate?
A. Collaborate and promote visibility
B. Start where you are
C. Focus on value
D. Keep it simple and practical
View answer
Correct Answer: A
Question #24
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
View answer
Correct Answer: A
Question #25
Which practice involves the management of vulnerabilities that were not identified before the service went live?
A. Service request management
B. Problem management
C. Change control
D. Service level management
View answer
Correct Answer: B
Question #26
Which of the following describes a sponsor within a consumer organization?
A. A person or group that has its own functions and authorities
B. A person or group that authorizes a change
C. The role that defines the requirements for a service
D. The role that authorizes the budget for service consumption
View answer
Correct Answer: D
Question #27
What is the purpose of the 'incident management' practice?
A. o support the agreed service quality by effective handling of all agreed user-initiated service requests
B. o reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
C. o minimize the negative impact of incidents by restoring normal service operation as quickly as possible
D. o capture demand for incident resolution and service requests
View answer
Correct Answer: C
Question #28
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem
C. A change
D. An event
View answer
Correct Answer: A
Question #29
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results
View answer
Correct Answer: A
Question #30
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
View answer
Correct Answer: D
Question #31
Which is a recommendation of the guiding principle 'think and work holistically'?
A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
View answer
Correct Answer: D
Question #32
Which of the following statements about change authorization is CORRECT?
A. nsuring that changes are authorized after their deployment is done by the change authority
B. he change type and model is the basis for assigning the change authority
C. very time a standard change is requested a change authority is assigned
D. he technician making an emergency change can authorize such changes
View answer
Correct Answer: B
Question #33
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
View answer
Correct Answer: A
Question #34
Which guiding principle discourages 'silo activity'?
A. eep it simple and practical
B. ollaborate and promote visibility
C. tart where you are
D. ocus on value
View answer
Correct Answer: B
Question #35
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
View answer
Correct Answer: C
Question #36
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
A. The problem record is deleted
B. The problem remains in the known error status
C. A change request is submitted to change control
D. Problem management restores the service as soon as possible
View answer
Correct Answer: B
Question #37
Which of the following describes a sponsor within a consumer organization?
A. A person or group that has its own functions and authorities
B. A person or group that authorizes a change
C. The role that defines the requirements for a service
D. The role that authorizes the budget for service consumption
View answer
Correct Answer: D
Question #38
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
View answer
Correct Answer: B
Question #39
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
B. Change enablement
C. Service level management
D. Supplier management
View answer
Correct Answer: A
Question #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
View answer
Correct Answer: A
Question #41
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
View answer
Correct Answer: D
Question #42
How are target resolution times used in the 'incident management' practice?
A. They are agreed, documented, and communicated to help set user expectations
B. They are established, reviewed, and reported to ensure that customers are happy with the service
C. They are initiated, approved, and managed to ensure that predictable responses are achieved
D. They are scheduled, assessed and authorized to reduce the risk of service failures
View answer
Correct Answer: A
Question #43
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A. nderstanding stakeholder needs
B. nsuring service components are available
C. eeting stakeholder expectations
D. nderstanding the organization's vision
View answer
Correct Answer: C
Question #44
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
View answer
Correct Answer: C
Question #45
An organization asks a stakeholder to review a planned change.Which guiding principle does this demonstrate?
A. Collaborate and promote visibility
B. Start where you are
C. Focus on value
D. Keep it simple and practical
View answer
Correct Answer: A
Question #46
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. ervice desk
B. ervice request management
C. ervice level management
D. ervice configuration management
View answer
Correct Answer: C
Question #47
Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
View answer
Correct Answer: D
Question #48
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
View answer
Correct Answer: D
Question #49
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
View answer
Correct Answer: A
Question #50
Why is project management important in ITIL?
A. To manage routine operational activities and service requests
B. To define governance authority across the ITIL Value System
C. To deliver time-bound initiatives that introduce new or changed services
D. To enable structured delivery of change while services continue to operate
View answer
Correct Answer: C

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