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Free ITIL v5 Practice Questions & Answers 2026 Part3 | 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
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 #2
How are target resolution times used in the 'incident management' practice?
A. hey are agreed, documented, and communicated to help set user expectations
B. hey are established, reviewed, and reported to ensure that customers are happy with the service
C. hey are initiated, approved, and managed to ensure that predictable responses are achieved
D. hey are scheduled, assessed and authorized to reduce the risk of service failures
View answer
Correct Answer: A
Question #3
Why should some service requests be fulfilled with no additional approvals?
A. o ensure that spending is properly accounted for
B. o ensure that information security requirements are met
C. o streamline the fulfilment workflow
D. o set user expectations for fulfilment times
View answer
Correct Answer: C
Question #4
Which is an activity of the 'problem management' practice?
A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations
View answer
Correct Answer: B
Question #5
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
View answer
Correct Answer: C
Question #6
Which role is responsible for carrying out the activities of a process?
A. rocess owner
B. hange manager
C. ervice manager
D. rocess practitioner
View answer
Correct Answer: D
Question #7
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 #8
Which practice is responsible for moving new or changed components to live or other environments?
A. Release management
B. Deployment management
C. Change enablement
D. Supplier management
View answer
Correct Answer: B
Question #9
Access management is responsible for executing the policies that are defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
View answer
Correct Answer: B
Question #10
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
View answer
Correct Answer: B
Question #11
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 #12
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 #13
Which statement about a service value stream is CORRECT?
A. It uses prescriptive inputs and outputs
B. It is a value chain activity
C. It integrates practices for a specific scenario
D. It is used to provide governance
View answer
Correct Answer: C
Question #14
In service relationships, what is a benefit of identifying consumer roles?
A. It enables effective stakeholder management
B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables a common definition of value
View answer
Correct Answer: A
Question #15
Which statement about the service portfolio is TRUE?
A. he service portfolio includes all services except those managed by third parties
B. t allows the organization unlimited resources when planning for new service deployments
C. t is an integral part of the service catalogue
D. t represents all resources presently engaged or being released in various stages of the service lifecycle
View answer
Correct Answer: D
Question #16
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 #17
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
View answer
Correct Answer: B
Question #18
How do 'continual improvement registers' help to create value?
A. y assigning change authorities for change requests
B. y documenting all improvement ideas in a single place
C. y monitoring achievement against service level targets
D. y making improvements visible
View answer
Correct Answer: B
Question #19
Which is included in the purpose of the 'change enablement' practice?
A. Make new and changed services available for use
B. Ensure that risks have been properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
View answer
Correct Answer: B
Question #20
What does 'change enablement' PRIMARILY focus on?
A. hanges to organizational structure
B. hanges to skills and competencies
C. hanges to service levels
D. hanges to products and services
View answer
Correct Answer: D
Question #21
Which of the following is NOT an objective of service transition?
A. o plan and manage the capacity and resource requirements to manage a release
B. o provide quality knowledge and information about services and service assets
C. o provide training and certification in project management
D. o ensure that a service can be managed, operated and supported
View answer
Correct Answer: C
Question #22
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. Change proposal
B. Change policy
C. Service request
D. Risk register
View answer
Correct Answer: A
Question #23
Where are the details of the required performance outcomes of a service defined?
A. Service level agreements
B. Service requests
C. Service components
D. Service offerings
View answer
Correct Answer: A
Question #24
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. hange enablement
B. ervice level management
C. roblem management
D. ervice request management
View answer
Correct Answer: B
Question #25
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. ervice offering
B. ervice provision
C. ervice management
D. ervice consumption
View answer
Correct Answer: C
Question #26
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication
View answer
Correct Answer: B
Question #27
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
View answer
Correct Answer: C
Question #28
What varies in size and complexity, and uses functions to achieve its objectives?
A. A risk
B. An organization
C. A practice
D. An outcome
View answer
Correct Answer: B
Question #29
Which guiding principle considers customer and user experience?
A. eep it simple and practical
B. ollaborate and promote visibility
C. tart where you are
D. ocus on value
View answer
Correct Answer: D
Question #30
Which of the following BEST describes an operating model?
A. set of rules that ensures consistent decision-making and accountability within the organization
B. recommendation that guides an organization's actions and decisions in all circumstances
C. set of organizational resources designed for performing specific work or achieving a particular objective
D. conceptual and visual representation of how an organization co-creates value with its customers
View answer
Correct Answer: D
Question #31
Which statement about service requests is CORRECT?
A. Complex service requests should be dealt with as normal changes
B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
View answer
Correct Answer: D
Question #32
What impact does automation have on a service desk?
A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralized location
View answer
Correct Answer: A
Question #33
What describes how components and activities work together to facilitate value creation?
A. The ITIL service value system
B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship
View answer
Correct Answer: A
Question #34
Which statement about change authorities is CORRECT?
A. Change authorities are only required for authorizing emergency changes
B. Change authorities are assigned when each change is deployed
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model
View answer
Correct Answer: D
Question #35
Which is most important for effective incident management?
A. Collaboration tools and techniques
B. Balanced scorecard review
C. Automated deployment pipelines
D. A different workflow for every request
View answer
Correct Answer: A
Question #36
Which is the BEST example of a standard change?
A. The review and authorization of a change requested by a customer
B. The implementation of a critical software patch in response to a vendor security issue
C. The installation of a software application in response to a service request
D. The replacement of a component in response to a major incident
View answer
Correct Answer: C
Question #37
The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?
A. eople, process, partners, performance
B. erformance, process, products, plans
C. eople, process, products, partners
D. eople, products, plans, partners
View answer
Correct Answer: C
Question #38
Which service lifecycle stage provides the following values to the business?
A. Service transition
B. Service strategy
C. Service operation
D. Service design
View answer
Correct Answer: C
Question #39
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
View answer
Correct Answer: B
Question #40
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
A. ervice level management
B. T operations management
C. apacity management
D. ncident management
View answer
Correct Answer: B
Question #41
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 #42
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 #43
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
View answer
Correct Answer: A
Question #44
Which statement about service requests is CORRECT?
A. Complex service requests should be dealt with as normal changes
B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
View answer
Correct Answer: D
Question #45
Which statement about the purpose of the Monitoring and event management practice is TRUE?
A. upport the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
B. inimize the negative impact of incidents by restoring normal service operation as quickly as possible
C. ystematically observe services and service components, and record and report selected changes of state identified as events
D. aximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
View answer
Correct Answer: C
Question #46
How do service providers contribute to the creation of service value for consumers?
A. They reduce risks and provide resources through specialization
B. They eliminate the need for consumers to use any resources
C. They replace consumers' responsibilities with their own services
D. They determine the financial outcomes for consumers directly
View answer
Correct Answer: A
Question #47
What does observability enable in digital product and service management?
A. nderstanding system behaviour through outputs such as logs, metrics, and traces
B. mproving service reliability through engineering practices
C. nsuring changes are approved before being deployed
D. utomatically preventing incidents from occurring
View answer
Correct Answer: A
Question #48
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 #49
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. t should always be used to support direct observation
B. t should always be used instead of direct observation
C. easured data is always more accurate than direct observation
D. he act of measuring always positively impacts results
View answer
Correct Answer: A
Question #50
Which describes a set of defined steps for implementing improvements?
A. Improve value chain activity
B. Continual improvement register
C. Continual improvement model
D. Engage value chain activity
View answer
Correct Answer: C

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