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Free ITIL v5 Practice Questions & Answers 2026 Part5 | 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 can act as an operating model for an organization?
A. The four dimensions of service management
B. The service value chain
C. The ITIL guiding principles
D. Continual improvement
View answer
Correct Answer: B
Question #2
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 #3
Which of the following CANNOT be provided by a tool?
A. ata
B. nformation
C. isdom
D. nowledge
View answer
Correct Answer: C
Question #4
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 #5
Which of the following is an objective of business relationship management?
A. o identify patterns of business activity
B. o ensure high levels of customer satisfaction
C. o secure funding to manage the provision of services
D. o ensure strategic plans for IT services exist
View answer
Correct Answer: B
Question #6
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A. Supplier management
B. Change control
C. Relationship management
D. Service desk
View answer
Correct Answer: C
Question #7
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 #8
What is the purpose of the 'incident management' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
View answer
Correct Answer: A
Question #9
Which of the following BEST describes service strategies value to the business?
A. llows higher volumes of successful change
B. eduction in unplanned costs through optimized handling of service outages
C. eduction in the duration and frequency of service outages
D. nabling the service provider to have a clear understanding of what levels of service will make their customers successful
View answer
Correct Answer: D
Question #10
Which BEST describes the purpose of the 'improve' value chain activity?
A. To organize a major improvement initiative into several smaller initiatives
B. To make new and improved services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and services
D. To continually improve all products and services across all value chain activities
View answer
Correct Answer: D
Question #11
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 #12
Where should incident resolution targets to be documented?
A. request for change (RFC
B. service level agreement (SLA
C. he service portfolio
D. service description
View answer
Correct Answer: B
Question #13
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 #14
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
View answer
Correct Answer: A
Question #15
Which two processes will contribute MOST to enabling effective problem detection?
A. ncident and financial management
B. hange and release and deployment management
C. ncident and event management
D. nowledge and service level management
View answer
Correct Answer: C
Question #16
Which of the following are valid parts of the service portfolio?1 . Service pipeline2 . Service knowledge management system (SKMS)3 . Service catalogue
A. ll of the above
B. and 2 only
C. and 3 only
D. only
View answer
Correct Answer: C
Question #17
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 #18
Which practice involves the management of vulnerabilities that were not identified before the service went live?
A. ervice request management
B. roblem management
C. hange control
D. ervice level management
View answer
Correct Answer: B
Question #19
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are
View answer
Correct Answer: B
Question #20
What is a user?
A. he role that uses services
B. he role that directs and controls an organization
C. he role that authorizes budget for service consumption
D. he role that defines the requirements for a service
View answer
Correct Answer: A
Question #21
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfilment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfilment should be carried out by service desk staff without automation
View answer
Correct Answer: B
Question #22
What BEST defines IT service management?
A. An organization supplying services to only external customers
B. The customer of an IT service provider who defines and agrees the service targets
C. The implementation and management of quality IT services that meet business needs
D. The resources that are utilized to provide value to customers through services
View answer
Correct Answer: C
Question #23
Which describes a CORRECT approach to change authorization?
A. Changes included in the change schedule are pre-authorized and do not need additional authorization
B. Normal changes should be assessed and authorized before they are deployed
C. Emergency changes should be authorized by as many people as possible to reduce risk
D. Normal changes are typically implemented as service requests and authorized by the service desk
View answer
Correct Answer: B
Question #24
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 #25
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 #26
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 #27
Which will NOT be handled as a service request?
A. The degradation of a service
B. The replacement of a toner cartridge
C. The provision of a laptop
D. A complaint about a support team
View answer
Correct Answer: A
Question #28
Which practice makes new services available for use?
A. Change enablement
B. Release management
C. Deployment management
D. IT asset management
View answer
Correct Answer: B
Question #29
Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The 'incident management' practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first
View answer
Correct Answer: C
Question #30
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A. erform baseline assessments
B. xecute improvement actions
C. valuate measurements and metrics
D. efine measurable targets
View answer
Correct Answer: C
Question #31
What is the MOST LIKELY reason that incident management would need a temporary team to work together?
A. o resolve a complex or major incident
B. o escalate an incident to a supplier or partner
C. o customers and users are provided with timely updates
D. o users can resolve their own incidents with self-help
View answer
Correct Answer: A
Question #32
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 #33
Which statement is CORRECT?
A. he configuration management system is part of the known error database
B. he configuration management system is part of the service knowledge management system
C. he service knowledge management system is part of the configuration management system
D. he configuration management system is part of the configuration management database
View answer
Correct Answer: B
Question #34
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A. change model
B. n emergency change
C. standard change
D. normal change
View answer
Correct Answer: C
Question #35
What is important for a `continual improvement register' (CIR)?
A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed
View answer
Correct Answer: A

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