ITILFNDv5 Vce Files & ITILFNDv5 Exam Sample Questions

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q119-Q124):

NEW QUESTION # 119
What is an incident in IT services?

Answer: B

Explanation:
An incident is defined in ITIL as an unplanned interruption to a service or a reduction in the quality of a service. That is why option B is correct. The key idea is that an incident affects normal service performance and requires timely attention to restore expected service levels.


NEW QUESTION # 120
Which dimension of digital product and service management ensures whoever is working in an organization has sufficient skills to support anticipated needs?

Answer: A

Explanation:
The organizations and people dimension ensures that individuals within the organization have the appropriate skills, competencies, roles, and structure to meet current and anticipated needs in delivering products and services.


NEW QUESTION # 121
How should the ITIL Guiding Principle 'optimize and automate' be applied?

Answer: C

Explanation:
The guiding principle "optimize and automate" should be applied by optimizing processes before automating them, so option B is correct. ITIL warns against automating poor or unnecessary activities because automation can make waste faster and more expensive instead of improving value. Organizations should first understand the workflow, remove unnecessary complexity, simplify where possible, and confirm that the process supports desired outcomes. Only then should they automate appropriate parts of the work. Automation should complement human capabilities, not blindly replace people in every function. Some activities still require judgment, empathy, creativity, and contextual understanding. This principle reflects ITIL's broader emphasis on practicality, value, and continual improvement. Optimization ensures the work is worth doing, and automation then helps deliver it more efficiently, consistently, and at scale.


NEW QUESTION # 122
Which guiding principle emphasizes understanding how all parts of an organization function together as an integrated system?

Answer: C

Explanation:
The guiding principle "Think and work holistically" emphasizes understanding how all parts of an organization function together as an integrated system, recognizing that services and value are created through the interaction of interconnected components rather than isolated activities.


NEW QUESTION # 123
Which of the following statements about 'outcomes' is TRUE?

Answer: D

Explanation:
Outcomes are the end results that depend on specific outputs to achieve desired effects or benefits.


NEW QUESTION # 124
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