Try ITIL 5 Foundation

Q1.An organization's service desk team has been producing weekly reports, monthly trend analyses, and quarterly reviews. After applying the guiding principles, they determine that only the monthly trend analysis is used for decision-making. Which combination of principles BEST supports eliminating the unused reports while ensuring the remaining report meets stakeholder needs?

• A.Keep It Simple and Practical to eliminate waste, and Focus on Value to ensure the remaining report serves stakeholder needs
• B.Start Where You Are to keep all reports, and Optimize and Automate to automate them
• C.Progress Iteratively with Feedback to reduce report frequency, and Collaborate and Promote Visibility to share all data
• D.Think and Work Holistically to add more reports, and Start Where You Are to use existing templates

Domain: Guiding Principles

Q2.An organization uses AI for both predictive monitoring in operations and automated chatbot support for end users. A governance review reveals the chatbot is providing biased responses to certain user groups. The team must decide which governance perspectives to apply. Which combination of perspectives is MOST appropriate to address both the bias issue and the overall AI deployment?

• A.Ethical Principles for the bias issue, and Data Governance for the predictive monitoring
• B.Data Governance for the chatbot performance, and Regulatory Compliance for the predictive monitoring
• C.Ethical Principles for the bias issue, Data Governance for model monitoring, and Decision Authority for defining AI autonomy boundaries
• D.Decision Authority for the chatbot scope, and Regulatory Compliance for employment law

Domain: AI Governance

Q3.An organization has a mature continual improvement practice but consistently fails to implement the changes identified in their improvement register. Analysis reveals that improvement initiatives are well-documented and prioritized but lack executive sponsorship and resource allocation. Which combination of continual improvement model steps is MOST likely being neglected?

• A.Steps 2 and 3, because the assessments and targets are not rigorous enough
• B.Steps 1 and 4, because strategic alignment and resource planning are insufficient
• C.Steps 5 and 6, because execution and evaluation are being skipped
• D.Steps 6 and 7, because results are not being measured or sustained

Domain: Continual Improvement

Q4.A company maps its value stream for deploying a major software release and finds that the Transition activity takes 5 days but only 6 hours of active work. The remaining time is split between waiting for change approval (2 days), waiting for a deployment window (2 days), and waiting for test environment availability (1 day minus 6 hours). Which improvement would address the LARGEST source of waste?

• A.Automating test environment provisioning to eliminate the 1-day wait
• B.Extending the deployment window to allow more flexibility
• C.Streamlining the change approval process to reduce the 2-day approval wait
• D.Adding more testers to speed up the active testing work

Domain: Value Streams

Q5.An organization applies Lean thinking to optimize their incident management value stream. They discover that tickets are handed off between five different teams, each adding approval steps, and staff must navigate between four disconnected tools to process a single ticket. Using the TIMWOOD waste types, which THREE types of waste are MOST clearly present in this scenario?

• A.Transport, Over-processing, and Waiting
• B.Transport, Over-processing, and Motion
• C.Transport, Motion, and Defects
• D.Over-processing, Motion, and Inventory

Domain: Integration