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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
| Four Dimensions of Product and Service Management | 17% | - Partners and Suppliers - Organizations and People - Holistic approach and interdependencies - Information and Technology - Value Streams and Processes |
| ITIL Management Practices | 28% | - Service Management Practices
|
| ITIL Value System | 20% | - Governance - Continual improvement - Guiding Principles (7 principles and application) - Management Practices overview - Service Value Chain activities |
| Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Which role authorizes budget for a service in a service relationship?
- A. User
- B. Customer
- C. Product vendor
- D. Sponsor
Correct Answer: D 🗳️
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Which BEST explains why an organization might choose to engage external suppliers?
- A. To obtain capabilities that are difficult to develop internally
- B. To maintain greater control and visibility over service delivery
- C. To remove the need for oversight, governance, and internal management
- D. To minimize reliance on third-party providers
Correct Answer: A 🗳️
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Which of the following BEST describes a release?
- A. An unplanned interruption to a service or reduction in the quality of a service
- B. The addition, modification, or removal of anything that could affect services
- C. A version of a product, service, or other configuration item made available for use
- D. A cause, or potential cause, of one or more incidents
Correct Answer: C 🗳️
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Which is an activity of the 'problem management' practice?
- A. Prioritization of problems based on the risk that they pose
- B. Restoration of normal service operation as quickly as possible
- C. Authorization of changes to resolve the cause of problems
- D. Resolution of incidents in a time that meets customer expectations
Correct Answer: A 🗳️
Which of the following is a key success metric for 'Transition' activity?
- A. Speed of normal service restoration
- B. Quality of the resources and services outsourced from suppliers
- C. Number and impact of deployment errors
- D. Service performance against the agreed SLA targets
Correct Answer: C 🗳️
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