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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| Topic 2: The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
| Topic 3: ITIL Service Value System | 13-17% | - Interaction between the service value chain and the guiding principles - The service value chain - Inputs, outputs, and activities of the service value chain |
| Topic 4: ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - The four dimensions of service management - ITIL guiding principles |
| Topic 5: ITIL Practices | 34-38% | - Technical management practices - Service management practices - General management practices |
| Topic 6: ITIL Guiding Principles | 15-19% | - Keep it simple and practical - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically - Focus on value - Start where you are |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Which type of service relationship typically focuses on support and efficiency through standardized services?
- A. Partner relationship
- B. Cooperative relationship
- C. Basic relationship
- D. Collaborative relationship
Correct Answer: C 🗳️
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Which of the following statements about the four dimensions of product and service management is CORRECT?
- A. All four dimensions apply only to product design and not to management practices
- B. All four dimensions focus mainly on the activities of the service value chain
- C. All four dimensions are critical to effective and efficient facilitation of value
- D. Each dimension on its own is sufficient to achieve the desired outcomes
Correct Answer: C 🗳️
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When is the earliest that a workaround can be documented in 'problem management'?
- A. After the problem has been logged
- B. After the problem has been analyzed
- C. After the problem has been prioritized
- D. After the problem has been resolved
Correct Answer: A 🗳️
The board of directors approves a new digital strategy and instructs management to prioritize investment in cloud infrastructure to support future growth. Which governance activity does this represent?
- A. Monitor
- B. Direct
- C. Engage stakeholders
- D. Evaluate
Correct Answer: B 🗳️
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Which of the following is TRUE about value co-creation?
- A. Value is defined and consumed by a service provider
- B. value is created independently of service relationships
- C. Value is created only by the service provider and delivered to the consumer
- D. Value is created jointly through interactions between service providers and service consumers
Correct Answer: D 🗳️
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