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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Product and Service Management Concepts | 18% | - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners |
| Topic 2: Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
| Topic 3: ITIL Management Practices | 28% | - General Management Practices
|
| Topic 4: ITIL Value System | 20% | - Management Practices overview - Governance - Continual improvement - Guiding Principles (7 principles and application) - Service Value Chain activities |
| Topic 5: Four Dimensions of Product and Service Management | 17% | - Value Streams and Processes - Partners and Suppliers - Information and Technology - Holistic approach and interdependencies - Organizations and People |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Which of the following describes a management practice?
- A. A set of organizational resources and capabilities designed to perform work or accomplish an objective
- B. A series of steps that an organization uses to create and deliver products
- C. A set of interconnected activities that an organization performs to create and deliver products
- D. A visual representation of how an organization co-creates value with stakeholders
Correct Answer: A 🗳️
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Which term is used to describe removing something that could have an effect on a service?
- A. A change
- B. An IT asset
- C. An incident
- D. A problem
Correct Answer: A 🗳️
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What does a service journey describe?
- A. The sequence of value chain activities
- B. The internal workflows and processes of a service provider
- C. End-to-end interactions between a service provider and a service consumer
- D. The end-to-end lifecycle of a product
Correct Answer: C 🗳️
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Which statement BEST explains the relationship between an organization's purpose and its operating model?
- A. The operating model defines the organization's financial strategy to achieve its purpose
- B. The operating model replaces the organization's purpose once the value chain is defined
- C. The organization's purpose determines why it exists, while the operating model shows how it fulfils that purpose
- D. The purpose and operating model are unrelated because one focuses on customers and the other on internal processes
Correct Answer: C 🗳️
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What ensures that a service provider and a service consumer continually co-create value?
- A. Service offerings
- B. Change enablement
- C. Service relationship management
- D. Service consumption
Correct Answer: C 🗳️
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