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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL guiding principles - ITIL service value system (SVS) |
| Topic 2: The Four Dimensions of Service Management | 13-17% | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Topic 3: ITIL Service Value System | 13-17% | - Interaction between the service value chain and the guiding principles - Inputs, outputs, and activities of the service value chain - The service value chain |
| Topic 4: ITIL Practices | 34-38% | - Technical management practices - Service management practices - General management practices |
| Topic 5: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| Topic 6: ITIL Guiding Principles | 15-19% | - Progress iteratively with feedback - Optimize and automate - Think and work holistically - Focus on value - Keep it simple and practical - Collaborate and promote visibility - Start where you are |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which option is CORRECT in the context of a digital product and a digital service?
A) A digital service enables value through the use of digital products
B) A digital product replaces the need for services
C) A digital service is limited to internal IT systems
D) A digital service is independent of a digital product
2. Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?
A) Value streams and processes
B) Information and technology
C) Partners and suppliers
D) Organizations and people
3. Which activity focuses on securing and allocating necessary resources efficiently?
A) Build
B) Deliver
C) Discover
D) Acquire
4. Which is an activity of the 'problem management' practice?
A) Restoration of normal service operation as quickly as possible
B) Resolution of incidents in a time that meets customer expectations
C) Authorization of changes to resolve the cause of problems
D) Prioritization of problems based on the risk that they pose
5. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
A) Relationship management
B) Supplier management
C) Service management
D) Release management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |
