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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
| Topic 2: ITIL Management Practices | 28% | - Service Management Practices
|
| Topic 3: 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 4: Four Dimensions of Product and Service Management | 17% | - Information and Technology - Holistic approach and interdependencies - Organizations and People - Partners and Suppliers - Value Streams and Processes |
| Topic 5: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Continual improvement - Management Practices overview - Governance - Service Value Chain activities |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which statement regarding a partnership relationship is TRUE?
A) It focuses mainly on operational efficiency and uses standardized contracts
B) It provides commercial off-the-shelf services for a wide range of consumers
C) It focuses on operational and tactical level not on strategic level
D) It involves bespoke services with a focus on innovation and growth
2. Which type of service relationship typically focuses on support and efficiency through standardized services?
A) Basic relationship
B) Partner relationship
C) Collaborative relationship
D) Cooperative relationship
3. Which is an activity of the 'incident management' practice?
A) Assessing and prioritizing improvement opportunities
B) Providing good-quality updates when expected
C) Automating service requests to the greatest degree possible
D) Performing service reviews with customers
4. What is the MAIN purpose of using feedback throughout improvement iterations?
A) To confirm that all stakeholder opinions are in agreement
B) To prevent the need for further adjustments once work has started
C) To ensure that improvement actions remain relevant and effective in changing circumstances
D) To avoid changes in project priorities during implementation
5. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A) Service level management
B) Continual improvement
C) Monitoring and event management
D) Information security management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |
