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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Management Practices overview - Service Value Chain activities - Continual improvement - Governance |
| Topic 2: 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 3: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 4: ITIL Management Practices | 28% | - Technical Management Practices
|
| Topic 5: 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 |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
What is the PRIMARY purpose of the 'acquire' activity?
- A. Provide services and manage user onboarding
- B. Resolve incidents and fulfil recovery procedures
- C. Secure and allocate necessary resources efficiently
- D. Create functional prototypes for testing
Correct Answer: C 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
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
Correct Answer: B 🗳️
Which guiding principle emphasizes understanding how all parts of an organization function together as an integrated system?
- A. Keep it simple and practical
- B. Focus on value
- C. Think and work holistically
- D. Progress iteratively with feedback
Correct Answer: C 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
A team is developing a new digital service. Instead of delivering all features at once, they release a small set of features, gather user feedback, and adjust the next release based on what they learn. Which ITIL Guiding Principle is the team applying in this situation?
- A. Keep it simple and practical
- B. Collaborate and promote visibility
- C. Focus on value
- D. Progress iteratively with feedback
Correct Answer: D 🗳️
Explanation: Only visible for ActualCollection members. You can sign-up / login (it's free).
Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.
- A. Known error
- B. Event
- C. Problem
- D. Change
Correct Answer: C 🗳️
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