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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15-19% | - Think and work holistically - Start where you are - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate |
| Topic 2: 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 3: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| Topic 4: ITIL Practices | 34-38% | - Technical management practices - Service management practices - General management practices |
| Topic 5: The Four Dimensions of Service Management | 13-17% | - Organizations and people - Partners and suppliers - Information and technology - Value streams and processes |
| Topic 6: ITIL Service Management Framework | 2-4% | - ITIL guiding principles - ITIL service value system (SVS) - The four dimensions of service management |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which is the main form of service interaction between service consumers and digital services?
A) Delivery of goods
B) Transfer of goods
C) Service actions
D) Access to resources
2. Which of the following describes a management practice?
A) A series of steps that an organization uses to create and deliver products
B) A set of interconnected activities that an organization performs to create and deliver products
C) A visual representation of how an organization co-creates value with stakeholders
D) A set of organizational resources and capabilities designed to perform work or accomplish an objective
3. How do 'utility' and 'warranty' together support value co-creation?
A) Utility ensures the service is fit for use, while warranty ensures it is fit for purpose
B) Utility focuses on cost control, while warranty focuses on risk avoidance
C) Utility ensures the service is fit for purpose, while warranty ensures it is fit for use
D) Utility and warranty apply only to products, not services
4. Which lifecycle activity is focused on creating prototypes and specifications?
A) Transition
B) Design
C) Deliver
D) Support
5. What is the primary purpose of a product in ITIL digital product and service management?
A) To enable value co-creation by facilitating outcomes that customers want to achieve
B) To ensure regulatory compliance across digital services
C) To offer value to consumers through a defined configuration of resources
D) To replace service management practices with product management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
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