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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 28% | - Service Management Practices
|
| Topic 2: ITIL Value System | 20% | - Governance - Continual improvement - Service Value Chain activities - Management Practices overview - Guiding Principles (7 principles and application) |
| Topic 3: Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Value Streams and Processes - Organizations and People - Partners and Suppliers - Information and Technology |
| Topic 4: 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 5: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Question 1
Why are Value streams and processes' important in product and service management?
A. They define organizational hierarchies and reporting lines
B. They specify the tools used for service monitoring
C. They show how activities are coordinated to create and deliver value
D. They describe supplier agreements and help manage contracts
Question 2
Which of the following is NOT an activity of digital product and service lifecycle?
A. Agree
B. Acquire
C. Discover
D. Build
Question 3
How do service providers contribute to the creation of service value for consumers?
A. They replace consumers' responsibilities with their own services
B. They determine the financial outcomes for consumers directly
C. They reduce risks and provide resources through specialization
D. They eliminate the need for consumers to use any resources
Question 4
Which of the following describes a management practice?
A. A visual representation of how an organization co-creates value with stakeholders
B. A set of organizational resources and capabilities designed to perform work or accomplish an objective
C. A series of steps that an organization uses to create and deliver products
D. A set of interconnected activities that an organization performs to create and deliver products
Question 5
Which statement about the 'band of visibility' is CORRECT?
A. It includes only the activities visible to the service provider
B. It applies exclusively to modern, technology-based digital service models
C. It represents all aspects visible between provider and consumer organizations
D. It defines the complete path of the customer's service journey
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: C | Question 4 Answer: B | Question 5 Answer: C |
