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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Product and Service Management | 17% | - Organizations and People - Information and Technology - Holistic approach and interdependencies - Value Streams and Processes - Partners and Suppliers |
| Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| ITIL Value System | 20% | - Management Practices overview - Guiding Principles (7 principles and application) - Governance - Service Value Chain activities - Continual improvement |
| Digital Product and Service Management Concepts | 18% | - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners |
| ITIL Management Practices | 28% | - Service Management Practices
|
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which element of the operating model refers to third parties contributing to value creation activities?
A) Organizations and people
B) Value chain
C) Value streams and processes
D) Partners and suppliers
2. What distinguishes 'continuous deployment' from continuous delivery?
A) Continuous deployment automatically deploys changes to production
B) Continuous delivery requires manual code integration
C) Continuous delivery eliminates testing activities
D) Continuous deployment prevents frequent releases
3. Which aspect of an Official ITIL Practice Guide describes the roles, competencies, and responsibilities needed for a specific practice?
A) Organizations and people
B) General information
C) Capability assessment and development
D) Partners and suppliers
4. Which of the following is a necessity to a successful service level agreement (SLAs)?
A) In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
B) Base the SLA on system-based metrics that are useful to the service provider
C) The language and terms used in the SLA should be commonly understood by all parties
D) Vague targets, such as those related to user experience, should be avoided
5. Which governance activity is focused on ensuring adherence with policies and strategic direction?
A) Evaluate
B) Direct
C) Discover
D) Monitor
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |
Gemma 
Lauren 
Borg 
Oswald 
Edward 
Martin 
Brian 
Hilary 
Bess 
Griffith 
Muriel 
Steward 
Spencer 
Kyle 
Alexander 
Maud 
