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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Management Framework | 2-4% | - ITIL guiding principles - The four dimensions of service management - ITIL service value system (SVS) |
| ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles |
| ITIL Guiding Principles | 15-19% | - Optimize and automate - Start where you are - Keep it simple and practical - Collaborate and promote visibility - Focus on value - Progress iteratively with feedback - Think and work holistically |
| ITIL Practices | 34-38% | - General management practices - Service management practices - Technical management practices |
| The Four Dimensions of Service Management | 13-17% | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
| Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which term is used to describe removing something that could have an effect on a service?
A) A change
B) An IT asset
C) An incident
D) A problem
2. Which is the main form of service interaction between service consumers and digital services?
A) Delivery of goods
B) Access to resources
C) Transfer of goods
D) Service actions
3. How do service providers contribute to the creation of service value for consumers?
A) They determine the financial outcomes for consumers directly
B) They replace consumers' responsibilities with their own services
C) They reduce risks and provide resources through specialization
D) They eliminate the need for consumers to use any resources
4. A design team is creating a new workflow and tries to account for every possible exception. What is the consequence of designing the workflow in this way?
A) Achieving stronger overall risk control
B) Delivering outcomes more quickly and consistently
C) Ensuring employees always follow processes without question
D) Creating unnecessary complexity
5. Which BEST describes the relationship between digital services and digital products?
A) Digital products are service actions performed by providers
B) Digital services and digital products exist independently
C) Digital products are always based on digital services
D) Digital services are always based on digital products
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
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