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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Practices | 34-38% | - Service management practices - Technical management practices - General management practices |
| Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| ITIL Service Value System | 13-17% | - The service value chain - Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles |
| The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| ITIL Guiding Principles | 15-19% | - Keep it simple and practical - Optimize and automate - Think and work holistically - Start where you are - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback |
| ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL service value system (SVS) - ITIL guiding principles |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Which role authorizes budget for a service in a service relationship?
- A. Sponsor
- B. Customer
- C. User
- D. Product vendor
Correct Answer: A 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
Which of the following activities BEST represents transfer of goods in a service offering?
- A. A service provider supplies new laptops to the customer
- B. A team attends a virtual training session
- C. A cloud user accesses shared online storage
- D. A customer receives advice from a helpdesk agent
Correct Answer: A 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
How does an enabling value stream contribute to value creation?
- A. By replacing the need for core value streams
- B. By acting as the primary interface with service consumers
- C. By supporting the effective operation of core value streams
- D. By defining customer outcomes and service expectations
Correct Answer: C 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
Which dimension is concerned with management of relationships with external organizations?
- A. Information and technology
- B. Organizations and people
- C. Value streams and processes
- D. Partners and suppliers
Correct Answer: D 🗳️
Explanation: Only visible for Test4Engine members. You can sign-up / login (it's free).
Which will help solve incidents more quickly?
- A. Escalating all incidents to support teams
- B. Collaboration between teams
- C. Target resolution times
- D. Detailed procedural steps for incident investigation
Correct Answer: B 🗳️
