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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Objectives
Topic 1: Key Concepts of Service Management	- Products and Services - Value and Value Co-Creation - Organizations, Service Providers, Service Consumers
Topic 2: ITIL Management Practices	- General Management Practices Overview - Technical Management Practices Overview - Service Management Practices Overview
Topic 3: ITIL Service Value System (SVS)	- Service Value Chain - Continual Improvement - Guiding Principles - Governance
Topic 4: The Four Dimensions of Service Management	- Partners and Suppliers - Information and Technology - Value Streams and Processes - Organizations and People

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q120-Q125):

NEW QUESTION # 120
Which is an activity of the 'problem management' practice?

A. Prioritization of problems based on the risk that they pose
B. Authorization of changes to resolve the cause of problems
C. Resolution of incidents in a time that meets customer expectations
D. Restoration of normal service operation as quickly as possible

Answer: A

NEW QUESTION # 121
What does observability enable in digital product and service management?

A. Understanding system behaviour through outputs such as logs, metrics, and traces
B. Automatically preventing incidents from occurring
C. Ensuring changes are approved before being deployed
D. Improving service reliability through engineering practices

Answer: A

Explanation:
Observability enables understanding of system behavior through outputs such as logs, metrics, and traces, which makes option A correct. In digital product and service management, observability helps teams detect patterns, diagnose issues, understand dependencies, and gain insight into how complex systems behave in real conditions. It supports faster analysis and better decision-making, especially in distributed or rapidly changing environments. It does not guarantee that incidents will be automatically prevented, and it is not primarily about approval of changes.
Although observability can contribute to improved reliability, that is a result rather than the direct definition. ITIL's emphasis on information and technology includes the use of monitoring and analysis capabilities to support operation and continual improvement. Observability is therefore a way to make system behavior visible and understandable.

NEW QUESTION # 122
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

A. Design and transition
B. Plan
C. Deliver and support
D. Improve

Answer: B

NEW QUESTION # 123
Which of the following statements about value streams is INCORRECT?

A. Value streams are enabled and supported by the organization s value chain
B. Value streams continue to evolve over time
C. Value streams can involve multiple practices
D. Value streams should exclude suppliers

Answer: D

Explanation:
Value streams include all activities and stakeholders required to create and deliver value, which can involve suppliers and partners as part of the overall flow of work. Therefore, excluding suppliers is incorrect.

NEW QUESTION # 124
An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?

A. Percentage of value streams mapped
B. Number of ideas generated for new services
C. Average cost per service request
D. Success rate of releases deployed into the live environment

Answer: D

Explanation:
The best metric for evaluating the transition activity is the success rate of releases deployed into the live environment, so option A is correct. Transition is responsible for introducing new or changed products and services into live use with minimal disruption and adequate readiness. A strong success measure is therefore how often releases enter production successfully and perform as intended.

NEW QUESTION # 125
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