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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
Digital Product and Service Management Concepts18%- Key definitions: product, service, value, outcome, cost, risk, utility, warranty
- Service relationships: provider, consumer, partners
- Value co-creation and stakeholder collaboration
ITIL Value System20%- Guiding Principles (7 principles and application)
- Continual improvement
- Management Practices overview
- Service Value Chain activities
- Governance
Four Dimensions of Product and Service Management17%- Information and Technology
- Partners and Suppliers
- Holistic approach and interdependencies
- Value Streams and Processes
- Organizations and People
ITIL Management Practices28%- General Management Practices
  • 1. Portfolio management
    • 2. Relationship management
      • 3. Strategy management
        - Technical Management Practices
        • 1. Software development and management
          • 2. Deployment management
            - Service Management Practices
            • 1. Incident management
              • 2. Change enablement
                • 3. Service level management
                  • 4. Problem management
                    Product and Service Lifecycle17%- Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
                    - Iterative and flexible application

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q70-Q75):

                    NEW QUESTION # 70
                    Which two practices interact the MOST with the service desk practice?

                    Answer: D


                    NEW QUESTION # 71
                    Which statement BEST describes service quality?

                    Answer: B

                    Explanation:
                    Service quality is the totality of characteristics of a service that determine its ability to satisfy stated needs, reflecting how well the service meets expectations and requirements from the consumer's perspective.


                    NEW QUESTION # 72
                    Which term is used to describe removing something that could have an effect on a service?

                    Answer: D

                    Explanation:
                    In IT service management, a change refers to any alteration to the IT environment that can affect services, including removing components that could lead to potential issues.


                    NEW QUESTION # 73
                    According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?

                    Answer: B

                    Explanation:
                    The main risk is wasting time and losing valuable existing capabilities and resources, so option D is correct. The guiding principle "start where you are" encourages organizations to assess the current state before deciding what to change. Existing services, workflows, knowledge, technologies, relationships, and capabilities may already provide useful foundations for improvement. Ignoring them can lead to unnecessary effort, repeated mistakes, disruption, and the loss of things that were already working well. ITIL does not suggest preserving everything unchanged, but it does recommend understanding and reusing what is valuable before rebuilding.
                    Starting over without evaluation can also damage morale and continuity. This principle helps organizations improve more intelligently by building on reality instead of assuming that total replacement is always the best answer.


                    NEW QUESTION # 74
                    What is continuous integration?

                    Answer: B

                    Explanation:
                    Continuous integration is the practice of regularly merging code into a central repository, typically supported by automated builds and tests, so option B is correct. Its purpose is to detect integration issues early, improve quality, and support a smoother flow of changes through the build and transition activities. By integrating frequently, teams reduce the risk and complexity that arise when many changes are combined late. Automated testing and validation are essential because they provide fast feedback and confidence that the new code still works as expected.


                    NEW QUESTION # 75
                    ......

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