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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Service Management Framework	2-4%	- ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management
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%	- Focus on value - Think and work holistically - Progress iteratively with feedback - Keep it simple and practical - Optimize and automate - Start where you are - Collaborate and promote visibility
Introduction to ITIL	2-4%	- Key concepts of service management - Purpose of the ITIL Foundation qualification
ITIL Practices	34-38%	- Service management practices - General management practices - Technical management practices
The Four Dimensions of Service Management	13-17%	- Partners and suppliers - Information and technology - Value streams and processes - Organizations and people

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q100-Q105):

NEW QUESTION # 100
A telecom provider designs an enterprise package that combines internet, VoIP, network security and technical support. Which concept does this illustrate?

A. Access to resources
B. Service offering
C. Transfer of goods
D. Service action

Answer: B

NEW QUESTION # 101
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

A. Partners and suppliers
B. Organizations and people
C. Value streams and processes
D. Information and technology

Answer: A

Explanation:
This dimension focuses on the relationships with external organizations that contribute to service delivery and design.

NEW QUESTION # 102
Which of the following is NOT a success metric of 'discover' activity?

A. Stakeholder satisfaction with products and service offerings
B. Service performance against the agreed SLA targets
C. Strategic fit of the organization's products and service offerings
D. Market relevance of the products and service offerings

Answer: B

Explanation:
Service performance against agreed SLA targets is not a success metric of the discover activity, so option C is correct. Discover is concerned with understanding stakeholder needs, market context, strategic direction, opportunities, and the relevance of product and service offerings.
Suitable success measures therefore include strategic fit, market relevance, and stakeholder satisfaction with offerings. SLA performance, however, is typically associated with live service delivery and service quality management, especially within deliver, operate, and service level management. It measures how well an existing service performs against agreed targets, not how effectively the organization is exploring needs and opportunities. ITIL separates these concerns so that organizations can evaluate discovery work based on alignment and insight rather than operational results that happen later in the lifecycle.

NEW QUESTION # 103
Which two practices interact the MOST with the service desk practice?

A. Deployment management and change enablement
B. Service request management and deployment management
C. Incident management and service request management
D. Change enablement and incident management

Answer: C

NEW QUESTION # 104
How do service providers contribute to the creation of service value for consumers?

A. They eliminate the need for consumers to use any resources
B. They reduce risks and provide resources through specialization
C. They replace consumers' responsibilities with their own services
D. They determine the financial outcomes for consumers directly

Answer: B

Explanation:
Service providers contribute to service value by reducing risks and providing specialized resources and capabilities that consumers may not possess, enabling consumers to achieve desired outcomes more effectively.

NEW QUESTION # 105
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