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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 Service Value System (SVS)	- Continual Improvement - Governance - Guiding Principles - Service Value Chain
Topic 3: ITIL Management Practices	- General Management Practices Overview - Technical Management Practices Overview - Service Management Practices Overview
Topic 4: The Four Dimensions of Service Management	- Information and Technology - Value Streams and Processes - Partners and Suppliers - Organizations and People

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最新的 Peoplecert Certification ITILFNDv5 免費考試真題 (Q98-Q103):

問題 #98
What is a digital service?

A. A combination of technology resources designed for consumers
B. A catalogue of services for consumers
C. A service that fully or largely relies on digital products.
D. The transfer of goods from provider to consumer

答案：C

解題說明：
A digital service is a service that fully or largely relies on digital products, which makes option A correct. ITIL distinguishes between digital products and digital services while showing that they are closely connected. The digital product is the combination of digital resources designed to offer value. The digital service is the means by which value is co-created with consumers using those products. Option B is closer to the definition of a digital product. Option C describes one type of service interaction, not the general definition of a digital service. Option D refers to a catalogue or representation of available services rather than the service itself. The digital service concept reflects ITIL's focus on technology-enabled value creation through outcomes, service relationships, and managed access to capabilities.

問題 #99
How should the ITIL Guiding Principle 'optimize and automate' be applied?

A. By automating processes before optimizing them
B. By optimizing processes before automating them
C. By replacing people with technology across all functions
D. By automating all activities immediately

答案：B

解題說明：
The guiding principle "optimize and automate" should be applied by optimizing processes before automating them, so option B is correct. ITIL warns against automating poor or unnecessary activities because automation can make waste faster and more expensive instead of improving value. Organizations should first understand the workflow, remove unnecessary complexity, simplify where possible, and confirm that the process supports desired outcomes. Only then should they automate appropriate parts of the work. Automation should complement human capabilities, not blindly replace people in every function. Some activities still require judgment, empathy, creativity, and contextual understanding. This principle reflects ITIL's broader emphasis on practicality, value, and continual improvement. Optimization ensures the work is worth doing, and automation then helps deliver it more efficiently, consistently, and at scale.

問題 #100
What is a digital product?

A. Actions performed by a service provider or jointly by a service provider and consumer
B. The access to the service provider's resources and their use according to the agreed terms and conditions
C. A formal description of one or more services designed to address consumer needs
D. A combination of an organization's resources based on digital technology and designed to offer value to consumers

答案：D

解題說明：
A digital product is a combination of an organization's resources based on digital technology and designed to offer value to consumers, so option C is correct. ITIL treats products as structured configurations of resources that can include software, infrastructure, data, interfaces, knowledge, and supporting capabilities. These products form the basis for digital services and help enable outcomes for consumers.

問題 #101
Which dimension is concerned with management of relationships with external organizations?

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

答案：A

解題說明：
The correct answer is partners and suppliers because this ITIL dimension focuses on an organization's relationships with external parties involved in creating, delivering, supporting, or improving products and services. These may include suppliers, strategic partners, outsourced providers, and other contributors in the wider service ecosystem. ITIL emphasizes that no organization operates alone, so managing agreements, dependencies, expectations, and collaboration with third parties is essential. This dimension also considers sourcing strategies, levels of integration, risk, capability availability, and service coordination across networks.

問題 #102
Which dimension of product and service management addresses data and technologies used in digital product and services?

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

答案：D

解題說明：
Information and technology is the dimension that addresses the data and technologies used in digital products and services, so option D is correct. ITIL explains that this dimension includes applications, infrastructure, tools, automation, analytics, AI, monitoring, communication systems, and the management of data, information, and knowledge. It also includes concerns such as data quality, access, governance, security, and technology capability. This dimension is central in digital product and service management because technology not only supports service delivery, but often forms the core of the product itself. Partners and suppliers covers external organizations, organizations and people covers structure and skills, and value streams and processes covers workflows. Therefore, when the focus is specifically on data and technological enablement, the correct ITIL dimension is information and technology.

問題 #103
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