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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: ITIL Practices34-38%- Service management practices
- Technical management practices
- General management practices
Topic 2: ITIL Service Management Framework2-4%- ITIL guiding principles
- ITIL service value system (SVS)
- The four dimensions of service management
Topic 3: ITIL Service Value System13-17%- Interaction between the service value chain and the guiding principles
- Inputs, outputs, and activities of the service value chain
- The service value chain
Topic 4: The Four Dimensions of Service Management13-17%- Value streams and processes
- Organizations and people
- Partners and suppliers
- Information and technology
Topic 5: Introduction to ITIL2-4%- Key concepts of service management
- Purpose of the ITIL Foundation qualification
Topic 6: ITIL Guiding Principles15-19%- Keep it simple and practical
- Optimize and automate
- Progress iteratively with feedback
- Start where you are
- Collaborate and promote visibility
- Think and work holistically
- Focus on value

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最新的Peoplecert ITILFNDv5認證考試題庫

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最新的 Peoplecert Certification ITILFNDv5 免費考試真題 (Q105-Q110):

問題 #105
Which of the following is typically used to establish a shared understanding of expected and achieved service quality?

答案:B

解題說明:
A service level agreement is typically used to establish a shared understanding of expected and achieved service quality, so option B is correct. ITIL explains that service quality is often translated into service level metrics and documented through agreements between provider and customer. An SLA identifies the services covered, the agreed service levels, and how those levels will be measured and reviewed. This creates clarity around utility, warranty, sustainability, and experience expectations. A product specification describes product requirements, while service level requirements are usually inputs used to shape a future agreement rather than the formal shared understanding itself. Roadmaps show future direction and planning. Therefore, the SLA is the most appropriate mechanism for defining, communicating, and monitoring the agreed quality of a service relationship.


問題 #106
Which value chain activity is assessed by evaluating the quality of the resources and services sourced from a third party?

答案:A

解題說明:
The acquire activity focuses on obtaining products, services, and resources from third parties, and its effectiveness is assessed by evaluating the quality of the resources and services sourced from suppliers.


問題 #107
Which statement about the 'band of visibility' is CORRECT?

答案:D

解題說明:
The band of visibility represents the aspects of service interaction that are visible between the provider and consumer organizations, so option C is correct. In ITIL, it helps distinguish visible interactions from internal activities that occur behind the scenes within either organization. This makes it useful for understanding service relationships, responsibilities, interfaces, and experience. It is not limited to the provider's view alone, nor is it restricted only to modern digital services. It also does not equal the full service journey, because the journey covers the broader end-to-end experience of the consumer across many interactions and stages. The band of visibility is specifically about what can be seen and experienced across organizational boundaries. This clarity helps in designing services, managing expectations, and improving collaboration.


問題 #108
A team is developing a new digital service. Instead of delivering all features at once, they release a small set of features, gather user feedback, and adjust the next release based on what they learn. Which ITIL Guiding Principle is the team applying in this situation?

答案:A

解題說明:
The team is applying the guiding principle "progress iteratively with feedback," so option C is correct. ITIL recommends moving in manageable steps rather than attempting to deliver everything in one large release. By releasing a small set of features first, the team reduces risk, gets faster learning, and avoids investing heavily in assumptions that may prove incorrect.
Gathering user feedback allows them to refine priorities and make the next release more valuable and relevant. This principle is especially useful in complex or uncertain environments where needs may evolve and outcomes cannot be perfectly predicted in advance. While focus on value and collaboration are also important here, the clearest principle illustrated is iterative progress supported by feedback. It helps improve adaptability, responsiveness, and overall service quality.


問題 #109
Which of the following describes a sponsor within a consumer organization?

答案:D

解題說明:
A sponsor within a consumer organization is the role that authorizes the budget for service consumption, ensuring that funding is approved to obtain and use the service.


問題 #110
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