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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Value System	20%	- Service Value Chain activities - Guiding Principles (7 principles and application) - Governance - Continual improvement - Management Practices overview
Product and Service Lifecycle	17%	- Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
ITIL Management Practices	28%	- General Management Practices 1. Relationship management 2. Portfolio management 3. Strategy management - Service Management Practices 1. Problem management 2. Service level management 3. Incident management 4. Change enablement - Technical Management Practices 1. Software development and management 2. Deployment management
Four Dimensions of Product and Service Management	17%	- Information and Technology - Value Streams and Processes - Organizations and People - Partners and Suppliers - Holistic approach and interdependencies
Digital Product and Service Management Concepts	18%	- Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q142-Q147):

NEW QUESTION # 142
Why does ITIL consider outcomes, costs, and risks together when explaining value cocreation?

A. Because costs are more important than outcomes
B. Because outcomes eliminate the need to manage costs and risks
C. Because risks are more important than outcomes
D. Because value is created when desired outcomes are achieved while costs and risks are optimized

Answer: D

Explanation:
ITIL considers outcomes, costs, and risks together because value is created when desired outcomes are achieved while associated costs and risks are optimized, so option A is correct. A service does not create value simply because it exists or because it provides functionality.
Consumers evaluate value based on whether the service helps them achieve meaningful results and whether the effort, expense, constraints, and uncertainty involved are acceptable. If a service enables outcomes but introduces excessive risk or cost, value may be low. Likewise, minimizing risk without enabling outcomes does not create much value. This balanced view is central to ITIL's definition of service value. It explains why service relationships must consider utility, warranty, experience, sustainability, and the wider context of service consumption rather than focusing on one factor alone.

NEW QUESTION # 143
A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?

A. Analyze how the system will help patients achieve their goals
B. Understand why patients use the appointment service
C. Evaluate the risks and financial consequences for the consumers
D. Identify who the service consumers and key stakeholders are

Answer: D

Explanation:
The principle 'Focus on value' begins with identifying who the service consumers and key stakeholders are, as understanding who is involved is essential before determining what value means and how it can be created for them.

NEW QUESTION # 144
What is the MAIN purpose of the 'discover' activity?

A. To develop and test digital productsTo develop and test digital products
B. To align product capabilities with consumer needs and strategy
C. To maintain and monitor digital products
D. To secure and allocate resources efficiently

Answer: B

Explanation:
The main purpose of the discover activity is to align product capabilities with consumer needs and organizational strategy, so option C is correct. Discover is concerned with understanding the market, stakeholders, opportunities, constraints, and strategic direction before design and build work begins. It helps the organization identify what should be created or improved and why that matters. This includes gathering insights, understanding service consumers, exploring demand, and confirming relevance. Developing and testing products belongs more to build and related activities. Securing resources belongs to acquire. Maintaining and monitoring products belongs to operate. Discover is valuable because it reduces the risk of building the wrong thing and helps ensure that product and service decisions are grounded in value, context, and strategic fit rather than assumptions alone.

NEW QUESTION # 145
Which of the following describes a sponsor within a consumer organization?

A. A person or group that has its own functions and authorities
B. A person or group that authorizes a change
C. The role that authorizes the budget for service consumption
D. The role that defines the requirements for a service

Answer: C

Explanation:
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.

NEW QUESTION # 146
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A. Continual improvement
B. Information security management
C. Monitoring and event management
D. Service level management

Answer: B

NEW QUESTION # 147
......

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