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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Service Management Framework	2-4%	- The four dimensions of service management - ITIL guiding principles - ITIL service value system (SVS)
Topic 2: Introduction to ITIL	2-4%	- Key concepts of service management - Purpose of the ITIL Foundation qualification
Topic 3: ITIL Service Value System	13-17%	- Interaction between the service value chain and the guiding principles - The service value chain - Inputs, outputs, and activities of the service value chain
Topic 4: ITIL Practices	34-38%	- Technical management practices - General management practices - Service management practices
Topic 5: The Four Dimensions of Service Management	13-17%	- Information and technology - Organizations and people - Value streams and processes - Partners and suppliers
Topic 6: ITIL Guiding Principles	15-19%	- Progress iteratively with feedback - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Think and work holistically - Optimize and automate - Start where you are

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q85-Q90):

NEW QUESTION # 85
A service provider commits to using recyclable components, reducing carbon emissions, and maintaining transparent supply chains. Which concept does this commitment represent?

A. User experience
B. Utility
C. Sustainability
D. Warranty

Answer: C

Explanation:
This commitment represents sustainability, so option D is correct. ITIL includes sustainability as one of the important categories of service level and service quality consideration. It refers to the assurance that a product or service meets requirements related to environmental stewardship, social progress, and economic growth. Examples include responsible sourcing, low carbon footprint, use of recycled or recyclable materials, clean energy, ethical employment practices, and transparent supply chains. Utility is about what the service does. Warranty is about how well it performs. User experience is about how the user perceives interactions with the service and provider. Since the scenario specifically mentions recyclable components, emissions reduction, and supply chain transparency, it clearly reflects sustainability as defined in ITIL 5.

NEW QUESTION # 86
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

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

Answer: C

NEW QUESTION # 87
Which statement regarding a partnership relationship is TRUE?

A. It focuses mainly on operational efficiency and uses standardized contracts
B. It focuses on operational and tactical level not on strategic level
C. It involves bespoke services with a focus on innovation and growth
D. It provides commercial off-the-shelf services for a wide range of consumers

Answer: C

Explanation:
A partnership relationship involves close collaboration between organizations, often delivering bespoke services with a strong focus on innovation, shared goals, and long-term growth rather than standardized, transactional arrangements.

NEW QUESTION # 88
How should the ITIL Guiding Principle 'optimize and automate' be applied?

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

Answer: A

Explanation:
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.

NEW QUESTION # 89
When is the earliest that a workaround can be documented in 'problem management'?

A. After the problem has been resolved
B. After the problem has been analyzed
C. After the problem has been logged
D. After the problem has been prioritized

Answer: C

NEW QUESTION # 90
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