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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Product and Service Lifecycle	17%	- Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
Topic 2: Four Dimensions of Product and Service Management	17%	- Information and Technology - Organizations and People - Holistic approach and interdependencies - Partners and Suppliers - Value Streams and Processes
Topic 3: ITIL Management Practices	28%	- Technical Management Practices 1. Software development and management 2. Deployment management - Service Management Practices 1. Service level management 2. Problem management 3. Change enablement 4. Incident management - General Management Practices 1. Strategy management 2. Relationship management 3. Portfolio management
Topic 4: ITIL Value System	20%	- Service Value Chain activities - Continual improvement - Management Practices overview - Governance - Guiding Principles (7 principles and application)
Topic 5: Digital Product and Service Management Concepts	18%	- Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q103-Q108):

NEW QUESTION # 103
Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?

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

Answer: D

Explanation:
The organizations and people dimension is directly influenced by leadership commitment to psychological safety and continual learning, so option D is correct. ITIL explains that culture, leadership, skills, communication, structure, and behavior all sit within this dimension. A psychologically safe environment allows people to speak up about risks, learn from mistakes, ask for help, and contribute ideas without fear. Continual learning strengthens competence, adaptability, and improvement. These factors shape how teams work together and how effectively they can support value creation. While all dimensions can be affected indirectly by leadership, this one is most directly concerned with the human and cultural side of management. Partners and suppliers focuses on external relationships, information and technology on technical enablement, and value streams and processes on workflow design and coordination.

NEW QUESTION # 104
Why does ITIL consider outcomes, costs, and risks together when explaining value cocreation?

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

Answer: B

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 # 105
Which activity focuses on securing and allocating necessary resources efficiently?

A. Deliver
B. Build
C. Acquire
D. Discover

Answer: C

Explanation:
The acquire activity focuses on securing and allocating the necessary resources, including products and services from suppliers, ensuring they are obtained efficiently to support value creation.

NEW QUESTION # 106
Which of the following describes a sponsor within a consumer organization?

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

Answer: A

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 # 107
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. The language and terms used in the SLA should be commonly understood by all parties
B. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
C. Base the SLA on system-based metrics that are useful to the service provider
D. Vague targets, such as those related to user experience, should be avoided

Answer: A

Explanation:
Clear communication is essential to ensure that all stakeholders understand the agreement and its implications.

NEW QUESTION # 108
......

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