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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q64-Q69):

NEW QUESTION # 64
Which BEST explains why an organization might choose to engage external suppliers?

A. To minimize reliance on third-party providers
B. To maintain greater control and visibility over service delivery
C. To remove the need for oversight, governance, and internal management
D. To obtain capabilities that are difficult to develop internally

Answer: D

Explanation:
An organization may engage external suppliers to obtain specialized capabilities, expertise, or resources that are difficult, costly, or time-consuming to develop internally, thereby enhancing its ability to deliver value.

NEW QUESTION # 65
What is a value stream?

A. A series of steps an organization undertakes to enable value for consumers through management of products and services
B. A tangible or intangible deliverable of an activity
C. A configuration of an organization's resources designed to offer value for a consumer
D. A set of organizational resources and capabilities to achieve an objective

Answer: A

Explanation:
A value stream is a series of steps an organization undertakes to create and deliver products and services, enabling value for consumers through coordinated activities and the use of management practices.

NEW QUESTION # 66
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 automating all activities immediately
D. By replacing people with technology across all functions

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 # 67
Which statement regarding a partnership relationship is TRUE?

A. It provides commercial off-the-shelf services for a wide range of consumers
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 focuses mainly on operational efficiency and uses standardized contracts

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 # 68
What distinguishes 'continuous deployment' from continuous delivery?

A. Continuous deployment automatically deploys changes to production
B. Continuous deployment prevents frequent releases
C. Continuous delivery eliminates testing activities
D. Continuous delivery requires manual code integration

Answer: A

Explanation:
Continuous deployment is distinct from continuous delivery because it automatically moves validated changes into the live production environment. That is why option C is correct. In continuous delivery, changes are integrated, tested, and made ready for release, but a deliberate business or operational decision may still be required before deployment to production. In continuous deployment, that final manual release decision is removed, and successful changes flow directly into use. This requires strong automation, testing discipline, monitoring, and confidence in the deployment pipeline.

NEW QUESTION # 69
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