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| Section | Objectives |
|---|
| Topic 1: ITIL Management Practices | - General Management Practices Overview - Technical Management Practices Overview - Service Management Practices Overview
|
| Topic 2: Key Concepts of Service Management | - Value and Value Co-Creation - Organizations, Service Providers, Service Consumers - Products and Services
|
| Topic 3: The Four Dimensions of Service Management | - Partners and Suppliers - Information and Technology - Value Streams and Processes - Organizations and People
|
| Topic 4: ITIL Service Value System (SVS) | - Guiding Principles - Governance - Continual Improvement - Service Value Chain
|
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2026 Peoplecert High Pass-Rate ITILFNDv5: New ITIL Foundation (Version 5) Study Guide
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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q108-Q113):
NEW QUESTION # 108
What is an incident in IT services?
- A. A cause of one or more interruptions
- B. A flaw or vulnerability in a service
- C. Any change of state significant for management
- D. An unplanned interruption to a service or reduction in service quality
Answer: D
Explanation:
An incident is defined in ITIL as an unplanned interruption to a service or a reduction in the quality of a service. That is why option B is correct. The key idea is that an incident affects normal service performance and requires timely attention to restore expected service levels.
NEW QUESTION # 109
What is the primary role of a digital service?
- A. To enable value co-creation by facilitating customer outcomes
- B. To ensure compliance with policies and external regulations
- C. To replace product management practices with service management
- D. To define processes and workflows for value creation
Answer: A
Explanation:
A digital service primarily exists to enable value co-creation by facilitating the outcomes that customers want to achieve. That is why option B is correct. In ITIL, a service helps consumers achieve desired outcomes without them needing to manage all the specific costs and risks themselves. A digital service does this through digital products, technology resources, service actions, and access mechanisms that support users and customers. Processes and workflows may help deliver the service, but they are not the service's primary purpose. Likewise, compliance may be important, but it is a supporting requirement rather than the core role. ITIL consistently defines service management around value, outcomes, and stakeholder needs.
Therefore, the central purpose of a digital service is to help consumers achieve meaningful results through managed, technology-enabled service relationships.
NEW QUESTION # 110
What is service quality most concerned with?
- A. The speed of service development
- B. How well a service meets agreed requirements and expectations
- C. The social responsibility of a service provider
- D. How quickly incidents are resolved
Answer: B
Explanation:
Service quality is most concerned with how well a service meets agreed requirements and expectations, so option A is correct. ITIL defines service quality as the sum of the characteristics of a service that are relevant to its ability to satisfy stated and implied needs. This means quality is broader than speed of incident resolution alone. It includes utility, warranty, sustainability, and user experience, depending on the context of the service relationship. Social responsibility may be part of sustainability, but it does not on its own define overall service quality. Likewise, rapid development does not guarantee quality. ITIL encourages organizations to translate expectations into service level metrics and manage the service accordingly. Therefore, service quality is fundamentally about meeting what has been agreed and what stakeholders genuinely need.
NEW QUESTION # 111
What is the PRIMARY purpose of the 'acquire' activity?
- A. Resolve incidents and fulfil recovery procedures
- B. Provide services and manage user onboarding
- C. Secure and allocate necessary resources efficiently
- D. Create functional prototypes for testing
Answer: C
Explanation:
The primary purpose of the acquire activity is to secure and allocate the necessary resources efficiently, so option B is correct. In ITIL, value creation depends on having the right people, technologies, suppliers, components, information, and services available when needed. The acquire activity supports this by sourcing, obtaining, and allocating resources in line with strategy, architecture, and operational demand. It may involve procurement, supplier coordination, access arrangements, or other forms of resource acquisition. Incident recovery belongs more to support.
User onboarding belongs to deliver. Creating prototypes belongs to design. Acquire is important because value streams cannot perform effectively if critical resources are missing, delayed, poor in quality, or misaligned with requirements. It helps ensure that the organization has the inputs needed to build, operate, and improve products and services.
NEW QUESTION # 112
Which activity has the purpose of developing, integrating, and testing digital products to transform designs into functional solutions?
- A. Build
- B. Support
- C. Operate
- D. Discover
Answer: A
Explanation:
The build activity is responsible for developing, integrating, and testing digital products, transforming designs and requirements into functional solutions that are ready for deployment and use.
NEW QUESTION # 113
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