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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q56-Q61):

NEW QUESTION # 56
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. Understand why patients use the appointment service
B. Analyze how the system will help patients achieve their goals
C. Identify who the service consumers and key stakeholders are
D. Evaluate the risks and financial consequences for the consumers

Answer: C

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 # 57
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

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

Answer: B

Explanation:
This dimension focuses on the relationships with external organizations that contribute to service delivery and design.

NEW QUESTION # 58
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 prioritized
C. After the problem has been logged
D. After the problem has been analyzed

Answer: C

NEW QUESTION # 59
What is continuous integration?

A. Regularly merging code into a central repository with automated builds and tests
B. Automatically releasing every code change into production
C. The ability to track and evaluate service value
D. A method of ensuring ultra-scalable systems through operations engineering

Answer: A

Explanation:
Continuous integration is the practice of regularly merging code into a central repository, typically supported by automated builds and tests, so option B is correct. Its purpose is to detect integration issues early, improve quality, and support a smoother flow of changes through the build and transition activities. By integrating frequently, teams reduce the risk and complexity that arise when many changes are combined late. Automated testing and validation are essential because they provide fast feedback and confidence that the new code still works as expected.

NEW QUESTION # 60
What is a product prototype?

A. The process of releasing new or updated products to users
B. A request that triggers an agreed service action
C. A finalized product specification approved for development
D. An initial version of a product demonstrating its basic form and functionality

Answer: D

Explanation:
A product prototype is an initial version of a product that demonstrates its basic form and functionality, allowing stakeholders to explore, validate, and refine ideas before full development and release.

NEW QUESTION # 61
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