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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Four Dimensions of Product and Service Management17%- Partners and Suppliers
- Information and Technology
- Organizations and People
- Value Streams and Processes
- Holistic approach and interdependencies
Topic 2: Product and Service Lifecycle17%- Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
- Iterative and flexible application
Topic 3: Digital Product and Service Management Concepts18%- Service relationships: provider, consumer, partners
- Value co-creation and stakeholder collaboration
- Key definitions: product, service, value, outcome, cost, risk, utility, warranty
Topic 4: ITIL Management Practices28%- General Management Practices
  • 1. Portfolio management
    • 2. Strategy management
      • 3. Relationship management
        - 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
                    Topic 5: ITIL Value System20%- Guiding Principles (7 principles and application)
                    - Continual improvement
                    - Management Practices overview
                    - Governance
                    - Service Value Chain activities

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q74-Q79):

                    NEW QUESTION # 74
                    Why do ITIL practice guides follow a standardized structure across all practices?

                    Answer: D

                    Explanation:
                    ITIL practice guides use a standardized structure to make the guidance easier to understand, compare, and apply across different organizational contexts. That is why option A is correct. A consistent structure helps learners and practitioners quickly locate key areas such as purpose, key concepts, workflows, measures, roles, competencies, information and technology, and capability development. This improves usability without forcing identical implementation. ITIL does not require organizations to implement every practice in the same sequence, nor does it prescribe one mandatory set of tools. In fact, ITIL strongly supports adaptation to context. The standard format provides clarity and coherence while still allowing flexibility. This is especially helpful in product and service management, where many practices interact and need to be understood as part of a broader management system.


                    NEW QUESTION # 75
                    Which of the following is TRUE about value co-creation?

                    Answer: A

                    Explanation:
                    Value co-creation means that value is created jointly through interactions between service providers and service consumers, so option D is correct. ITIL moved away from the idea that value is simply produced by the provider and handed over to the consumer. Instead, value emerges through the combination of provider offerings, consumer participation, context, usage, and the wider service relationship. A service may offer strong utility and warranty, but the actual value realized depends on how the consumer uses it and what outcomes are achieved. This is why ITIL emphasizes service relationships, shared responsibilities, and stakeholder perspectives.
                    Value is not created independently of those relationships, and it is not defined solely by the provider. Co-creation reflects the dynamic and interactive nature of modern digital product and service management.


                    NEW QUESTION # 76
                    Which type of service relationship typically focuses on support and efficiency through standardized services?

                    Answer: D


                    NEW QUESTION # 77
                    Which service value chain activity relates with buying new products?

                    Answer: C

                    Explanation:
                    This activity focuses on acquiring or creating the products and services needed to deliver value to customers.


                    NEW QUESTION # 78
                    Which set correctly lists the components of the ITIL Value System (VS)?

                    Answer: C

                    Explanation:
                    The correct components of the ITIL Value System are guiding principles, governance, value chain, management practices, and continual improvement, so option D is correct. The ITIL Value System provides the overall model for how an organization ensures its products and services create value in a coherent, aligned, and adaptable way. The guiding principles provide universal recommendations for decision-making. Governance ensures direction, evaluation, and monitoring. The value chain defines the high-level activities used across the lifecycle.
                    Management practices provide the capabilities needed to perform work. Continual improvement ensures that the whole system evolves and remains effective over time.


                    NEW QUESTION # 79
                    ......

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