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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Value System	20%	- Service Value Chain activities - Governance - Management Practices overview - Guiding Principles (7 principles and application) - Continual improvement
ITIL Management Practices	28%	- Technical Management Practices 1. Deployment management 2. Software development and management - General Management Practices 1. Relationship management 2. Portfolio management 3. Strategy management - Service Management Practices 1. Incident management 2. Problem management 3. Service level management 4. Change enablement
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
Four Dimensions of Product and Service Management	17%	- Holistic approach and interdependencies - Value Streams and Processes - Organizations and People - Partners and Suppliers - Information and Technology
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 (Q138-Q143):

NEW QUESTION # 138
Which of the following statements about 'outcomes' is TRUE?

A. Outcomes provide assurance to stakeholders regarding the performance of a service
B. The level of expenses regarding a technology for a service is defined by an outcome
C. An outcome depends on at least one output to deliver a result
D. The delivery of products to a stakeholder is enabled by outcomes

Answer: C

Explanation:
Outcomes are the end results that depend on specific outputs to achieve desired effects or benefits.

NEW QUESTION # 139
Which dimension of product and service management is concerned with relationships with other organizations that are involved in discovery, design and continual improvement of product?

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

Answer: D

Explanation:
The partners and suppliers dimension is the correct answer because it covers the relationships an organization has with other organizations involved in product and service management. These external organizations may contribute during discovery, design, build, transition, support, or continual improvement. ITIL emphasizes that modern organizations often rely on ecosystems rather than acting alone. This means they must manage contracts, shared responsibilities, dependencies, specialist expertise, performance expectations, and integration across the wider service network. Value streams and processes addresses workflows, not external relationships.
Information and technology focuses on data and enabling technologies. Organizations and people focuses on structure, competencies, leadership, and culture. Since the question specifically asks about relationships with other organizations involved in the lifecycle, the relevant dimension is clearly partners and suppliers.

NEW QUESTION # 140
How do ITIL practice guides benefit organizations managing digital products and services?

A. By supporting organizations in developing product and service management capabilities
B. By separating product management guidance from service management guidance
C. By defining a fixed maturity level that organizations must achieve
D. By prescribing mandatory tools and technologies for service management

Answer: A

Explanation:
ITIL practice guides benefit organizations by supporting the development of product and service management capabilities, so option C is correct. The guides provide practical, structured guidance for specific management areas and help organizations understand how to perform work effectively in context. They do not prescribe one mandatory technology stack or force all organizations into a single maturity target. ITIL also does not separate product and service management as isolated disciplines; instead, it integrates them through the lifecycle model and the value system. The practice guides help teams understand workflows, roles, measures, interfaces with other practices, and considerations across the Four Dimensions. This makes them useful for building real organizational capability, not just passing exams. Their value lies in practical adaptation and capability improvement across a wide range of management areas.

NEW QUESTION # 141
Which BEST explains why an organization might choose to engage external suppliers?

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

Answer: B

NEW QUESTION # 142
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 set of organizational resources and capabilities to achieve an objective
C. A configuration of an organization's resources designed to offer value for a consumer
D. A tangible or intangible deliverable of an activity

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 # 143
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