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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Practices	34-38%	- Service management practices - Technical management practices - General management practices
Topic 2: ITIL Service Value System	13-17%	- The service value chain - Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles
Topic 3: Introduction to ITIL	2-4%	- Key concepts of service management - Purpose of the ITIL Foundation qualification
Topic 4: The Four Dimensions of Service Management	13-17%	- Partners and suppliers - Information and technology - Value streams and processes - Organizations and people
Topic 5: ITIL Service Management Framework	2-4%	- ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management
Topic 6: ITIL Guiding Principles	15-19%	- Keep it simple and practical - Start where you are - Think and work holistically - Focus on value - Collaborate and promote visibility - Optimize and automate - Progress iteratively with feedback

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

NEW QUESTION # 64
How does 'access to resources' support value co-creation in a service interaction?

A. By replacing service actions with automation
B. By limiting resource use to internal teams
C. By transferring responsibility for resources to consumers
D. By allowing consumers to use provider resources

Answer: D

Explanation:
Access to resources supports value co-creation by allowing consumers to use provider resources under agreed terms, which makes option A correct. In ITIL, not every service interaction requires transfer of ownership or direct provider action every time. Sometimes the value comes from enabling consumers to access applications, data, infrastructure, knowledge bases, or equipment that remain under provider control. The consumer gains the ability to use these resources to achieve outcomes without needing to own and manage all of them directly. This helps optimize costs, risks, and effort. It does not mean transferring responsibility for all resources to the consumer, nor does it imply restricting usage to internal teams. It also does not eliminate service actions entirely, because support and other activities may still be needed. Access to resources is one important form of service relationship.

NEW QUESTION # 65
What is the role of governance within the ITIL Service Value System?

A. To provide detailed technical guidance for service design
B. To define and manage process activities for service delivery
C. To perform day-to-day service operations
D. To ensure organizational activities are directed and controlled

Answer: D

Explanation:
Governance within the ITIL Service Value System ensures that organizational activities are directed and controlled, aligning them with strategic objectives and ensuring accountability, performance, and compliance.

NEW QUESTION # 66
Which of the following is a part of purpose of'deliver' activity?

A. Monitoring support systems
B. Designing product prototypes
C. Obtaining supplier resources
D. Managing user onboarding

Answer: D

Explanation:
Managing user onboarding is part of the purpose of the deliver activity, so option A is correct. ITIL explains that deliver focuses on providing services to users, maintaining service quality, managing onboarding and offboarding, and gathering consumer feedback. This activity is concerned with the actual provision of agreed services and the service relationship at the user level. Monitoring support systems belongs more to operate. Designing prototypes belongs to design. Obtaining supplier resources belongs to acquire. Deliver is especially important because it is where many users directly experience the service. User onboarding is a clear example because it involves enabling users to begin using the service properly, often including access setup, guidance, request fulfillment, and communication. This directly supports service consumption and the achievement of user outcomes.

NEW QUESTION # 67
Which statement BEST describes service quality?

A. The totality of characteristics of a service that determine its ability to satisfy stated needs
B. The assurance that a service will meet agreed requirements and is fit for use
C. The functionality provided by a product or service to meet a particular need
D. A documented agreement between a service provider and a customer

Answer: A

Explanation:
Service quality is the totality of characteristics of a service that determine its ability to satisfy stated needs, reflecting how well the service meets expectations and requirements from the consumer's perspective.

NEW QUESTION # 68
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. Partners and suppliers
B. Organizations and people
C. Value streams and processes
D. Information and technology

Answer: A

NEW QUESTION # 69
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