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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q51-Q56):

NEW QUESTION # 51
How does the 'information and technology' dimension support effective product and service management?

A. By defining workflows and activities required for product development
B. By defining organizational roles and responsibilities needed for product development
C. By managing relationships with external suppliers
D. By enabling the use of data, information, and technology required to deliver services

Answer: D

Explanation:
The information and technology dimension supports product and service management by enabling the data, information, and technology needed to create, deliver, support, and improve services. That is why option A is correct. ITIL emphasizes that this dimension includes applications, infrastructure, automation, analytics, AI, monitoring, communication tools, and the governance of information assets. It also includes data quality, usability, access, security, and technology capability. These elements help organizations make informed decisions, support workflows, and enable digital products and services. Roles and responsibilities belong primarily to organizations and people. Workflow structure belongs to value streams and processes. External relationships belong to partners and suppliers. Therefore, the dimension focused on the technological and informational foundation of management and service delivery is information and technology.

NEW QUESTION # 52
When is the earliest that a workaround can be documented in 'problem management'?

A. After the problem has been logged
B. After the problem has been analyzed
C. After the problem has been resolved
D. After the problem has been prioritized

Answer: A

NEW QUESTION # 53
Which of the following is a key success metric for the 'acquire' activity?

A. Service performance against the agreed SLA targets
B. Negative impact of changes on service availability and performance
C. Quality of the resources and services outsourced from suppliers
D. Number and impact of incidents and performance deviations

Answer: C

Explanation:
A key success metric for the acquire activity is the quality of the resources and services outsourced from suppliers, so option B is correct. Acquire is concerned with sourcing and allocating the inputs needed for value creation, including third-party services, components, technology, and other resources. Success therefore depends not only on speed and efficiency, but also on whether what is acquired is fit for purpose, reliable, and aligned with needs. Incident counts are more relevant to operate or support. SLA performance is more relevant to live service delivery. Negative impact of changes is more relevant to transition and change-related activities.
ITIL views acquisition as a strategic and operational capability that supports the wider lifecycle.
Poor-quality acquired resources create downstream problems, so quality is a strong and appropriate success measure.

NEW QUESTION # 54
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

A. Supplier management
B. Relationship management
C. Release management
D. Service management

Answer: A

NEW QUESTION # 55
Which BEST describes the relationship between digital services and digital products?

A. Digital products are service actions performed by providers
B. Digital services and digital products exist independently
C. Digital products are always based on digital services
D. Digital services are always based on digital products

Answer: D

Explanation:
Digital services are always based on digital products, so option B is correct. In ITIL, a digital product is a combination of an organization's resources based on digital technology and designed to offer value to consumers. A digital service uses those digital products to facilitate outcomes and support value co-creation. This means the product forms the technological and resource foundation for the service. The relationship does not work the other way around, so digital products are not based on digital services. They also do not exist independently in the context of digital service management, because products and services are integrated through the lifecycle and value system. Finally, digital products are not service actions. Service actions are provider activities, while products are configurations of resources. Therefore, digital services depend on digital products.

NEW QUESTION # 56
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