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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Four Dimensions of Product and Service Management	17%	- Information and Technology - Holistic approach and interdependencies - Organizations and People - Partners and Suppliers - Value Streams and Processes
Topic 2: Digital Product and Service Management Concepts	18%	- Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty
Topic 3: ITIL Management Practices	28%	- Service Management Practices 1. Change enablement 2. Service level management 3. Problem management 4. Incident management - Technical Management Practices 1. Deployment management 2. Software development and management - General Management Practices 1. Strategy management 2. Portfolio management 3. Relationship management
Topic 4: ITIL Value System	20%	- Service Value Chain activities - Management Practices overview - Continual improvement - Governance - Guiding Principles (7 principles and application)
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 (Q136-Q141):

NEW QUESTION # 136
What does ITIL emphasize as a key difference between Value stream mapping' and Value stream management?

A. Mapping applies to services, while management applies to products
B. Mapping focuses on cost control, while management focuses on risk avoidance
C. Mapping is used only for reporting, while management is used only for auditing
D. Mapping identifies how value flows, while management ensures the value stream performs effectively over time

Answer: D

Explanation:
ITIL emphasizes that value stream mapping identifies and visualizes how value flows, while value stream management ensures that the value stream performs effectively over time. That is why option A is correct. Mapping is a diagnostic and analytical activity. It helps organizations understand the current flow of work, information, handoffs, delays, bottlenecks, and opportunities for improvement. Management is broader and continuous. It involves monitoring performance, setting measures, coordinating improvements, adapting to changes, and maintaining the health of the value stream over time. Mapping is therefore one important tool within the larger discipline of management.

NEW QUESTION # 137
How should the seven guiding principles be combined when an organization is making a decision?

A. By using all the guiding principles equally when making any decision
B. By selecting one guiding principle to follow as the main basis for every decision
C. By using the 'keep it simple and practical' principle and one or two others that are relevant to the specific decision
D. By considering each guiding principle to understand its relevance before applying it

Answer: D

Explanation:
The guiding principles should each be considered to determine their relevance to the specific context and decision, as they are universal recommendations that may apply differently depending on the situation.

NEW QUESTION # 138
What is the MAIN purpose of value stream mapping in an organization?

A. To control external stakeholders directly
B. To automate service monitoring
C. To enhance and support management practices
D. To identify and prioritize improvement opportunities

Answer: D

Explanation:
The main purpose of value stream mapping is to identify and prioritize improvement opportunities, which makes option B correct. ITIL presents value stream mapping as a practical way to understand how work actually flows across teams, systems, and organizational boundaries. By visualizing the "as-is" situation, organizations can spot bottlenecks, delays, handoff issues, waste, duplicated effort, and points where value is lost or slowed. This analysis helps them decide where improvements will have the greatest effect. Mapping may also support better collaboration and management practice use, but those are secondary outcomes. It is not mainly about automating monitoring or controlling stakeholders. The real value lies in making the flow of work visible so that improvement efforts can be based on evidence rather than assumptions or isolated local viewpoints.

NEW QUESTION # 139
Which dimension is concerned with management of relationships with external organizations?

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

Answer: A

Explanation:
The correct answer is partners and suppliers because this ITIL dimension focuses on an organization's relationships with external parties involved in creating, delivering, supporting, or improving products and services. These may include suppliers, strategic partners, outsourced providers, and other contributors in the wider service ecosystem. ITIL emphasizes that no organization operates alone, so managing agreements, dependencies, expectations, and collaboration with third parties is essential. This dimension also considers sourcing strategies, levels of integration, risk, capability availability, and service coordination across networks.

NEW QUESTION # 140
What is the MAIN purpose of the 'discover' activity?

A. To align product capabilities with consumer needs and strategy
B. To secure and allocate resources efficiently
C. To develop and test digital productsTo develop and test digital products
D. To maintain and monitor digital products

Answer: A

Explanation:
The main purpose of the discover activity is to align product capabilities with consumer needs and organizational strategy, so option C is correct. Discover is concerned with understanding the market, stakeholders, opportunities, constraints, and strategic direction before design and build work begins. It helps the organization identify what should be created or improved and why that matters. This includes gathering insights, understanding service consumers, exploring demand, and confirming relevance. Developing and testing products belongs more to build and related activities. Securing resources belongs to acquire. Maintaining and monitoring products belongs to operate. Discover is valuable because it reduces the risk of building the wrong thing and helps ensure that product and service decisions are grounded in value, context, and strategic fit rather than assumptions alone.

NEW QUESTION # 141
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