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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Product and Service Lifecycle	17%	- Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application
Topic 2: ITIL Value System	20%	- Governance - Continual improvement - Service Value Chain activities - Management Practices overview - Guiding Principles (7 principles and application)
Topic 3: ITIL Management Practices	28%	- General Management Practices 1. Portfolio management 2. Relationship management 3. Strategy management - Service Management Practices 1. Problem management 2. Incident management 3. Service level management 4. Change enablement - Technical Management Practices 1. Software development and management 2. Deployment management
Topic 4: Four Dimensions of Product and Service Management	17%	- Holistic approach and interdependencies - Organizations and People - Information and Technology - Value Streams and Processes - Partners and Suppliers
Topic 5: Digital Product and Service Management Concepts	18%	- Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q123-Q128):

NEW QUESTION # 123
Which of the following BEST describes a release?

A. A cause, or potential cause, of one or more incidents
B. The addition, modification, or removal of anything that could affect services
C. An unplanned interruption to a service or reduction in the quality of a service
D. A version of a product, service, or other configuration item made available for use

Answer: D

Explanation:
A release is a version of a product, service, or other configuration item that is made available for use, representing a controlled deployment of new or changed components into the live environment.

NEW QUESTION # 124
Why do ITIL practice guides follow a standardized structure across all practices?

A. To enforce uniform tooling and technology choices
B. To ensure all practices are implemented in the same sequence
C. To limit the flexibility of practice adoption
D. To make it easier for organizations to understand and apply different 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 # 125
What does ITIL emphasize as a key difference between Value stream mapping' and Value stream management?

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

Answer: C

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 # 126
Which role takes responsibility for the outcomes of service consumption?

A. Organization
B. Sponsor
C. Customer
D. Service provider

Answer: C

Explanation:
The customer takes responsibility for the outcomes of service consumption, so option C is correct. In ITIL, the customer is the person or organization that defines requirements and is accountable for the outcomes enabled by the service. This is different from the sponsor, who authorizes budget, and different from users, who interact with the service directly. The service provider is responsible for delivering and supporting the service, but it cannot fully control the consumer's outcomes because those outcomes also depend on how the service is used within the consumer's environment. This distinction is important in service relationships because value is co-created, not simply delivered one-way. By placing accountability for outcomes with the customer, ITIL reflects the shared nature of value creation and the need for active participation on both sides.

NEW QUESTION # 127
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 considering each guiding principle to understand its relevance before applying it
C. By using the 'keep it simple and practical' principle and one or two others that are relevant to the specific decision
D. By selecting one guiding principle to follow as the main basis for every decision

Answer: B

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 # 128
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