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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q126-Q131):

NEW QUESTION # 126
Which guiding principle emphasizes understanding how all parts of an organization function together as an integrated system?

A. Progress iteratively with feedback
B. Keep it simple and practical
C. Focus on value
D. Think and work holistically

Answer: D

Explanation:
The guiding principle "Think and work holistically" emphasizes understanding how all parts of an organization function together as an integrated system, recognizing that services and value are created through the interaction of interconnected components rather than isolated activities.

NEW QUESTION # 127
How does an enabling value stream contribute to value creation?

A. By supporting the effective operation of core value streams
B. By acting as the primary interface with service consumers
C. By replacing the need for core value streams
D. By defining customer outcomes and service expectations

Answer: A

Explanation:
An enabling value stream contributes to value creation by supporting the operation and performance of core value streams. That is why option A is correct. Core value streams directly create or deliver value for service consumers, while enabling value streams provide the capabilities, resources, coordination, or support needed for those core streams to function effectively. Examples may include procurement, onboarding, internal platform management, or knowledge management processes that do not directly serve the customer at the final interaction point but are essential for smooth service creation and delivery. ITIL takes a holistic view of value creation and recognizes that many important workflows are indirect. These supporting streams do not replace core value streams, but they strengthen them by improving reliability, speed, quality, and consistency across the wider operating model.

NEW QUESTION # 128
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 prioritized
C. After the problem has been resolved
D. After the problem has been analyzed

Answer: A

NEW QUESTION # 129
Which of the following terms BEST describes a change?

A. An underlying cause of one or more incidents
B. The addition, modification or removal of anything that could have an effect on product and service
C. Any component that needs to be managed in order to deliver an IT service
D. An unplanned interruption to a service or reduction in the quality of a service

Answer: B

Explanation:
A change is defined as the addition, modification, or removal of anything that could have an effect on products and services, reflecting its potential impact on how services are delivered or supported.

NEW QUESTION # 130
An organization is planning to improve the existing service and wants to understand its current performance before making any changes. According to the principle 'Start where you are,' what could an organization consider when observing current performance of the service?

A. Select the right message and method to communicate with stakeholders
B. Avoid applying risk management when reusing existing processes
C. Involve people who have little or no prior knowledge of the service
D. Identify who the consumer is and why they use the service

Answer: D

Explanation:
The principle 'Start where you are' emphasizes assessing the current state before making changes. Identifying who the consumer is and why they use the service helps the organization understand existing value, performance, and context, enabling informed decisions based on real conditions rather than assumptions.

NEW QUESTION # 131
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