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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: ITIL Management Practices28%- General Management Practices
  • 1. Portfolio management
    • 2. Relationship management
      • 3. Strategy management
        - Technical Management Practices
        • 1. Deployment management
          • 2. Software development and management
            - Service Management Practices
            • 1. Change enablement
              • 2. Service level management
                • 3. Problem management
                  • 4. Incident management
                    Topic 2: Product and Service Lifecycle17%- Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
                    - Iterative and flexible application
                    Topic 3: Digital Product and Service Management Concepts18%- Value co-creation and stakeholder collaboration
                    - Key definitions: product, service, value, outcome, cost, risk, utility, warranty
                    - Service relationships: provider, consumer, partners
                    Topic 4: ITIL Value System20%- Management Practices overview
                    - Continual improvement
                    - Service Value Chain activities
                    - Governance
                    - Guiding Principles (7 principles and application)
                    Topic 5: Four Dimensions of Product and Service Management17%- Value Streams and Processes
                    - Partners and Suppliers
                    - Information and Technology
                    - Holistic approach and interdependencies
                    - Organizations and People

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q127-Q132):

                    NEW QUESTION # 127
                    Which chapter of a practice guide provides recommendations for the successful automation of the practice?

                    Answer: D

                    Explanation:
                    The Information and technology chapter of a practice guide provides recommendations for the successful automation of the practice, as it addresses the tools, systems, and technological considerations that enable and support automation.


                    NEW QUESTION # 128
                    Why is it important to seek feedback before, during, and after each iteration?

                    Answer: D

                    Explanation:
                    Seeking feedback before, during, and after each iteration ensures that the work remains aligned with evolving needs, priorities, and environmental changes, enabling timely adjustments and continuous improvement.


                    NEW QUESTION # 129
                    Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?

                    Answer: A

                    Explanation:
                    The organizations and people dimension is directly influenced by leadership commitment to psychological safety and continual learning, so option D is correct. ITIL explains that culture, leadership, skills, communication, structure, and behavior all sit within this dimension. A psychologically safe environment allows people to speak up about risks, learn from mistakes, ask for help, and contribute ideas without fear. Continual learning strengthens competence, adaptability, and improvement. These factors shape how teams work together and how effectively they can support value creation. While all dimensions can be affected indirectly by leadership, this one is most directly concerned with the human and cultural side of management. Partners and suppliers focuses on external relationships, information and technology on technical enablement, and value streams and processes on workflow design and coordination.


                    NEW QUESTION # 130
                    Which type of service relationship typically focuses on support and efficiency through standardized services?

                    Answer: D

                    Explanation:
                    A basic relationship is the correct answer because in ITIL 5 it usually involves a more standardized form of interaction between provider and consumer. The focus is on delivering agreed services efficiently, reliably, and with clear expectations, rather than on deep joint planning or shared governance. In a basic relationship, the service provider typically defines much of the service structure, and the consumer uses the service according to agreed terms.
                    This model works well when services are repeatable, predictable, and designed for scale. By contrast, cooperative and collaborative relationships involve greater interaction, shared decision- making, and more active coordination between the organizations. Therefore, when the goal is support and efficiency through standardized services, the relationship type that best matches that ITIL description is the basic relationship.


                    NEW QUESTION # 131
                    Which service value chain activity relates with buying new products?

                    Answer: B

                    Explanation:
                    This activity focuses on acquiring or creating the products and services needed to deliver value to customers.


                    NEW QUESTION # 132
                    ......

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