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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Service Management Framework	2-4%	- ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management
Topic 2: Introduction to ITIL	2-4%	- Purpose of the ITIL Foundation qualification - Key concepts of service management
Topic 3: ITIL Service Value System	13-17%	- Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles - The service value chain
Topic 4: ITIL Practices	34-38%	- Technical management practices - Service management practices - General management practices
Topic 5: ITIL Guiding Principles	15-19%	- Keep it simple and practical - Progress iteratively with feedback - Focus on value - Optimize and automate - Collaborate and promote visibility - Think and work holistically - Start where you are
Topic 6: The Four Dimensions of Service Management	13-17%	- Partners and suppliers - Value streams and processes - Organizations and people - Information and technology

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q101-Q106):

NEW QUESTION # 101
Which is an activity of the 'incident management' practice?

A. Assessing and prioritizing improvement opportunities
B. Automating service requests to the greatest degree possible
C. Performing service reviews with customers
D. Providing good-quality updates when expected

Answer: D

NEW QUESTION # 102
Which is an activity of the 'problem management' practice?

A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations

Answer: B

NEW QUESTION # 103
Which BEST explains why an organization might choose to engage external suppliers?

A. To obtain capabilities that are difficult to develop internally
B. To minimize reliance on third-party providers
C. To remove the need for oversight, governance, and internal management
D. To maintain greater control and visibility over service delivery

Answer: A

NEW QUESTION # 104
How should the ITIL Guiding Principle 'collaborate and promote visibility' be applied?

A. By capturing feedback after each iteration
B. By reusing existing processes wherever possible
C. By involving stakeholders and sharing information with them
D. By limiting communication to management only

Answer: C

Explanation:
The guiding principle "collaborate and promote visibility" should be applied by involving stakeholders and sharing information with them, so option A is correct. ITIL stresses that good decisions and effective work depend on people understanding what is happening, why it matters, and how they can contribute. Collaboration helps bring together different perspectives, knowledge, and responsibilities. Visibility ensures that work, progress, risks, and priorities are transparent enough for informed participation and trust. Limiting communication to management weakens collaboration. Reusing existing processes relates more to "start where you are." Capturing feedback after each iteration relates more closely to "progress iteratively with feedback." This principle helps organizations reduce silos, improve coordination, and create a more shared understanding of how value is being created across the service relationship.

NEW QUESTION # 105
Which service value chain activity relates with buying new products?

A. Plan
B. Improve
C. Engage
D. Obtain/build

Answer: D

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

NEW QUESTION # 106
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