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| Section | Weight | Objectives |
|---|
| Topic 1: ITIL Value System | 20% | - Continual improvement - Guiding Principles (7 principles and application) - Governance - Service Value Chain activities - Management Practices overview
|
| Topic 2: Digital Product and Service Management Concepts | 18% | - Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty
|
| Topic 3: Four Dimensions of Product and Service Management | 17% | - Information and Technology - Value Streams and Processes - Partners and Suppliers - Organizations and People - Holistic approach and interdependencies
|
| Topic 4: ITIL Management Practices | 28% | - General Management Practices
- 1. Portfolio management
- 2. Relationship management
- 3. Strategy management
- Service Management Practices
- 1. Incident management
- 2. Change enablement
- 3. Problem management
- 4. Service level management
- Technical Management Practices
- 1. Software development and management
- 2. Deployment management
|
| 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 (Q87-Q92):
NEW QUESTION # 87
Where are the details of the required performance outcomes of a service defined?
- A. Service requests
- B. Service components
- C. Service level agreements
- D. Service offerings
Answer: C
NEW QUESTION # 88
A company plans an improvement initiative and ensures it is clearly linked to organizational goals and objectives. Which continual improvement step is being performed?
- A. Where are we now?
- B. Take Action
- C. Where do we want to be?
- D. What is the vision?
Answer: D
Explanation:
The step being performed is "What is the vision?" so option A is correct. In the ITIL continual improvement model, this step establishes the desired direction and ensures that improvement work aligns with organizational goals and objectives. It answers the question of why the improvement matters and what strategic or stakeholder value it is meant to support. Without this first step, later activities may become disconnected from business priorities. "Where are we now?" assesses the current state. "Where do we want to be?" defines the target state more specifically. "Take action" is about implementation. Because the company is ensuring a clear link to goals and objectives before moving ahead, it is working at the vision stage. This creates alignment and gives improvement efforts a clear purpose and justification.
NEW QUESTION # 89
Which practice is MOST likely to benefit from the use of chatbots?
- A. Change enablement
- B. Continual improvement
- C. Service level management
- D. Service desk
Answer: D
NEW QUESTION # 90
Why does the ITIL Continual Improvement Model begin by defining the vision?
- A. To ensure improvement efforts are aligned with the organization's objectives
- B. To document current performance metrics before changes are made
- C. To confirm whether previous improvement initiatives were successful
- D. To identify improvement actions and assign responsibilities
Answer: A
Explanation:
The continual improvement model begins by defining the vision to ensure that improvement efforts align with organizational objectives, so option B is correct. Without a clear understanding of the desired direction, teams may improve the wrong things, optimize locally, or invest effort in changes that do not support strategy or stakeholder value. The vision acts as the anchor for later questions such as where the organization is now, where it wants to be, how it will get there, and how progress will be measured. ITIL emphasizes that improvement should not be random or isolated. It should support the wider purpose, priorities, and desired outcomes of the organization.
Current performance metrics and actions matter, but they come after the vision has clarified what success actually means in context.
NEW QUESTION # 91
Which statement BEST explains the relationship between an organization's purpose and its operating model?
- A. The operating model replaces the organization's purpose once the value chain is defined
- B. The operating model defines the organization's financial strategy to achieve its purpose
- C. The organization's purpose determines why it exists, while the operating model shows how it fulfils that purpose
- D. The purpose and operating model are unrelated because one focuses on customers and the other on internal processes
Answer: C
Explanation:
The best explanation is that the organization's purpose determines why it exists, while the operating model shows how it fulfills that purpose, so option B is correct. In ITIL, purpose provides the reason for being, the value intent, and the basis for strategic direction. The operating model then describes how the organization arranges its capabilities, workflows, resources, practices, and interactions to turn that purpose into real value. These two concepts are closely connected. The operating model does not replace purpose, and it is broader than only financial strategy. It also cannot be separated from customer and stakeholder concerns because its whole role is to support value creation. By linking purpose and operating model, ITIL helps organizations align intent, structure, behavior, and execution in a coherent way.
NEW QUESTION # 92
......
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