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| Certification Vendor: | PeopleCert |
|---|---|
| Exam Name: | ITIL Foundation (Version 5) Certification Exam |
| Exam Number: | ITIL-5-Foundation |
| Exam Price: | From US$690.00 |
| Available Languages: | Spanish, French, English, Portuguese (Brazil), Italian, Polish, German, Japanese, Chinese |
| Passing Score: | 65% (26/40 questions) |
| Real Exam Qty: | 40 |
| Exam Format: | Single correct answer, Multiple choice, Closed book |
| Exam Duration: | 60 minutes |
| Certificate Validity Period: | 3 years |
| Related Certifications: | ITIL Experience (Version 5) ITIL Strategy (Version 5) ITIL Transformation (Version 5) ITIL Service (Version 5) ITIL Foundation Bridge (Version 5) ITIL Product (Version 5) |
| Recommended Training: | ITIL Official eLearning |
| Exam Registration: | PeopleCert Official Registration |
| Sample Questions: | ITIL ITIL-5-Foundation Sample Questions |
| Exam Way: | Online remote proctored or authorized test center |
| Pre Condition: | No prerequisites required; entry-level certification |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-5-foundation-version-50-4154 |
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NEW QUESTION # 14
Which of the following statements about value streams is INCORRECT?
Answer: C
Explanation:
Option B is the incorrect statement. ITIL does not say value streams should exclude suppliers. In fact, value streams can extend across organizational boundaries and often include interactions with partners and suppliers, especially where third parties contribute to discovery, design, build, transition, operation, delivery, or support. The book presents service networks and cross-organizational workflows as normal features of modern product and service management. ITIL also explains that value streams are context-specific combinations of management activities within the organization's value chain, and that these value streams should be identified, mapped, analysed, and continually improved. This ongoing improvement implies that value streams evolve over time, so option C is true. Since management practices enable and support value chain activities, and these activities are combined into value streams, option D is also true because multiple practices can contribute to a single value stream. Option A is acceptable in the exam sense because value streams are formed from the organization's value chain activities and supported by practices. Therefore, the only incorrect statement is B, because excluding suppliers would contradict ITIL's holistic and cross- organizational view of value creation.
NEW QUESTION # 15
Which of the following dimension of product and service management addresses organizational and cross- organizational workflows?
Answer: C
Explanation:
The dimension that addresses organizational and cross-organizational workflows is value streams and processes, so option D is correct. ITIL uses this dimension to focus on how work is organized, coordinated, and performed to enable value creation. It includes flows of activities, information, and artifacts within the organization and across organizational boundaries. This dimension is especially important because value is often created through complex interactions among multiple teams, suppliers, and systems. By understanding processes and mapping value streams, organizations can identify delays, bottlenecks, and waste while improving coordination and outcomes. Partners and suppliers focuses on external relationships, organizations and people focuses on structure and skills, and information and technology focuses on enabling systems and data. The workflow dimension is therefore value streams and processes.
NEW QUESTION # 16
A design team is creating a new workflow and tries to account for every possible exception. What is the consequence of designing the workflow in this way?
Answer: C
Explanation:
Trying to design a workflow for every possible exception usually creates unnecessary complexity, so option B is correct. ITIL explains that organizations operate in contexts of varying complexity and should avoid over- engineering workflows in an attempt to control every scenario in advance. Highly detailed procedures may appear thorough, but they can become hard to understand, slow to use, difficult to maintain, and ineffective when real conditions change. Instead, ITIL recommends designing processes as practical high-level courses of action, supported by situational judgment and continual adaptation. Excessive detail can reduce agility and make work less efficient without improving value. Strong risk control comes from appropriate governance, visibility, learning, and resilience, not from trying to predict every possible exception. Therefore, over- designing workflows tends to add waste rather than improve performance.
NEW QUESTION # 17
Which statement regarding a partnership relationship is TRUE?
Answer: D
Explanation:
ITIL Version 5 describes partnership as a relationship in which two organizations work closely together to achieve common goals and objectives. In its comparison of service relationship types, the most collaborative end of the spectrum is associated with bespoke or custom services, stronger mutual dependency, higher trust, and a shared focus on innovation, growth, and long-term objectives. The document contrasts this with more basic or transactional relationships, which tend to use standard contracts and standardized services aimed at broad markets. This makes option D the correct answer. Option A reflects a more basic or commercially standardized relationship rather than a partnership. Option B is incorrect because partnerships often extend into strategic alignment, not just operational or tactical coordination. Option C describes mass-market, off-the- shelf service provision, which ITIL associates with more standardized service relationships, not partnerships.
Because ITIL links partnerships with closer collaboration, shared goals, and often more bespoke arrangements, D is the exact answer that best fits the official description.
NEW QUESTION # 18
Which of the following activities BEST represents transfer of goods in a service offering?
Answer: A
Explanation:
ITIL Version 5 describes three forms of service relationships during delivery: access to resources, transfer of goods, and service actions. Transfer of goods refers to situations in which goods are provided to users as part of the service. In the deliver activity section, examples include non-returnable equipment and supplies, manuals, and access keys. Among the options, supplying new laptops to the customer best represents transfer of goods, so B is the correct answer. Option A is clearly access to resources because the user is accessing shared online storage. Options C and D are service actions because they involve support, training, or advice provided by the service provider. ITIL also notes that in some cases something may appear to be transfer of goods but is actually access to resources if ownership remains with the provider. However, in exam-style interpretation, "supplies new laptops to the customer" is the best available match to transfer of goods.
Therefore, using the ITIL framework's service interaction categories, B is the strongest and verified answer.
NEW QUESTION # 19
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