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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Governance - Service Value Chain activities - Continual improvement - Management Practices overview - Guiding Principles (7 principles and application) |
| Topic 2: Four Dimensions of Product and Service Management | 17% | - Information and Technology - Holistic approach and interdependencies - Organizations and People - Partners and Suppliers - Value Streams and Processes |
| Topic 3: Digital Product and Service Management Concepts | 18% | - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration |
| Topic 4: ITIL Management Practices | 28% | - Technical Management Practices
|
| Topic 5: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
自分の幸せは自分で作るものだと思われます。ただ、社会に入るIT卒業生たちは自分能力の不足で、ITILFNDv5試験向けの仕事を探すのを悩んでいますか？それでは、弊社のPeoplecertのITILFNDv5練習問題を選んで実用能力を速く高め、自分を充実させます。その結果、自信になる自己は面接のときに、面接官のいろいろな質問を気軽に回答できて、順調にITILFNDv5向けの会社に入ります。
質問 # 102
Which of the following is typically used to establish a shared understanding of expected and achieved service quality?
正解：B
解説：
A service level agreement is typically used to establish a shared understanding of expected and achieved service quality, so option B is correct. ITIL explains that service quality is often translated into service level metrics and documented through agreements between provider and customer. An SLA identifies the services covered, the agreed service levels, and how those levels will be measured and reviewed. This creates clarity around utility, warranty, sustainability, and experience expectations. A product specification describes product requirements, while service level requirements are usually inputs used to shape a future agreement rather than the formal shared understanding itself. Roadmaps show future direction and planning. Therefore, the SLA is the most appropriate mechanism for defining, communicating, and monitoring the agreed quality of a service relationship.
質問 # 103
Which option is CORRECT in the context of a digital product and a digital service?
正解：A
解説：
A digital service enables value through the use of digital products, so option A is correct. ITIL explains that digital services largely or fully rely on digital products, which are combinations of an organization's resources based on digital technology and designed to offer value. The service is what facilitates outcomes for consumers, while the product provides the underlying capabilities, technology, interfaces, data, and resources that make that possible. A digital product does not replace the need for services because service management is still required to support delivery, operation, support, and improvement. A digital service is not limited to internal IT systems, since it can serve internal or external consumers. It is also not independent of a digital product, because the product typically underpins the service relationship and service experience.
質問 # 104
Which term describes 'what an organization does for its consumers and other stakeholders and why?
正解：D
解説：
An organization's purpose describes what it does for its consumers and other stakeholders and why it exists, so option D is correct. In ITIL, purpose provides the fundamental reason for the organization's existence and connects its activities to value creation. It explains the broader intent behind products, services, and relationships. A value stream is a series of steps used to create and deliver value in a specific context. A value chain is the set of high-level lifecycle activities that enables value through products and services. An operating model shows how the organization arranges its capabilities, workflows, and resources to fulfill its purpose. Purpose is therefore the most foundational concept among these. It defines the "why," while the other concepts describe how value is organized, managed, and delivered in practice.
質問 # 105
Why are Value streams and processes' important in product and service management?
正解：C
解説：
Value streams and processes are important because they show how activities are coordinated to create and deliver value, so option B is correct. In ITIL, the value streams and processes dimension focuses on how work flows through the organization and across organizational boundaries. It helps explain the sequence of activities, dependencies, handoffs, and interactions that transform demand into useful outcomes for stakeholders. This is essential because value creation is rarely achieved by one team or one isolated activity. Tools, reporting lines, and contracts may support management, but they are not the main concern of this dimension. ITIL stresses that actual work as performed should be understood, mapped, analyzed, and improved.
Value streams make the flow of value visible, while processes provide structured guidance for recurring activities that support that flow.
質問 # 106
Which governance activity is focused on ensuring adherence with policies and strategic direction?
正解：A
解説：
Monitor is the governance activity focused on ensuring adherence with policies, expectations, and strategic direction, which makes option C correct. In ITIL governance, evaluate is used to assess stakeholder needs, environmental conditions, and performance information. Direct is used to establish direction, priorities, and policies. Monitor checks whether actual performance, behavior, and results align with what has been directed and required. It is therefore the activity most closely associated with oversight, compliance, assurance, and accountability. Discover is not one of the governance activities in the ITIL Value System. Monitoring is essential because strategy and policies only create value when the organization confirms they are being followed and that the intended outcomes are being achieved. This keeps governance connected to performance, risk, and continual improvement.
質問 # 107
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