Peoplecert ITILFNDv5題庫更新資訊 & ITILFNDv5考題資訊

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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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                    最新的 Peoplecert Certification ITILFNDv5 免費考試真題 (Q118-Q123):

                    問題 #118
                    Which is the main form of service interaction between service consumers and digital services?

                    答案：A

                    解題說明：
                    The main form of service interaction between service consumers and digital services is access to resources, as consumers typically use digital capabilities, applications, or infrastructure provided by the service provider without transferring ownership.


                    問題 #119
                    A printer is delivered to a customer, while ongoing maintenance and support are provided by the supplier. Which combination of service interactions is shown in this situation?

                    答案：A

                    解題說明：
                    This situation shows transfer of goods and service actions, so option C is correct. The printer being delivered to the customer is an example of transfer of goods because a physical item is provided to the consumer. The ongoing maintenance and support are service actions because they involve activities carried out by the supplier to help the customer use the printer successfully and maintain service performance. Access to resources would apply if the customer were mainly using provider-owned resources under agreed terms, such as software access or shared infrastructure. A service journey is broader and refers to the end-to-end experience across interactions. ITIL identifies these interaction patterns to help organizations understand how value is co-created in different service relationships. In this case, both a physical transfer and ongoing provider activity are clearly present.


                    問題 #120
                    What is an incident in IT services?

                    答案：D

                    解題說明：
                    An incident is defined in ITIL as an unplanned interruption to a service or a reduction in the quality of a service. That is why option B is correct. The key idea is that an incident affects normal service performance and requires timely attention to restore expected service levels.


                    問題 #121
                    Why does ITIL consider outcomes, costs, and risks together when explaining value cocreation?

                    答案：B

                    解題說明：
                    ITIL considers outcomes, costs, and risks together because value is created when desired outcomes are achieved while associated costs and risks are optimized, so option A is correct. A service does not create value simply because it exists or because it provides functionality.
                    Consumers evaluate value based on whether the service helps them achieve meaningful results and whether the effort, expense, constraints, and uncertainty involved are acceptable. If a service enables outcomes but introduces excessive risk or cost, value may be low. Likewise, minimizing risk without enabling outcomes does not create much value. This balanced view is central to ITIL's definition of service value. It explains why service relationships must consider utility, warranty, experience, sustainability, and the wider context of service consumption rather than focusing on one factor alone.


                    問題 #122
                    Which is an activity of the 'incident management' practice?

                    答案：A


                    問題 #123
                    ......

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