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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Value System	20%	- Service Value Chain activities - Guiding Principles (7 principles and application) - Management Practices overview - Governance - Continual improvement
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 - Organizations and People - Holistic approach and interdependencies - Partners and Suppliers
Topic 4: Product and Service Lifecycle	17%	- Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
Topic 5: ITIL Management Practices	28%	- General Management Practices 1. Relationship management 2. Strategy management 3. Portfolio management - Technical Management Practices 1. Software development and management 2. Deployment management - Service Management Practices 1. Incident management 2. Problem management 3. Service level management 4. Change enablement

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q60-Q65):

NEW QUESTION # 60
According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?

A. Overcomplicating solutions by ignoring practical, simple approaches
B. Wasting time and losing valuable existing capabilities and resources
C. Failing to gather feedback needed to guide gradual improvement
D. Losing opportunities for collaboration and shared understanding across teams

Answer: B

Explanation:
The main risk is wasting time and losing valuable existing capabilities and resources, so option D is correct. The guiding principle "start where you are" encourages organizations to assess the current state before deciding what to change. Existing services, workflows, knowledge, technologies, relationships, and capabilities may already provide useful foundations for improvement. Ignoring them can lead to unnecessary effort, repeated mistakes, disruption, and the loss of things that were already working well. ITIL does not suggest preserving everything unchanged, but it does recommend understanding and reusing what is valuable before rebuilding.
Starting over without evaluation can also damage morale and continuity. This principle helps organizations improve more intelligently by building on reality instead of assuming that total replacement is always the best answer.

NEW QUESTION # 61
Which of the following activities BEST represents transfer of goods in a service offering?

A. A team attends a virtual training session
B. A customer receives advice from a helpdesk agent
C. A service provider supplies new laptops to the customer
D. A cloud user accesses shared online storage

Answer: C

Explanation:
Transfer of goods involves the provision of ownership of physical items from the service provider to the consumer. Supplying new laptops represents the transfer of tangible goods as part of the service offering.

NEW QUESTION # 62
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. Vague targets, such as those related to user experience, should be avoided
B. Base the SLA on system-based metrics that are useful to the service provider
C. The language and terms used in the SLA should be commonly understood by all parties
D. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next

Answer: C

Explanation:
Clear communication is essential to ensure that all stakeholders understand the agreement and its implications.

NEW QUESTION # 63
Why is it important to seek feedback before, during, and after each iteration?

A. To ensure the project plan remains fixed and unchanged throughout development
B. To ensure that each iteration is aligned with changing circumstances
C. To document all activities in detail before starting the next iteration
D. To allow the team to follow the original design without interruption

Answer: B

Explanation:
Seeking feedback before, during, and after each iteration ensures that the work remains aligned with evolving needs, priorities, and environmental changes, enabling timely adjustments and continuous improvement.

NEW QUESTION # 64
What is a value stream?

A. A tangible or intangible deliverable of an activity
B. A set of organizational resources and capabilities to achieve an objective
C. A series of steps an organization undertakes to enable value for consumers through management of products and services
D. A configuration of an organization's resources designed to offer value for a consumer

Answer: C

Explanation:
A value stream is a series of steps an organization undertakes to create and deliver products and services, enabling value for consumers through coordinated activities and the use of management practices.

NEW QUESTION # 65
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