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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Digital Product and Service Management Concepts	18%	- Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners
Product and Service Lifecycle	17%	- Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application
ITIL Value System	20%	- Governance - Continual improvement - Guiding Principles (7 principles and application) - Management Practices overview - Service Value Chain activities
Four Dimensions of Product and Service Management	17%	- Partners and Suppliers - Organizations and People - Information and Technology - Value Streams and Processes - Holistic approach and interdependencies
ITIL Management Practices	28%	- General Management Practices 1. Strategy management 2. Portfolio management 3. Relationship management - Service Management Practices 1. Incident management 2. Change enablement 3. Service level management 4. Problem management - Technical Management Practices 1. Deployment management 2. Software development and management

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q77-Q82):

NEW QUESTION # 77
A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the continual improvement model does this activity represent?

A. Take action
B. What is the vision?
C. Where do we want to be?
D. Where are we now?

Answer: D

Explanation:
Gathering customer feedback and measuring current service response times is assessing the current state of performance, which corresponds to determining where the organization is now in the continual improvement model.

NEW QUESTION # 78
Which is the main form of service interaction between service consumers and digital services?

A. Delivery of goods
B. Service actions
C. Transfer of goods
D. Access to resources

Answer: D

Explanation:
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.

NEW QUESTION # 79
Which activity has the primary responsibility for maintaining and monitoring digital products and supporting systems?

A. Operate
B. Transition
C. Deliver
D. Support

Answer: A

Explanation:
The operate activity has the primary responsibility for maintaining and monitoring digital products and supporting systems, so option C is correct. In ITIL, operate focuses on keeping live products and supporting environments functioning effectively. This includes monitoring system behavior, managing events, maintaining performance, ensuring reliability, and responding to deviations that affect product operation. Deliver is about providing services to users, including onboarding and service-level fulfillment. Support helps minimize the impact of incidents, issues, and disasters on users and services. Transition introduces new or changed products and services into the live environment. Operate is therefore the activity most closely associated with ongoing product health and technical stability. It provides the operational foundation that allows services to be delivered consistently and value to continue flowing.

NEW QUESTION # 80
Which dimension of digital product and service management ensures whoever is working in an organization has sufficient skills to support anticipated needs?

A. Information and technology
B. Organizations and people
C. Value streams and processes
D. Partners and suppliers

Answer: B

Explanation:
The organizations and people dimension ensures that individuals within the organization have the appropriate skills, competencies, roles, and structure to meet current and anticipated needs in delivering products and services.

NEW QUESTION # 81
Which statement BEST explains the relationship between an organization's purpose and its operating model?

A. The purpose and operating model are unrelated because one focuses on customers and the other on internal processes
B. The organization's purpose determines why it exists, while the operating model shows how it fulfils that purpose
C. The operating model defines the organization's financial strategy to achieve its purpose
D. The operating model replaces the organization's purpose once the value chain is defined

Answer: B

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 # 82
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