ITILFNDv5資料 - ITILFNDv5考試證照

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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Objectives
ITIL Service Value System (SVS)	- Continual Improvement - Governance - Guiding Principles - Service Value Chain
Key Concepts of Service Management	- Organizations, Service Providers, Service Consumers - Value and Value Co-Creation - Products and Services
ITIL Management Practices	- Service Management Practices Overview - Technical Management Practices Overview - General Management Practices Overview
The Four Dimensions of Service Management	- Information and Technology - Partners and Suppliers - Organizations and People - Value Streams and Processes

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ITILFNDv5考試證照 - ITILFNDv5證照信息

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最新的 Peoplecert Certification ITILFNDv5 免費考試真題 (Q89-Q94):

問題 #89
Which BEST explains why an organization might choose to engage external suppliers?

A. To maintain greater control and visibility over service delivery
B. To remove the need for oversight, governance, and internal management
C. To minimize reliance on third-party providers
D. To obtain capabilities that are difficult to develop internally

答案：D

問題 #90
Which value chain activity is assessed by evaluating the quality of the resources and services sourced from a third party?

A. Acquire
B. Build
C. Design
D. Discover

答案：A

解題說明：
The acquire activity focuses on obtaining products, services, and resources from third parties, and its effectiveness is assessed by evaluating the quality of the resources and services sourced from suppliers.

問題 #91
Which of the following is NOT one of the steps in value stream mapping?

A. Value stream identification
B. Mapping of the 'as-is' value stream
C. Mapping a 'to-be' value stream
D. Value stream management

答案：D

解題說明：
Value stream management is not one of the actual steps in value stream mapping, so option D is correct. In ITIL, value stream mapping typically includes identifying the value stream, mapping the current or "as-is" flow, analyzing bottlenecks and waste, and often designing an improved or "to- be" flow. These activities help an organization understand how work, information, and artifacts move across teams to create value. Value stream management is broader than mapping. It includes the ongoing governance, monitoring, optimization, and improvement of value streams over time. In other words, mapping is an important technique within the wider discipline of managing value streams. ITIL treats mapping as a way to visualize and analyze workflows, while management ensures performance, adaptation, and continual improvement of those workflows.

問題 #92
Which of the following is NOT a success metric of 'discover' activity?

A. Market relevance of the products and service offerings
B. Strategic fit of the organization's products and service offerings
C. Service performance against the agreed SLA targets
D. Stakeholder satisfaction with products and service offerings

答案：C

解題說明：
Service performance against agreed SLA targets is not a success metric of the discover activity, so option C is correct. Discover is concerned with understanding stakeholder needs, market context, strategic direction, opportunities, and the relevance of product and service offerings.
Suitable success measures therefore include strategic fit, market relevance, and stakeholder satisfaction with offerings. SLA performance, however, is typically associated with live service delivery and service quality management, especially within deliver, operate, and service level management. It measures how well an existing service performs against agreed targets, not how effectively the organization is exploring needs and opportunities. ITIL separates these concerns so that organizations can evaluate discovery work based on alignment and insight rather than operational results that happen later in the lifecycle.

問題 #93
Why are Value streams and processes' important in product and service management?

A. They specify the tools used for service monitoring
B. They describe supplier agreements and help manage contracts
C. They show how activities are coordinated to create and deliver value
D. They define organizational hierarchies and reporting lines

答案：C

解題說明：
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.

問題 #94
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