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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q28-Q33):

NEW QUESTION # 28
Performing routine tasks such as backups, monitoring, and capturing and processing events is part of which of the following activities?

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

Answer: A

Explanation:
The operate activity includes performing routine operational tasks such as backups, monitoring, and capturing and processing events to ensure that services function as expected in the live environment.

NEW QUESTION # 29
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

A. organizations
B. services
C. relationships
D. outcomes

Answer: B

Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.

NEW QUESTION # 30
Which guiding principle emphasizes understanding how all parts of an organization function together as an integrated system?

A. Think and work holistically
B. Progress iteratively with feedback
C. Keep it simple and practical
D. Focus on value

Answer: A

Explanation:
The guiding principle "Think and work holistically" emphasizes understanding how all parts of an organization function together as an integrated system, recognizing that services and value are created through the interaction of interconnected components rather than isolated activities.

NEW QUESTION # 31
Which of the following BEST describes an operating model?

A. A set of rules that ensures consistent decision-making and accountability within the organization
B. A conceptual and visual representation of how an organization co-creates value with its customers
C. A set of organizational resources designed for performing specific work or achieving a particular objective
D. A recommendation that guides an organization's actions and decisions in all circumstances

Answer: B

Explanation:
An operating model is a conceptual and visual representation of how an organization works to co- create value with its customers, showing how its components and activities integrate and interact to deliver products and services.

NEW QUESTION # 32
How does the 'information and technology' dimension support effective product and service management?

A. By enabling the use of data, information, and technology required to deliver services
B. By defining organizational roles and responsibilities needed for product development
C. By managing relationships with external suppliers
D. By defining workflows and activities required for product development

Answer: A

Explanation:
The information and technology dimension supports product and service management by enabling the data, information, and technology needed to create, deliver, support, and improve services. That is why option A is correct. ITIL emphasizes that this dimension includes applications, infrastructure, automation, analytics, AI, monitoring, communication tools, and the governance of information assets. It also includes data quality, usability, access, security, and technology capability. These elements help organizations make informed decisions, support workflows, and enable digital products and services. Roles and responsibilities belong primarily to organizations and people. Workflow structure belongs to value streams and processes. External relationships belong to partners and suppliers. Therefore, the dimension focused on the technological and informational foundation of management and service delivery is information and technology.

NEW QUESTION # 33
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