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| Certification Vendor: | PeopleCert |
|---|---|
| Exam Name: | ITIL Foundation (Version 5) Certification Exam |
| Exam Number: | ITIL-5-Foundation |
| Available Languages: | Japanese, Polish, English, German, Portuguese (Brazil), Spanish, Chinese, French, Italian |
| Real Exam Qty: | 40 |
| Exam Duration: | 60 minutes |
| Exam Price: | From US$690.00 |
| Certificate Validity Period: | 3 years |
| Passing Score: | 65% (26/40 questions) |
| Exam Format: | Multiple choice, Single correct answer, Closed book |
| Related Certifications: | ITIL Experience (Version 5) ITIL Foundation Bridge (Version 5) ITIL Strategy (Version 5) ITIL Service (Version 5) ITIL Product (Version 5) ITIL Transformation (Version 5) |
| Recommended Training: | ITIL Official eLearning |
| Exam Registration: | PeopleCert Official Registration |
| Sample Questions: | ITIL ITIL-5-Foundation Sample Questions |
| Exam Way: | Online remote proctored or authorized test center |
| Pre Condition: | No prerequisites required; entry-level certification |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-5-foundation-version-50-4154 |
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NEW QUESTION # 10
What is an incident in IT services?
Answer: A
Explanation:
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. Option A describes an event, which is any change of state that has significance for service management. Option C describes a problem, which is the cause or potential cause of one or more incidents. Option D refers more closely to a known error, defect, or vulnerability. ITIL separates these terms carefully because each one supports a different management activity.
Incident management is focused on restoring service quickly, while problem management seeks deeper root causes and longer-term prevention.
NEW QUESTION # 11
How do service providers contribute to the creation of service value for consumers?
Answer: A
Explanation:
ITIL explains service value by connecting outcomes, costs, and risks. In that explanation, service providers help consumers achieve outcomes and, in doing so, take on some of the associated costs and risks. The book also states that service providers are usually specialized in certain types of services, and this specialization gives them access to the resources, knowledge, skills, and experience needed to deliver quality and assurance.
That is why option A is the correct answer. Option B goes too far because consumers still need resources of their own to consume services. Option C is misleading because the consumer still has responsibilities in a service relationship; the provider does not replace the consumer entirely. Option D is incorrect because service providers influence value but do not directly determine the consumer's financial outcomes. ITIL's core definition of a service is also relevant here: a service facilitates outcomes without the consumer having to manage specific costs and risks. When the question asks how providers contribute to service value, ITIL's answer is specialization plus reduction or management of consumer costs and risks, which is captured best by A.
NEW QUESTION # 12
Which lifecycle activity is focused on creating prototypes and specifications?
Answer: C
Explanation:
The design activity is focused on creating prototypes and specifications, so option A is correct. In the ITIL product and service lifecycle, design translates ideas, needs, and requirements into structured solution concepts that can be built, tested, and transitioned. This includes defining product characteristics, user interactions, architectural approaches, acceptance criteria, and service quality considerations. Prototypes may be created to explore concepts, reduce uncertainty, and validate assumptions before larger investment.
Specifications provide the documented requirements and characteristics that guide development and later lifecycle activities. Deliver and support happen later and focus on providing and assisting services in use.
Transition is concerned with introducing new or changed products and services into the live environment.
Therefore, the lifecycle activity most closely associated with prototypes and specifications is design.
NEW QUESTION # 13
Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?
Answer: A
Explanation:
The organizations and people dimension is directly influenced by leadership commitment to psychological safety and continual learning, so option D is correct. ITIL explains that culture, leadership, skills, communication, structure, and behavior all sit within this dimension. A psychologically safe environment allows people to speak up about risks, learn from mistakes, ask for help, and contribute ideas without fear.
Continual learning strengthens competence, adaptability, and improvement. These factors shape how teams work together and how effectively they can support value creation. While all dimensions can be affected indirectly by leadership, this one is most directly concerned with the human and cultural side of management.
Partners and suppliers focuses on external relationships, information and technology on technical enablement, and value streams and processes on workflow design and coordination.
NEW QUESTION # 14
What is the ITIL Value System ?
Answer: C
Explanation:
The correct answer is C. ITIL Version 5 defines the ITIL Value System, or ITIL VS, as a model representing how all the components and activities of an organization work together to facilitate value creation through digital products and services. The ITIL VS combines governance and management of digital technology into one overall system. It shows how opportunity and demand enter the system and how the system produces value for the organization, customers, and other stakeholders. It includes five components: guiding principles, governance, value chain, practices, and continual improvement. Option A is incorrect because it defines a management practice, not the ITIL Value System. Option B describes governance of digital technology, which is only one component of the ITIL VS. Option D defines a value chain, which is also part of the ITIL VS but not the whole system. The ITIL VS is broader because it explains how governance, management, practices, continual improvement, and value chain activities work together.
NEW QUESTION # 15
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