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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
ITIL Value System20%- Continual improvement
- Guiding Principles (7 principles and application)
- Governance
- Management Practices overview
- Service Value Chain activities
Four Dimensions of Product and Service Management17%- Information and Technology
- Partners and Suppliers
- Organizations and People
- Value Streams and Processes
- Holistic approach and interdependencies
ITIL Management Practices28%- General Management Practices
  • 1. Strategy management
    • 2. Portfolio management
      • 3. Relationship management
        - Service Management Practices
        • 1. Change enablement
          • 2. Incident management
            • 3. Service level management
              • 4. Problem management
                - Technical Management Practices
                • 1. Software development and management
                  • 2. Deployment management
                    Digital Product and Service Management Concepts18%- Key definitions: product, service, value, outcome, cost, risk, utility, warranty
                    - Service relationships: provider, consumer, partners
                    - Value co-creation and stakeholder collaboration
                    Product and Service Lifecycle17%- Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
                    - Iterative and flexible application

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q57-Q62):

                    NEW QUESTION # 57
                    According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?

                    Answer: D

                    Explanation:
                    According to the ITIL guiding principle "focus on value," all organizational activities should link back to benefits for the organization, its customers, and other stakeholders, so option A is correct.
                    ITIL defines value broadly as perceived benefits, usefulness, and importance. This means value is not limited to financial gain alone. It may include customer outcomes, user experience, sustainability, trust, operational effectiveness, and strategic progress. The principle reminds organizations to ask why an activity is being performed and how it contributes to meaningful results. Increased revenue, employee satisfaction, and market share can all matter, but none of them alone fully represents value. By linking activities to stakeholder benefit, organizations avoid waste, align effort with purpose, and ensure that decisions support value creation rather than internal activity for its own sake.


                    NEW QUESTION # 58
                    What is a problem?

                    Answer: A

                    Explanation:
                    A problem is the cause, or potential cause, of one or more incidents, which makes option B correct. ITIL clearly distinguishes problem management from incident management. Incident management focuses on restoring service quickly after an interruption or degradation. Problem management looks more deeply at why incidents happened and how similar incidents can be prevented in the future. This is why the root cause idea is central to the definition of a problem.
                    An unplanned interruption is an incident, not a problem. A user request is a service request. A critical incident is still an incident, even if its impact is high. By separating incidents from problems, ITIL enables organizations to both restore service rapidly and reduce repeat disruption through analysis, learning, and long-term corrective actions.


                    NEW QUESTION # 59
                    A telecom provider designs an enterprise package that combines internet, VoIP, network security and technical support. Which concept does this illustrate?

                    Answer: C


                    NEW QUESTION # 60
                    Performing routine tasks such as backups, monitoring, and capturing and processing events is part of which of the following activities?

                    Answer: C

                    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 # 61
                    Which activity has the purpose of developing, integrating, and testing digital products to transform designs into functional solutions?

                    Answer: D

                    Explanation:
                    The build activity is responsible for developing, integrating, and testing digital products, transforming designs and requirements into functional solutions that are ready for deployment and use.


                    NEW QUESTION # 62
                    ......

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