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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Management Practices	28%	- Service Management Practices 1. Incident management 2. Problem management 3. Service level management 4. Change enablement - General Management Practices 1. Portfolio management 2. Relationship management 3. Strategy management - Technical Management Practices 1. Software development and management 2. Deployment management
Digital Product and Service Management Concepts	18%	- Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty
ITIL Value System	20%	- Continual improvement - Management Practices overview - Governance - Guiding Principles (7 principles and application) - Service Value Chain activities
Four Dimensions of Product and Service Management	17%	- Value Streams and Processes - Organizations and People - Holistic approach and interdependencies - Information and Technology - Partners and Suppliers
Product and Service Lifecycle	17%	- 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 (Q17-Q22):

NEW QUESTION # 17
Which is a key requirement for successful service level agreements (SLAs)?

A. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
B. They should avoid ambiguous targets such as those relating to user experience
C. They should be based on system-based metrics which are useful to the service provider
D. They should be written using language and terms which all parties will understand

Answer: D

Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined `service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an `agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.

NEW QUESTION # 18
Which service value chain activity relates with buying new products?

A. Engage
B. Improve
C. Plan
D. Obtain/build

Answer: D

Explanation:
This activity focuses on acquiring or creating the products and services needed to deliver value to customers.

NEW QUESTION # 19
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

A. Supplier management
B. Relationship management
C. Service management
D. Release management

Answer: A

NEW QUESTION # 20
Which of the following is a key success metric for 'Transition' activity?

A. Number and impact of deployment errors
B. Service performance against the agreed SLA targets
C. Quality of the resources and services outsourced from suppliers
D. Speed of normal service restoration

Answer: A

Explanation:
A key success metric for the transition activity is the number and impact of deployment errors, as transition focuses on introducing new or changed services into the live environment in a controlled way while minimizing risk and disruption.

NEW QUESTION # 21
Which BEST explains why an organization might choose to engage external suppliers?

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

Answer: C

Explanation:
An organization may engage external suppliers to obtain specialized capabilities, expertise, or resources that are difficult, costly, or time-consuming to develop internally, thereby enhancing its ability to deliver value.

NEW QUESTION # 22
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