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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Service Management Framework	2-4%	- The four dimensions of service management - ITIL guiding principles - ITIL service value system (SVS)
Introduction to ITIL	2-4%	- Purpose of the ITIL Foundation qualification - Key concepts of service management
ITIL Guiding Principles	15-19%	- Progress iteratively with feedback - Think and work holistically - Collaborate and promote visibility - Keep it simple and practical - Optimize and automate - Focus on value - Start where you are
ITIL Service Value System	13-17%	- Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles
The Four Dimensions of Service Management	13-17%	- Partners and suppliers - Organizations and people - Information and technology - Value streams and processes
ITIL Practices	34-38%	- Service management practices - Technical management practices - General management practices

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q69-Q74):

NEW QUESTION # 69
An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?

A. Average cost per service request
B. Percentage of value streams mapped
C. Success rate of releases deployed into the live environment
D. Number of ideas generated for new services

Answer: C

Explanation:
The best metric for evaluating the transition activity is the success rate of releases deployed into the live environment, so option A is correct. Transition is responsible for introducing new or changed products and services into live use with minimal disruption and adequate readiness. A strong success measure is therefore how often releases enter production successfully and perform as intended.

NEW QUESTION # 70
Which of the following is TRUE about value co-creation?

A. Value is created jointly through interactions between service providers and service consumers
B. Value is defined and consumed by a service provider
C. value is created independently of service relationships
D. Value is created only by the service provider and delivered to the consumer

Answer: A

Explanation:
Value co-creation means that value is created jointly through interactions between service providers and service consumers, so option D is correct. ITIL moved away from the idea that value is simply produced by the provider and handed over to the consumer. Instead, value emerges through the combination of provider offerings, consumer participation, context, usage, and the wider service relationship. A service may offer strong utility and warranty, but the actual value realized depends on how the consumer uses it and what outcomes are achieved. This is why ITIL emphasizes service relationships, shared responsibilities, and stakeholder perspectives.
Value is not created independently of those relationships, and it is not defined solely by the provider. Co-creation reflects the dynamic and interactive nature of modern digital product and service management.

NEW QUESTION # 71
Which activity has the purpose of developing, integrating, and testing digital products to transform designs into functional solutions?

A. Support
B. Operate
C. Discover
D. Build

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 # 72
Why is it important to seek feedback before, during, and after each iteration?

A. To document all activities in detail before starting the next iteration
B. To ensure the project plan remains fixed and unchanged throughout development
C. To allow the team to follow the original design without interruption
D. To ensure that each iteration is aligned with changing circumstances

Answer: D

Explanation:
Seeking feedback before, during, and after each iteration ensures that the work remains aligned with evolving needs, priorities, and environmental changes, enabling timely adjustments and continuous improvement.

NEW QUESTION # 73
Which is an activity of the 'problem management' practice?

A. Prioritization of problems based on the risk that they pose
B. Authorization of changes to resolve the cause of problems
C. Restoration of normal service operation as quickly as possible
D. Resolution of incidents in a time that meets customer expectations

Answer: A

NEW QUESTION # 74
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