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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionObjectives
Topic 1: Key Concepts of Service Management- Organizations, Service Providers, Service Consumers
- Value and Value Co-Creation
- Products and Services
Topic 2: ITIL Management Practices- Service Management Practices Overview
- General Management Practices Overview
- Technical Management Practices Overview
Topic 3: The Four Dimensions of Service Management- Information and Technology
- Value Streams and Processes
- Organizations and People
- Partners and Suppliers
Topic 4: ITIL Service Value System (SVS)- Continual Improvement
- Guiding Principles
- Governance
- Service Value Chain

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q135-Q140):

NEW QUESTION # 135
Which dimension of product and service management addresses data and technologies used in digital product and services?

Answer: D

Explanation:
Information and technology is the dimension that addresses the data and technologies used in digital products and services, so option D is correct. ITIL explains that this dimension includes applications, infrastructure, tools, automation, analytics, AI, monitoring, communication systems, and the management of data, information, and knowledge. It also includes concerns such as data quality, access, governance, security, and technology capability. This dimension is central in digital product and service management because technology not only supports service delivery, but often forms the core of the product itself. Partners and suppliers covers external organizations, organizations and people covers structure and skills, and value streams and processes covers workflows. Therefore, when the focus is specifically on data and technological enablement, the correct ITIL dimension is information and technology.


NEW QUESTION # 136
Which statement regarding a partnership relationship is TRUE?

Answer: D

Explanation:
A partnership relationship involves close collaboration between organizations, often delivering bespoke services with a strong focus on innovation, shared goals, and long-term growth rather than standardized, transactional arrangements.


NEW QUESTION # 137
A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?

Answer: D

Explanation:
The principle 'Focus on value' begins with identifying who the service consumers and key stakeholders are, as understanding who is involved is essential before determining what value means and how it can be created for them.


NEW QUESTION # 138
What is the primary role of a digital service?

Answer: D

Explanation:
A digital service primarily exists to enable value co-creation by facilitating the outcomes that customers want to achieve. That is why option B is correct. In ITIL, a service helps consumers achieve desired outcomes without them needing to manage all the specific costs and risks themselves. A digital service does this through digital products, technology resources, service actions, and access mechanisms that support users and customers. Processes and workflows may help deliver the service, but they are not the service's primary purpose. Likewise, compliance may be important, but it is a supporting requirement rather than the core role. ITIL consistently defines service management around value, outcomes, and stakeholder needs.
Therefore, the central purpose of a digital service is to help consumers achieve meaningful results through managed, technology-enabled service relationships.


NEW QUESTION # 139
Where are the details of the required performance outcomes of a service defined?

Answer: B


NEW QUESTION # 140
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