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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Four Dimensions of Product and Service Management17%- Partners and Suppliers
- Value Streams and Processes
- Information and Technology
- Organizations and People
- Holistic approach and interdependencies
Topic 2: Product and Service Lifecycle17%- Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
- Iterative and flexible application
Topic 3: ITIL Value System20%- Guiding Principles (7 principles and application)
- Management Practices overview
- Continual improvement
- Governance
- Service Value Chain activities
Topic 4: ITIL Management Practices28%- Technical Management Practices
  • 1. Software development and management
    • 2. Deployment management
      - General Management Practices
      • 1. Portfolio management
        • 2. Relationship management
          • 3. Strategy management
            - Service Management Practices
            • 1. Change enablement
              • 2. Service level management
                • 3. Problem management
                  • 4. Incident management
                    Topic 5: Digital Product and Service Management Concepts18%- Service relationships: provider, consumer, partners
                    - Key definitions: product, service, value, outcome, cost, risk, utility, warranty
                    - Value co-creation and stakeholder collaboration

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q67-Q72):

                    NEW QUESTION # 67
                    Which activity has the purpose of developing, integrating, and testing digital products to transform designs into functional solutions?

                    Answer: B

                    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 # 68
                    Which BEST describes the relationship between digital services and digital products?

                    Answer: C

                    Explanation:
                    Digital services are always based on digital products, so option B is correct. In ITIL, a digital product is a combination of an organization's resources based on digital technology and designed to offer value to consumers. A digital service uses those digital products to facilitate outcomes and support value co-creation. This means the product forms the technological and resource foundation for the service. The relationship does not work the other way around, so digital products are not based on digital services. They also do not exist independently in the context of digital service management, because products and services are integrated through the lifecycle and value system. Finally, digital products are not service actions. Service actions are provider activities, while products are configurations of resources. Therefore, digital services depend on digital products.


                    NEW QUESTION # 69
                    Which statement BEST explains the relationship between an organization's purpose and its operating model?

                    Answer: D

                    Explanation:
                    The best explanation is that the organization's purpose determines why it exists, while the operating model shows how it fulfills that purpose, so option B is correct. In ITIL, purpose provides the reason for being, the value intent, and the basis for strategic direction. The operating model then describes how the organization arranges its capabilities, workflows, resources, practices, and interactions to turn that purpose into real value. These two concepts are closely connected. The operating model does not replace purpose, and it is broader than only financial strategy. It also cannot be separated from customer and stakeholder concerns because its whole role is to support value creation. By linking purpose and operating model, ITIL helps organizations align intent, structure, behavior, and execution in a coherent way.


                    NEW QUESTION # 70
                    Which of the following statements about the four dimensions of product and service management is CORRECT?

                    Answer: B

                    Explanation:
                    All four dimensions are critical to the effective and efficient facilitation of value because they provide a balanced and holistic view of product and service management, ensuring that no important aspect is overlooked when creating and delivering value.


                    NEW QUESTION # 71
                    Which of the following is a part of purpose of'deliver' activity?

                    Answer: B

                    Explanation:
                    Managing user onboarding is part of the purpose of the deliver activity, so option A is correct. ITIL explains that deliver focuses on providing services to users, maintaining service quality, managing onboarding and offboarding, and gathering consumer feedback. This activity is concerned with the actual provision of agreed services and the service relationship at the user level. Monitoring support systems belongs more to operate. Designing prototypes belongs to design. Obtaining supplier resources belongs to acquire. Deliver is especially important because it is where many users directly experience the service. User onboarding is a clear example because it involves enabling users to begin using the service properly, often including access setup, guidance, request fulfillment, and communication. This directly supports service consumption and the achievement of user outcomes.


                    NEW QUESTION # 72
                    ......

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