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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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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 avoid ambiguous targets such as those relating to user experience
B. They should be based on system-based metrics which are useful to the service provider
C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
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 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

NEW QUESTION # 19
Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management
B. Change enablement and incident management
C. Deployment management and change enablement
D. Service request management and deployment management

Answer: A

NEW QUESTION # 20
Which dimension of product and service management promotes conducting safe-to-fail experiments in complex situations?

A. Partners and suppliers
B. Organizations and people
C. Information and technology
D. Value streams and processes

Answer: B

Explanation:
The organizations and people dimension promotes conducting safe-to-fail experiments in complex situations by fostering a culture that encourages learning, collaboration, adaptability, and informed decision-making within teams and across the organization.

NEW QUESTION # 21
What is a digital service?

A. The transfer of goods from provider to consumer
B. A service that fully or largely relies on digital products.
C. A combination of technology resources designed for consumers
D. A catalogue of services for consumers

Answer: B

Explanation:
A digital service is a service that fully or largely relies on digital products, which makes option A correct. ITIL distinguishes between digital products and digital services while showing that they are closely connected. The digital product is the combination of digital resources designed to offer value. The digital service is the means by which value is co-created with consumers using those products. Option B is closer to the definition of a digital product. Option C describes one type of service interaction, not the general definition of a digital service. Option D refers to a catalogue or representation of available services rather than the service itself. The digital service concept reflects ITIL's focus on technology-enabled value creation through outcomes, service relationships, and managed access to capabilities.

NEW QUESTION # 22
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