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| Section | Weight | Objectives |
|---|
| Topic 1: 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
|
| Topic 2: ITIL Practices | 34-38% | - General management practices - Technical management practices - Service management practices
|
| Topic 3: ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management
|
| Topic 4: The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people
|
| Topic 5: ITIL Guiding Principles | 15-19% | - Keep it simple and practical - Start where you are - Think and work holistically - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value
|
| Topic 6: Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification
|
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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q53-Q58):
NEW QUESTION # 53
Which of the following is a key success metric for the 'acquire' activity?
- A. Number and impact of incidents and performance deviations
- B. Quality of the resources and services outsourced from suppliers
- C. Service performance against the agreed SLA targets
- D. Negative impact of changes on service availability and performance
Answer: B
Explanation:
A key success metric for the acquire activity is the quality of the resources and services outsourced from suppliers, so option B is correct. Acquire is concerned with sourcing and allocating the inputs needed for value creation, including third-party services, components, technology, and other resources. Success therefore depends not only on speed and efficiency, but also on whether what is acquired is fit for purpose, reliable, and aligned with needs. Incident counts are more relevant to operate or support. SLA performance is more relevant to live service delivery. Negative impact of changes is more relevant to transition and change-related activities.
ITIL views acquisition as a strategic and operational capability that supports the wider lifecycle.
Poor-quality acquired resources create downstream problems, so quality is a strong and appropriate success measure.
NEW QUESTION # 54
Which of the following statements about 'outcomes' is TRUE?
- A. The level of expenses regarding a technology for a service is defined by an outcome
- B. The delivery of products to a stakeholder is enabled by outcomes
- C. Outcomes provide assurance to stakeholders regarding the performance of a service
- D. An outcome depends on at least one output to deliver a result
Answer: D
Explanation:
Outcomes are the end results that depend on specific outputs to achieve desired effects or benefits.
NEW QUESTION # 55
What influences whether a service is perceived as valuable by a consumer?
- A. The service provider's ability to minimize their operational costs
- B. The number of providers delivering the service to the consumer
- C. The amount of money the service provider invests in resources
- D. The extent to which the positive effects of the service outweigh the negative ones
Answer: D
Explanation:
A service is perceived as valuable when its positive effects outweigh its negative effects for the consumer. That is why option C is correct. In ITIL, value is not defined only by what the provider delivers. It depends on the consumer's perception of benefits, usefulness, and importance.
Consumers evaluate whether the service helps them achieve desired outcomes while optimizing associated costs and risks. Even a technically strong service may be seen as low value if it is hard to use, unreliable, expensive, or creates unwanted effort. Conversely, a service with well- balanced utility, warranty, sustainability, and experience may be seen as highly valuable. Provider investment or internal efficiency alone does not determine value. ITIL places emphasis on outcomes and stakeholder perception, which is why consumer judgment about net positive effect is central.
NEW QUESTION # 56
Which of the following describes a management practice?
- A. A set of interconnected activities that an organization performs to create and deliver products
- B. A set of organizational resources and capabilities designed to perform work or accomplish an objective
- C. A visual representation of how an organization co-creates value with stakeholders
- D. A series of steps that an organization uses to create and deliver products
Answer: B
Explanation:
A management practice is best described as a set of organizational resources and capabilities designed to perform work or accomplish an objective, which makes option B correct. In ITIL, a practice is broader than a process. It includes not only activities and workflows, but also roles, competencies, information, technology, partners, and other resources needed to perform effectively. This reflects the Four Dimensions and ITIL's holistic approach. Option A and D describe value streams or processes more closely, depending on interpretation. Option C refers more to a model or visualization of value co-creation rather than a practice. Practices such as incident management, service level management, architecture management, and supplier management enable the organization to perform specific types of work consistently and effectively within the wider value system.
NEW QUESTION # 57
Which term is used to describe removing something that could have an effect on a service?
- A. A change
- B. A problem
- C. An incident
- D. An IT asset
Answer: A
Explanation:
In IT service management, a change refers to any alteration to the IT environment that can affect services, including removing components that could lead to potential issues.
NEW QUESTION # 58
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