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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q77-Q82):

                    NEW QUESTION # 77
                    Which is an activity of the 'incident management' practice?

                    Answer: C


                    NEW QUESTION # 78
                    What is the MAIN purpose of value stream mapping in an organization?

                    Answer: A

                    Explanation:
                    The main purpose of value stream mapping is to identify and prioritize improvement opportunities, which makes option B correct. ITIL presents value stream mapping as a practical way to understand how work actually flows across teams, systems, and organizational boundaries. By visualizing the "as-is" situation, organizations can spot bottlenecks, delays, handoff issues, waste, duplicated effort, and points where value is lost or slowed. This analysis helps them decide where improvements will have the greatest effect. Mapping may also support better collaboration and management practice use, but those are secondary outcomes. It is not mainly about automating monitoring or controlling stakeholders. The real value lies in making the flow of work visible so that improvement efforts can be based on evidence rather than assumptions or isolated local viewpoints.


                    NEW QUESTION # 79
                    When is the earliest that a workaround can be documented in 'problem management'?

                    Answer: A


                    NEW QUESTION # 80
                    Which metric is MOST appropriate for assessing the success of the 'build' value chain activity?

                    Answer: A

                    Explanation:
                    The most appropriate metric for assessing the success of the build activity is the quality of the product solutions, so option D is correct. Build is concerned with creating or modifying solution components so they are fit for intended use in later lifecycle stages. Measures for build therefore focus on the quality, completeness, maintainability, and suitability of what is produced.


                    NEW QUESTION # 81
                    What is a product prototype?

                    Answer: B

                    Explanation:
                    A product prototype is an initial version of a product that demonstrates its basic form and functionality, allowing stakeholders to explore, validate, and refine ideas before full development and release.


                    NEW QUESTION # 82
                    ......

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