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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q138-Q143):

NEW QUESTION # 138
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 # 139
Which dimension of product and service management addresses data and technologies used in digital product and services?

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

Answer: C

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 # 140
Which of the following is NOT an activity of digital product and service lifecycle?

A. Acquire
B. Agree
C. Build
D. Discover

Answer: B

Explanation:
The digital product and service lifecycle includes activities such as discover, design, build, transition, operate, support, deliver, and acquire. "Agree" is not one of the defined lifecycle activities.

NEW QUESTION # 141
An IT support engineer assisting a user in configuring their laptop is an example of which concept?

A. Service actions
B. Transfer of goods
C. Access to resources
D. Sustainability

Answer: A

Explanation:
This is an example of service actions, which makes option B correct. In ITIL, service relationships can involve access to resources, transfer of goods, and service actions. Service actions are activities performed by the provider, or jointly by provider and consumer, to help users achieve outcomes. Assisting a user with configuring a laptop clearly involves active support and direct interaction, so it fits the service actions category. It is not transfer of goods, because the key interaction is not about handing over a physical item. It is not sustainability, which relates to environmental, social, and economic responsibility. It is also not simply access to resources, because the engineer is doing more than just granting access. The assistance itself is the value- creating action in this scenario.

NEW QUESTION # 142
Which metric is MOST appropriate for assessing the success of the 'build' value chain activity?

A. Quality of the product solutions
B. Customer satisfaction score after service delivery
C. Percentage of service requests fulfilled on first contact
D. Number of incidents resolved within agreed targets

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 # 143
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