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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
ITIL Guiding Principles15-19%- Keep it simple and practical
- Focus on value
- Think and work holistically
- Collaborate and promote visibility
- Optimize and automate
- Progress iteratively with feedback
- Start where you are
ITIL Service Value System13-17%- Inputs, outputs, and activities of the service value chain
- Interaction between the service value chain and the guiding principles
- The service value chain
ITIL Practices34-38%- Technical management practices
- Service management practices
- General management practices
ITIL Service Management Framework2-4%- ITIL service value system (SVS)
- ITIL guiding principles
- The four dimensions of service management
The Four Dimensions of Service Management13-17%- Partners and suppliers
- Information and technology
- Organizations and people
- Value streams and processes
Introduction to ITIL2-4%- Key concepts of service management
- Purpose of the ITIL Foundation qualification

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Quiz 2026 Peoplecert ITILFNDv5: ITIL Foundation (Version 5) – Efficient New Study Notes

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q32-Q37):

NEW QUESTION # 32
Where are the details of the required performance outcomes of a service defined?

Answer: A


NEW QUESTION # 33
Which of the following is a key success metric for 'Transition' activity?

Answer: D

Explanation:
A key success metric for the transition activity is the number and impact of deployment errors, as transition focuses on introducing new or changed services into the live environment in a controlled way while minimizing risk and disruption.


NEW QUESTION # 34
How does 'access to resources' support value co-creation in a service interaction?

Answer: D

Explanation:
Access to resources supports value co-creation by allowing consumers to use provider resources under agreed terms, which makes option A correct. In ITIL, not every service interaction requires transfer of ownership or direct provider action every time. Sometimes the value comes from enabling consumers to access applications, data, infrastructure, knowledge bases, or equipment that remain under provider control. The consumer gains the ability to use these resources to achieve outcomes without needing to own and manage all of them directly. This helps optimize costs, risks, and effort. It does not mean transferring responsibility for all resources to the consumer, nor does it imply restricting usage to internal teams. It also does not eliminate service actions entirely, because support and other activities may still be needed. Access to resources is one important form of service relationship.


NEW QUESTION # 35
What is the purpose of the 'support' activity?

Answer: C

Explanation:
The purpose of the support activity is to assist users and maintain service performance, so option A is correct. In ITIL, support focuses on helping users, managing incidents and issues, minimizing disruption, and sustaining acceptable service quality when problems occur. It works closely with other activities such as operate and deliver, but its emphasis is on responding to needs, restoring service, and reducing impact. Designing service architectures belongs to design. Building solution components belongs to build. Discovering new opportunities belongs to discover. Support is essential in maintaining trust and user confidence because it is often the activity users encounter most directly when something goes wrong or when they need help. Effective support contributes significantly to perceived service quality and the wider experience of service consumption.


NEW QUESTION # 36
Which element of the operating model refers to third parties contributing to value creation activities?

Answer: A

Explanation:
The operating model element that refers to third parties contributing to value creation activities is partners and suppliers, as it describes how external organizations support the service provider through goods, services, and expertise to help create and deliver value.


NEW QUESTION # 37
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