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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q10-Q15):

NEW QUESTION # 10
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 # 11
What is a digital service?

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

Answer: C

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 # 12
What is the role of governance within the ITIL Service Value System?

A. To perform day-to-day service operations
B. To provide detailed technical guidance for service design
C. To ensure organizational activities are directed and controlled
D. To define and manage process activities for service delivery

Answer: C

Explanation:
Governance within the ITIL Service Value System ensures that organizational activities are directed and controlled, aligning them with strategic objectives and ensuring accountability, performance, and compliance.

NEW QUESTION # 13
Which is an approach to software development in which software can be released to production at any time after a decision is made by the team?

A. DevOps
B. Continuous Delivery
C. Continuous Integration
D. Continuous Deployment

Answer: B

Explanation:
Continuous delivery is an approach in which software is built and tested in a way that ensures it is always in a deployable state, allowing it to be released to production at any time once the team makes the decision to do so.

NEW QUESTION # 14
An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?

A. Percentage of value streams mapped
B. Success rate of releases deployed into the live environment
C. Average cost per service request
D. Number of ideas generated for new services

Answer: B

Explanation:
The best metric for evaluating the transition activity is the success rate of releases deployed into the live environment, so option A is correct. Transition is responsible for introducing new or changed products and services into live use with minimal disruption and adequate readiness. A strong success measure is therefore how often releases enter production successfully and perform as intended.

NEW QUESTION # 15
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