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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Value System	20%	- Management Practices overview - Governance - Service Value Chain activities - Guiding Principles (7 principles and application) - Continual improvement
Topic 2: Digital Product and Service Management Concepts	18%	- Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration
Topic 3: Four Dimensions of Product and Service Management	17%	- Organizations and People - Holistic approach and interdependencies - Value Streams and Processes - Partners and Suppliers - Information and Technology
Topic 4: Product and Service Lifecycle	17%	- Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
Topic 5: ITIL Management Practices	28%	- General Management Practices 1. Portfolio management 2. Relationship management 3. Strategy management - Technical Management Practices 1. Deployment management 2. Software development and management - Service Management Practices 1. Service level management 2. Problem management 3. Incident management 4. Change enablement

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q120-Q125):

NEW QUESTION # 120
According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?

A. Losing opportunities for collaboration and shared understanding across teams
B. Failing to gather feedback needed to guide gradual improvement
C. Wasting time and losing valuable existing capabilities and resources
D. Overcomplicating solutions by ignoring practical, simple approaches

Answer: C

Explanation:
The main risk is wasting time and losing valuable existing capabilities and resources, so option D is correct. The guiding principle "start where you are" encourages organizations to assess the current state before deciding what to change. Existing services, workflows, knowledge, technologies, relationships, and capabilities may already provide useful foundations for improvement. Ignoring them can lead to unnecessary effort, repeated mistakes, disruption, and the loss of things that were already working well. ITIL does not suggest preserving everything unchanged, but it does recommend understanding and reusing what is valuable before rebuilding.
Starting over without evaluation can also damage morale and continuity. This principle helps organizations improve more intelligently by building on reality instead of assuming that total replacement is always the best answer.

NEW QUESTION # 121
A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the continual improvement model does this activity represent?

A. What is the vision?
B. Where do we want to be?
C. Take action
D. Where are we now?

Answer: D

Explanation:
Gathering customer feedback and measuring current service response times is assessing the current state of performance, which corresponds to determining where the organization is now in the continual improvement model.

NEW QUESTION # 122
How do value chain activities support an organization's purpose?

A. By documenting all the regulatory requirements
B. By translating the organization's purpose into activities that create value
C. By defining the organization's governance and compliance framework
D. By prescribing specific tools and technologies for service management

Answer: B

Explanation:
Value chain activities support an organization's purpose by translating that purpose into activities that create value, so option A is correct. Purpose explains why the organization exists and what it seeks to provide for consumers and other stakeholders. The value chain then expresses how the organization acts at a high level across the lifecycle of products and services to make that purpose real. Activities such as discover, design, build, transition, operate, deliver, support, and acquire work together to turn intent into outcomes. Governance and compliance frameworks are important, but they are not the main role of value chain activities. Likewise, the value chain does not prescribe specific tools. ITIL positions the value chain as the central operational expression of the value system, helping organizations convert strategic intent into coordinated value-creating action.

NEW QUESTION # 123
Which of the following BEST describes an operating model?

A. A set of organizational resources designed for performing specific work or achieving a particular objective
B. A set of rules that ensures consistent decision-making and accountability within the organization
C. A recommendation that guides an organization's actions and decisions in all circumstances
D. A conceptual and visual representation of how an organization co-creates value with its customers

Answer: D

Explanation:
An operating model is a conceptual and visual representation of how an organization works to co- create value with its customers, showing how its components and activities integrate and interact to deliver products and services.

NEW QUESTION # 124
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

A. Deliver and support
B. Plan
C. Design and transition
D. Improve

Answer: B

NEW QUESTION # 125
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