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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q66-Q71):

                    NEW QUESTION # 66
                    Which of the following is typically used to establish a shared understanding of expected and achieved service quality?

                    Answer: B

                    Explanation:
                    A service level agreement is typically used to establish a shared understanding of expected and achieved service quality, so option B is correct. ITIL explains that service quality is often translated into service level metrics and documented through agreements between provider and customer. An SLA identifies the services covered, the agreed service levels, and how those levels will be measured and reviewed. This creates clarity around utility, warranty, sustainability, and experience expectations. A product specification describes product requirements, while service level requirements are usually inputs used to shape a future agreement rather than the formal shared understanding itself. Roadmaps show future direction and planning. Therefore, the SLA is the most appropriate mechanism for defining, communicating, and monitoring the agreed quality of a service relationship.


                    NEW QUESTION # 67
                    Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

                    Answer: D


                    NEW QUESTION # 68
                    Which practice is MOST likely to benefit from the use of chatbots?

                    Answer: C


                    NEW QUESTION # 69
                    Which dimension of product and service management is concerned with relationships with other organizations that are involved in discovery, design and continual improvement of product?

                    Answer: C

                    Explanation:
                    The partners and suppliers dimension is the correct answer because it covers the relationships an organization has with other organizations involved in product and service management. These external organizations may contribute during discovery, design, build, transition, support, or continual improvement. ITIL emphasizes that modern organizations often rely on ecosystems rather than acting alone. This means they must manage contracts, shared responsibilities, dependencies, specialist expertise, performance expectations, and integration across the wider service network. Value streams and processes addresses workflows, not external relationships.
                    Information and technology focuses on data and enabling technologies. Organizations and people focuses on structure, competencies, leadership, and culture. Since the question specifically asks about relationships with other organizations involved in the lifecycle, the relevant dimension is clearly partners and suppliers.


                    NEW QUESTION # 70
                    What is an incident in IT services?

                    Answer: A

                    Explanation:
                    An incident is defined in ITIL as an unplanned interruption to a service or a reduction in the quality of a service. That is why option B is correct. The key idea is that an incident affects normal service performance and requires timely attention to restore expected service levels.


                    NEW QUESTION # 71
                    ......

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