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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q90-Q95):

NEW QUESTION # 90
Which is an activity of the 'incident management' practice?

Answer: B


NEW QUESTION # 91
Which activity has the purpose of developing, integrating, and testing digital products to transform designs into functional solutions?

Answer: D

Explanation:
The build activity is responsible for developing, integrating, and testing digital products, transforming designs and requirements into functional solutions that are ready for deployment and use.


NEW QUESTION # 92
Which of the following is typically used to establish a shared understanding of expected and achieved service quality?

Answer: D

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 # 93
Which dimension of product and service management promotes conducting safe-to-fail experiments in complex situations?

Answer: C

Explanation:
The organizations and people dimension promotes conducting safe-to-fail experiments in complex situations by fostering a culture that encourages learning, collaboration, adaptability, and informed decision-making within teams and across the organization.


NEW QUESTION # 94
What is a digital service?

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 # 95
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