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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Introduction to ITIL	2-4%	- Purpose of the ITIL Foundation qualification - Key concepts of service management
ITIL Service Value System	13-17%	- Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles
ITIL Guiding Principles	15-19%	- Optimize and automate - Focus on value - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility - Start where you are - Progress iteratively with feedback
ITIL Service Management Framework	2-4%	- ITIL guiding principles - The four dimensions of service management - ITIL service value system (SVS)
ITIL Practices	34-38%	- General management practices - Technical management practices - Service management practices
The Four Dimensions of Service Management	13-17%	- Partners and suppliers - Organizations and people - Information and technology - Value streams and processes

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q100-Q105):

NEW QUESTION # 100
Which activity ensures that new or changes products are seamlessly introduced in the live environment?

A. Deliver
B. Operate
C. Transition
D. Build

Answer: C

Explanation:
Transition is the activity that ensures new or changed products are introduced into the live environment in a controlled and seamless way, so option B is correct. In ITIL, transition bridges development and live operation. It includes planning releases, validating readiness, deploying changes, minimizing disruption, and confirming that the new or changed product can operate effectively in its target environment. Build focuses on creating or modifying solution components.
Deliver is concerned with providing services to users. Operate is about maintaining and monitoring live products and systems. Transition is essential because even a well-designed and well-built product can fail if it is introduced poorly. ITIL therefore treats transition as a distinct lifecycle activity that protects service quality, reduces risk, and supports smooth adoption of changes by both technical teams and service consumers.

NEW QUESTION # 101
An IT support engineer assisting a user in configuring their laptop is an example of which concept?

A. Access to resources
B. Transfer of goods
C. Sustainability
D. Service actions

Answer: D

Explanation:
This is an example of service actions, which makes option B correct. In ITIL, service relationships can involve access to resources, transfer of goods, and service actions. Service actions are activities performed by the provider, or jointly by provider and consumer, to help users achieve outcomes. Assisting a user with configuring a laptop clearly involves active support and direct interaction, so it fits the service actions category. It is not transfer of goods, because the key interaction is not about handing over a physical item. It is not sustainability, which relates to environmental, social, and economic responsibility. It is also not simply access to resources, because the engineer is doing more than just granting access. The assistance itself is the value- creating action in this scenario.

NEW QUESTION # 102
Which of the following BEST describes an outcome in a service relationship?

A. A tangible or intangible deliverable created during a service activity
B. A specific task completed by the service provider as part of service delivery
C. A software product provided to the consumer by the service provider
D. A result achieved by a stakeholder through the use of at least one output

Answer: D

Explanation:
An outcome in a service relationship is a result achieved by a stakeholder through the use of one or more outputs, representing the value realized from the service rather than the deliverables themselves.

NEW QUESTION # 103
How does an enabling value stream contribute to value creation?

A. By replacing the need for core value streams
B. By acting as the primary interface with service consumers
C. By supporting the effective operation of core value streams
D. By defining customer outcomes and service expectations

Answer: C

Explanation:
An enabling value stream contributes to value creation by supporting the operation and performance of core value streams. That is why option A is correct. Core value streams directly create or deliver value for service consumers, while enabling value streams provide the capabilities, resources, coordination, or support needed for those core streams to function effectively. Examples may include procurement, onboarding, internal platform management, or knowledge management processes that do not directly serve the customer at the final interaction point but are essential for smooth service creation and delivery. ITIL takes a holistic view of value creation and recognizes that many important workflows are indirect. These supporting streams do not replace core value streams, but they strengthen them by improving reliability, speed, quality, and consistency across the wider operating model.

NEW QUESTION # 104
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

A. Communicate so that the audience will hear
B. Re-use nothing from the current state
C. Adopt a practice which is easy to follow
D. Understand that fast does not mean incomplete

Answer: C

Explanation:
This principle emphasizes the importance of simplicity in processes and practices, ensuring they are practical and easy to implement.

NEW QUESTION # 105
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