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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q33-Q38):

                    NEW QUESTION # 33
                    Which of the following is a part of purpose of'deliver' activity?

                    Answer: D

                    Explanation:
                    Managing user onboarding is part of the purpose of the deliver activity, so option A is correct. ITIL explains that deliver focuses on providing services to users, maintaining service quality, managing onboarding and offboarding, and gathering consumer feedback. This activity is concerned with the actual provision of agreed services and the service relationship at the user level. Monitoring support systems belongs more to operate. Designing prototypes belongs to design. Obtaining supplier resources belongs to acquire. Deliver is especially important because it is where many users directly experience the service. User onboarding is a clear example because it involves enabling users to begin using the service properly, often including access setup, guidance, request fulfillment, and communication. This directly supports service consumption and the achievement of user outcomes.


                    NEW QUESTION # 34
                    Which role authorizes budget for a service in a service relationship?

                    Answer: A

                    Explanation:
                    The sponsor is the role that authorizes the budget for a service, so option C is correct. In ITIL, different stakeholders in a service relationship have different responsibilities. The customer defines requirements and is accountable for the outcomes of service consumption. Users are the people who actually use the service. The sponsor is the person or group that authorizes funding and provides financial support for the service. This role is important because value co-creation depends not only on usage and outcomes, but also on the commitment of resources needed to obtain and sustain the service. A product vendor may provide or support a product, but that does not automatically make them the budget authority in the consumer organization. Therefore, the sponsor is the role most clearly linked to budget authorization.


                    NEW QUESTION # 35
                    When is the earliest that a workaround can be documented in 'problem management'?

                    Answer: A


                    NEW QUESTION # 36
                    The board of directors approves a new digital strategy and instructs management to prioritize investment in cloud infrastructure to support future growth. Which governance activity does this represent?

                    Answer: D

                    Explanation:
                    Direct represents the governance activity where the governing body sets direction, priorities, and policies, such as approving a strategy and instructing management to focus investment on specific initiatives.


                    NEW QUESTION # 37
                    Which value chain activity is assessed by evaluating the quality of the resources and services sourced from a third party?

                    Answer: C

                    Explanation:
                    The acquire activity focuses on obtaining products, services, and resources from third parties, and its effectiveness is assessed by evaluating the quality of the resources and services sourced from suppliers.


                    NEW QUESTION # 38
                    ......

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