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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q136-Q141):

NEW QUESTION # 136
Which of the following statements about 'outcomes' is TRUE?

A. Outcomes provide assurance to stakeholders regarding the performance of a service
B. The delivery of products to a stakeholder is enabled by outcomes
C. An outcome depends on at least one output to deliver a result
D. The level of expenses regarding a technology for a service is defined by an outcome

Answer: C

Explanation:
Outcomes are the end results that depend on specific outputs to achieve desired effects or benefits.

NEW QUESTION # 137
A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?

A. Analyze how the system will help patients achieve their goals
B. Identify who the service consumers and key stakeholders are
C. Evaluate the risks and financial consequences for the consumers
D. Understand why patients use the appointment service

Answer: B

Explanation:
The principle 'Focus on value' begins with identifying who the service consumers and key stakeholders are, as understanding who is involved is essential before determining what value means and how it can be created for them.

NEW QUESTION # 138
Which of the following describes a sponsor within a consumer organization?

A. A person or group that has its own functions and authorities
B. The role that authorizes the budget for service consumption
C. A person or group that authorizes a change
D. The role that defines the requirements for a service

Answer: B

Explanation:
A sponsor within a consumer organization is the role that authorizes the budget for service consumption, ensuring that funding is approved to obtain and use the service.

NEW QUESTION # 139
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. Vague targets, such as those related to user experience, should be avoided
B. Base the SLA on system-based metrics that are useful to the service provider
C. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
D. The language and terms used in the SLA should be commonly understood by all parties

Answer: D

Explanation:
Clear communication is essential to ensure that all stakeholders understand the agreement and its implications.

NEW QUESTION # 140
What ensures that a service provider and a service consumer continually co-create value?

A. Service consumption
B. Change enablement
C. Service offerings
D. Service relationship management

Answer: D

Explanation:
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.

NEW QUESTION # 141
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