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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Four Dimensions of Product and Service Management	17%	- Partners and Suppliers - Information and Technology - Holistic approach and interdependencies - Value Streams and Processes - Organizations and People
ITIL Value System	20%	- Management Practices overview - Continual improvement - Service Value Chain activities - Guiding Principles (7 principles and application) - Governance
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
ITIL Management Practices	28%	- General Management Practices 1. Strategy management 2. Relationship management 3. Portfolio management - Service Management Practices 1. Problem management 2. Service level management 3. Incident management 4. Change enablement - Technical Management Practices 1. Deployment management 2. Software development and management
Product and Service Lifecycle	17%	- Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire

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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q89-Q94):

NEW QUESTION # 89
Which of the following is a key success metric for 'Transition' activity?

A. Service performance against the agreed SLA targets
B. Speed of normal service restoration
C. Number and impact of deployment errors
D. Quality of the resources and services outsourced from suppliers

Answer: C

Explanation:
A key success metric for the transition activity is the number and impact of deployment errors, as transition focuses on introducing new or changed services into the live environment in a controlled way while minimizing risk and disruption.

NEW QUESTION # 90
What is the MAIN purpose of using feedback throughout improvement iterations?

A. To prevent the need for further adjustments once work has started
B. To ensure that improvement actions remain relevant and effective in changing circumstances
C. To confirm that all stakeholder opinions are in agreement
D. To avoid changes in project priorities during implementation

Answer: B

Explanation:
The main purpose of feedback during improvement iterations is to ensure that actions remain relevant and effective as circumstances change, so option B is correct. ITIL promotes iterative progress because environments, stakeholder needs, risks, and information often change during work. Feedback helps teams learn what is working, what is not, and what should be adjusted before moving further. It is not realistic to expect all stakeholders to fully agree at every point, and feedback does not eliminate the need for future adjustments. Instead, it supports better decisions, earlier correction, and more effective alignment with value. This approach reduces waste and improves adaptability. It is closely connected to the guiding principle "progress iteratively with feedback," which encourages organizations to move in manageable steps and use learning continuously to refine outcomes.

NEW QUESTION # 91
Which dimension is concerned with management of relationships with external organizations?

A. Partners and suppliers
B. Value streams and processes
C. Organizations and people
D. Information and technology

Answer: A

Explanation:
The correct answer is partners and suppliers because this ITIL dimension focuses on an organization's relationships with external parties involved in creating, delivering, supporting, or improving products and services. These may include suppliers, strategic partners, outsourced providers, and other contributors in the wider service ecosystem. ITIL emphasizes that no organization operates alone, so managing agreements, dependencies, expectations, and collaboration with third parties is essential. This dimension also considers sourcing strategies, levels of integration, risk, capability availability, and service coordination across networks.

NEW QUESTION # 92
Which BEST explains why an organization might choose to engage external suppliers?

A. To obtain capabilities that are difficult to develop internally
B. To remove the need for oversight, governance, and internal management
C. To maintain greater control and visibility over service delivery
D. To minimize reliance on third-party providers

Answer: A

Explanation:
An organization may engage external suppliers to obtain specialized capabilities, expertise, or resources that are difficult, costly, or time-consuming to develop internally, thereby enhancing its ability to deliver value.

NEW QUESTION # 93
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

A. Partners and suppliers
B. Value streams and processes
C. Organizations and people
D. Information and technology

Answer: A

NEW QUESTION # 94
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