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Peoplecert ITILFNDv5 Exam Syllabus Topics:

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

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                    ITILFNDv5考證，ITILFNDv5考題寶典

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                    最新的 Peoplecert Certification ITILFNDv5 免費考試真題 (Q67-Q72):

                    問題 #67
                    Which of the following terms BEST describes a change?

                    答案：C

                    解題說明：
                    A change is defined as the addition, modification, or removal of anything that could have an effect on products and services, reflecting its potential impact on how services are delivered or supported.


                    問題 #68
                    Which of the following is NOT one of the steps in value stream mapping?

                    答案：D

                    解題說明：
                    Value stream management is not one of the actual steps in value stream mapping, so option D is correct. In ITIL, value stream mapping typically includes identifying the value stream, mapping the current or "as-is" flow, analyzing bottlenecks and waste, and often designing an improved or "to- be" flow. These activities help an organization understand how work, information, and artifacts move across teams to create value. Value stream management is broader than mapping. It includes the ongoing governance, monitoring, optimization, and improvement of value streams over time. In other words, mapping is an important technique within the wider discipline of managing value streams. ITIL treats mapping as a way to visualize and analyze workflows, while management ensures performance, adaptation, and continual improvement of those workflows.


                    問題 #69
                    How do ITIL practice guides benefit organizations managing digital products and services?

                    答案：A

                    解題說明：
                    ITIL practice guides benefit organizations by supporting the development of product and service management capabilities, so option C is correct. The guides provide practical, structured guidance for specific management areas and help organizations understand how to perform work effectively in context. They do not prescribe one mandatory technology stack or force all organizations into a single maturity target. ITIL also does not separate product and service management as isolated disciplines; instead, it integrates them through the lifecycle model and the value system. The practice guides help teams understand workflows, roles, measures, interfaces with other practices, and considerations across the Four Dimensions. This makes them useful for building real organizational capability, not just passing exams. Their value lies in practical adaptation and capability improvement across a wide range of management areas.


                    問題 #70
                    Why are Value streams and processes' important in product and service management?

                    答案：A

                    解題說明：
                    Value streams and processes are important because they show how activities are coordinated to create and deliver value, so option B is correct. In ITIL, the value streams and processes dimension focuses on how work flows through the organization and across organizational boundaries. It helps explain the sequence of activities, dependencies, handoffs, and interactions that transform demand into useful outcomes for stakeholders. This is essential because value creation is rarely achieved by one team or one isolated activity. Tools, reporting lines, and contracts may support management, but they are not the main concern of this dimension. ITIL stresses that actual work as performed should be understood, mapped, analyzed, and improved.
                    Value streams make the flow of value visible, while processes provide structured guidance for recurring activities that support that flow.


                    問題 #71
                    What influences whether a service is perceived as valuable by a consumer?

                    答案：D

                    解題說明：
                    A service is perceived as valuable when its positive effects outweigh its negative effects for the consumer. That is why option C is correct. In ITIL, value is not defined only by what the provider delivers. It depends on the consumer's perception of benefits, usefulness, and importance.
                    Consumers evaluate whether the service helps them achieve desired outcomes while optimizing associated costs and risks. Even a technically strong service may be seen as low value if it is hard to use, unreliable, expensive, or creates unwanted effort. Conversely, a service with well- balanced utility, warranty, sustainability, and experience may be seen as highly valuable. Provider investment or internal efficiency alone does not determine value. ITIL places emphasis on outcomes and stakeholder perception, which is why consumer judgment about net positive effect is central.


                    問題 #72
                    ......

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