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| Certification Vendor: | PeopleCert |
|---|---|
| Exam Name: | ITIL Foundation (Version 5) Certification Exam |
| Exam Number: | ITIL-5-Foundation |
| Exam Price: | From US$690.00 |
| Related Certifications: | ITIL Foundation Bridge (Version 5) ITIL Strategy (Version 5) ITIL Experience (Version 5) ITIL Product (Version 5) ITIL Transformation (Version 5) ITIL Service (Version 5) |
| Available Languages: | Polish, Italian, German, Portuguese (Brazil), English, Chinese, Spanish, French, Japanese |
| Passing Score: | 65% (26/40 questions) |
| Real Exam Qty: | 40 |
| Certificate Validity Period: | 3 years |
| Exam Duration: | 60 minutes |
| Exam Format: | Multiple choice, Single correct answer, Closed book |
| Recommended Training: | ITIL Official eLearning |
| Exam Registration: | PeopleCert Official Registration |
| Sample Questions: | ITIL ITIL-5-Foundation Sample Questions |
| Exam Way: | Online remote proctored or authorized test center |
| Pre Condition: | No prerequisites required; entry-level certification |
| Official Syllabus URL: | https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-5-foundation-version-50-4154 |
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NEW QUESTION # 30
Which of the following describes a sponsor within a consumer organization?
Answer: B
NEW QUESTION # 31
Which of the following is typically used to establish a shared understanding of expected and achieved service quality?
Answer: B
Explanation:
A service level agreement is typically used to establish a shared understanding of expected and achieved service quality, so option B is correct. ITIL explains that service quality is often translated into service level metrics and documented through agreements between provider and customer. An SLA identifies the services covered, the agreed service levels, and how those levels will be measured and reviewed. This creates clarity around utility, warranty, sustainability, and experience expectations. A product specification describes product requirements, while service level requirements are usually inputs used to shape a future agreement rather than the formal shared understanding itself. Roadmaps show future direction and planning. Therefore, the SLA is the most appropriate mechanism for defining, communicating, and monitoring the agreed quality of a service relationship.
NEW QUESTION # 32
Which dimension is concerned with management of relationships with external organizations?
Answer: C
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. The other dimensions focus on different areas: organizations and people addresses structure, culture, and competencies; information and technology addresses data and enabling technologies; and value streams and processes addresses workflows and how work is organized to create value. Therefore, external relationship management sits within partners and suppliers.
NEW QUESTION # 33
A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the ITIL Continual Improvement Model does this activity represent?
Answer: B
Explanation:
This scenario describes an assessment of the current state, which ITIL places in Step 2 of the Continual Improvement Model: "Where are we now?" The official text says that success depends on "a shared understanding of the starting point," and that a key element in this step is a current state assessment. ITIL adds that this may include evaluating existing products and services, user perception of value, workflows, skills, and available technology. It also says that current state assessments should be performed through objective measurement whenever possible, and where measurement is limited, organizations can use stakeholder stories and structured feedback. The question mentions both customer feedback and measured response times, which are exactly the kinds of inputs ITIL associates with understanding the present baseline.
It is not Step 1, because the team is not defining the vision. It is not Step 3, because they are not yet describing the target state. It is not "take action," because no improvement implementation is being described. The best and fully verified answer is therefore A.
NEW QUESTION # 34
How do service providers contribute to the creation of service value for consumers?
Answer: B
Explanation:
ITIL explains service value by connecting outcomes, costs, and risks. In that explanation, service providers help consumers achieve outcomes and, in doing so, take on some of the associated costs and risks. The book also states that service providers are usually specialized in certain types of services, and this specialization gives them access to the resources, knowledge, skills, and experience needed to deliver quality and assurance.
That is why option A is the correct answer. Option B goes too far because consumers still need resources of their own to consume services. Option C is misleading because the consumer still has responsibilities in a service relationship; the provider does not replace the consumer entirely. Option D is incorrect because service providers influence value but do not directly determine the consumer's financial outcomes. ITIL's core definition of a service is also relevant here: a service facilitates outcomes without the consumer having to manage specific costs and risks. When the question asks how providers contribute to service value, ITIL's answer is specialization plus reduction or management of consumer costs and risks, which is captured best by A.
NEW QUESTION # 35
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