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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Value System	20%	- Guiding Principles (7 principles and application) - Management Practices overview - Service Value Chain activities - Continual improvement - Governance
Four Dimensions of Product and Service Management	17%	- Information and Technology - Holistic approach and interdependencies - Organizations and People - Partners and Suppliers - Value Streams and Processes
ITIL Management Practices	28%	- General Management Practices 1. Relationship management 2. Strategy management 3. Portfolio management - Technical Management Practices 1. Deployment management 2. Software development and management - Service Management Practices 1. Incident management 2. Change enablement 3. Problem management 4. Service level management
Digital Product and Service Management Concepts	18%	- Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners
Product and Service Lifecycle	17%	- 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 (Q24-Q29):

NEW QUESTION # 24
Which BEST explains why an organization might choose to engage external suppliers?

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

Answer: D

NEW QUESTION # 25
Which of the following is NOT one of the steps in value stream mapping?

A. Mapping of the 'as-is' value stream
B. Mapping a 'to-be' value stream
C. Value stream management
D. Value stream identification

Answer: C

Explanation:
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.

NEW QUESTION # 26
What does a service journey describe?

A. The internal workflows and processes of a service provider
B. The end-to-end lifecycle of a product
C. End-to-end interactions between a service provider and a service consumer
D. The sequence of value chain activities

Answer: C

Explanation:
A service journey describes the end-to-end interactions between a service provider and a service consumer, which makes option A correct. ITIL uses this concept to help organizations understand the full consumer experience across the stages of discovering, accessing, using, receiving support for, and continuing with a service. It includes visible touchpoints, interactions, perceptions, and moments that shape user experience and value realization. It is not the same as internal workflows, which belong more to value streams and processes. It is also not the same as the product lifecycle or the formal sequence of value chain activities. By understanding the service journey, organizations can improve service design, communication, support, and experience from the consumer perspective rather than only from an internal operational viewpoint.

NEW QUESTION # 27
Which concept is illustrated when an employee is granted permission to the company's new file- sharing platform for daily use?

A. Warranty
B. Utility
C. Access to resources
D. Goods

Answer: B

Explanation:
The best answer is utility because the question describes a service providing functionality that meets a need. Granting an employee permission to use a file-sharing platform enables them to store, access, and collaborate on information for daily work. In ITIL, utility is about what the service does and whether it is fit for purpose. The platform's usefulness lies in giving the employee the capability they need. Access to resources may seem close, but the focus of the question is the practical value of the service capability being made available. Warranty would concern how well the platform performs, such as availability or security. Goods are physical or digital items transferred to the consumer. Since this example highlights useful functionality that supports work, utility is the strongest and most accurate answer.

NEW QUESTION # 28
Which of the following is TRUE regarding services and desired outcomes?

A. Services may have unintended and surprising outcomes, both positive and negative
B. Services guarantee that all intended outcomes will be achieved
C. Services always result in positive effects without exceptions
D. Services completely eliminate risks associated with achieving outcomes

Answer: A

Explanation:
Services may have unintended and surprising outcomes, both positive and negative, so option D is correct. ITIL recognizes that services help facilitate desired outcomes, but they do not guarantee them. Outcomes depend on many factors, including the consumer's context, usage patterns, constraints, and interactions with the provider. Services may optimize costs and risks, but they do not remove them entirely. Likewise, even well-designed services can create unexpected side effects, dependencies, or new forms of risk. Sometimes those effects are beneficial, and sometimes they are harmful. This is why ITIL emphasizes continual improvement, stakeholder feedback, service relationships, and holistic thinking. Understanding that services can create both intended and unintended consequences helps organizations manage expectations realistically and improve how products and services are designed, delivered, and supported over time.

NEW QUESTION # 29
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