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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Digital Product and Service Management Concepts18%- Service relationships: provider, consumer, partners
- Key definitions: product, service, value, outcome, cost, risk, utility, warranty
- Value co-creation and stakeholder collaboration
Topic 2: ITIL Management Practices28%- Service Management Practices
  • 1. Incident management
    • 2. Problem management
      • 3. Service level management
        • 4. Change enablement
          - Technical Management Practices
          • 1. Software development and management
            • 2. Deployment management
              - General Management Practices
              • 1. Strategy management
                • 2. Relationship management
                  • 3. Portfolio management
                    Topic 3: Four Dimensions of Product and Service Management17%- Information and Technology
                    - Partners and Suppliers
                    - Value Streams and Processes
                    - Organizations and People
                    - Holistic approach and interdependencies
                    Topic 4: ITIL Value System20%- Guiding Principles (7 principles and application)
                    - Management Practices overview
                    - Governance
                    - Service Value Chain activities
                    - Continual improvement
                    Topic 5: Product and Service Lifecycle17%- Iterative and flexible application
                    - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire

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                    Peoplecert ITIL Foundation (Version 5) ITILFNDv5 Prüfungsfragen mit Lösungen (Q138-Q143):

                    138. Frage
                    Which of the following terms BEST describes a change?

                    Antwort: C

                    Begründung:
                    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.


                    139. Frage
                    Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?

                    Antwort: B

                    Begründung:
                    The organizations and people dimension is directly influenced by leadership commitment to psychological safety and continual learning, so option D is correct. ITIL explains that culture, leadership, skills, communication, structure, and behavior all sit within this dimension. A psychologically safe environment allows people to speak up about risks, learn from mistakes, ask for help, and contribute ideas without fear. Continual learning strengthens competence, adaptability, and improvement. These factors shape how teams work together and how effectively they can support value creation. While all dimensions can be affected indirectly by leadership, this one is most directly concerned with the human and cultural side of management. Partners and suppliers focuses on external relationships, information and technology on technical enablement, and value streams and processes on workflow design and coordination.


                    140. Frage
                    What does ITIL emphasize as a key difference between Value stream mapping' and Value stream management?

                    Antwort: B

                    Begründung:
                    ITIL emphasizes that value stream mapping identifies and visualizes how value flows, while value stream management ensures that the value stream performs effectively over time. That is why option A is correct. Mapping is a diagnostic and analytical activity. It helps organizations understand the current flow of work, information, handoffs, delays, bottlenecks, and opportunities for improvement. Management is broader and continuous. It involves monitoring performance, setting measures, coordinating improvements, adapting to changes, and maintaining the health of the value stream over time. Mapping is therefore one important tool within the larger discipline of management.


                    141. Frage
                    Which is an activity of the 'incident management' practice?

                    Antwort: C


                    142. Frage
                    The board of directors approves a new digital strategy and instructs management to prioritize investment in cloud infrastructure to support future growth. Which governance activity does this represent?

                    Antwort: C

                    Begründung:
                    Direct represents the governance activity where the governing body sets direction, priorities, and policies, such as approving a strategy and instructing management to focus investment on specific initiatives.


                    143. Frage
                    ......

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