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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles - The service value chain |
| Topic 2: The Four Dimensions of Service Management | 13-17% | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
| Topic 3: ITIL Practices | 34-38% | - Service management practices - Technical management practices - General management practices |
| Topic 4: ITIL Guiding Principles | 15-19% | - Progress iteratively with feedback - Think and work holistically - Collaborate and promote visibility - Keep it simple and practical - Start where you are - Optimize and automate - Focus on value |
| Topic 5: ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL service value system (SVS) - ITIL guiding principles |
| Topic 6: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. What enables the digital product and service management activities of an organization?
A) Value chain
B) Management practices
C) Vision and operating model
D) Value stream steps
2. Which activity has the purpose of developing, integrating, and testing digital products to transform designs into functional solutions?
A) Discover
B) Build
C) Operate
D) Support
3. Which statement BEST describes service quality?
A) A documented agreement between a service provider and a customer
B) The totality of characteristics of a service that determine its ability to satisfy stated needs
C) The assurance that a service will meet agreed requirements and is fit for use
D) The functionality provided by a product or service to meet a particular need
4. Which guiding principle emphasizes understanding how all parts of an organization function together as an integrated system?
A) Think and work holistically
B) Focus on value
C) Keep it simple and practical
D) Progress iteratively with feedback
5. Which of the following is NOT an activity of digital product and service lifecycle?
A) Agree
B) Acquire
C) Discover
D) Build
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A |
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