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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Value Streams and Processes - Organizations and People - Information and Technology - Partners and Suppliers |
| Topic 2: ITIL Management Practices | - Service Management Practices Overview - Technical Management Practices Overview - General Management Practices Overview |
| Topic 3: ITIL Service Value System (SVS) | - Governance - Continual Improvement - Service Value Chain - Guiding Principles |
| Topic 4: Key Concepts of Service Management | - Organizations, Service Providers, Service Consumers - Products and Services - Value and Value Co-Creation |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. What does ITIL emphasize as a key difference between Value stream mapping' and Value stream management?
A) Mapping applies to services, while management applies to products
B) Mapping is used only for reporting, while management is used only for auditing
C) Mapping identifies how value flows, while management ensures the value stream performs effectively over time
D) Mapping focuses on cost control, while management focuses on risk avoidance
2. How should the ITIL Guiding Principle 'collaborate and promote visibility' be applied?
A) By capturing feedback after each iteration
B) By reusing existing processes wherever possible
C) By involving stakeholders and sharing information with them
D) By limiting communication to management only
3. What is the role of governance within the ITIL Service Value System?
A) To define and manage process activities for service delivery
B) To perform day-to-day service operations
C) To provide detailed technical guidance for service design
D) To ensure organizational activities are directed and controlled
4. A printer is delivered to a customer, while ongoing maintenance and support are provided by the supplier. Which combination of service interactions is shown in this situation?
A) Service offering and service actions
B) Transfer of goods and service actions
C) Access to resources and service actions
D) Transfer of goods and service journey
5. What is the MAIN purpose of the 'discover' activity?
A) To maintain and monitor digital products
B) To develop and test digital productsTo develop and test digital products
C) To secure and allocate resources efficiently
D) To align product capabilities with consumer needs and strategy
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: D |
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