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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles |
| The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management |
| ITIL Guiding Principles | 15-19% | - Focus on value - Keep it simple and practical - Progress iteratively with feedback - Start where you are - Collaborate and promote visibility - Optimize and automate - Think and work holistically |
| ITIL Practices | 34-38% | - Service management practices - General management practices - Technical management practices |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which of the following BEST describes an outcome in a service relationship?
A) A software product provided to the consumer by the service provider
B) A tangible or intangible deliverable created during a service activity
C) A result achieved by a stakeholder through the use of at least one output
D) A specific task completed by the service provider as part of service delivery
2. What is a value stream?
A) A configuration of an organization's resources designed to offer value for a consumer
B) A series of steps an organization undertakes to enable value for consumers through management of products and services
C) A set of organizational resources and capabilities to achieve an objective
D) A tangible or intangible deliverable of an activity
3. What is a digital product?
A) A combination of an organization's resources based on digital technology and designed to offer value to consumers
B) Actions performed by a service provider or jointly by a service provider and consumer
C) A formal description of one or more services designed to address consumer needs
D) The access to the service provider's resources and their use according to the agreed terms and conditions
4. Why does the ITIL Continual Improvement Model begin by defining the vision?
A) To identify improvement actions and assign responsibilities
B) To ensure improvement efforts are aligned with the organization's objectives
C) To confirm whether previous improvement initiatives were successful
D) To document current performance metrics before changes are made
5. An IT support engineer assisting a user in configuring their laptop is an example of which concept?
A) Service actions
B) Transfer of goods
C) Sustainability
D) Access to resources
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |
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