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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: The Four Dimensions of Service Management | 13-17% | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Topic 2: Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| Topic 3: ITIL Practices | 34-38% | - Service management practices - Technical management practices - General management practices |
| Topic 4: ITIL Guiding Principles | 15-19% | - Collaborate and promote visibility - Think and work holistically - Start where you are - Keep it simple and practical - Focus on value - Progress iteratively with feedback - Optimize and automate |
| Topic 5: ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL guiding principles - ITIL service value system (SVS) |
| Topic 6: ITIL Service Value System | 13-17% | - Interaction between the service value chain and the guiding principles - The service value chain - Inputs, outputs, and activities of the service value chain |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the continual improvement model does this activity represent?
A) Take action
B) Where do we want to be?
C) Where are we now?
D) What is the vision?
2. Which set correctly lists the components of the ITIL Value System (VS)?
A) Guiding principles, governance, value chain, management practices, continual improvement
B) Guiding principles, governance, discover, deliver
C) Value streams, projects, releases, incidents, changes
D) Products, services, customers, suppliers, partners
3. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
A) Release management
B) Relationship management
C) Supplier management
D) Service management
4. What does a product specification primarily describe?
A) The ability of a system to remain operational
B) The process of merging code into a central repository
C) The initial creation used for testing a product's design
D) Critical aspects, requirements, and characteristics of a product
5. Which term BEST describes a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
A) Partnership
B) Culture
C) Organization
D) Service Journey
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
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