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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| The Four Dimensions of Service Management | 13-17% | - Organizations and people - Value streams and processes - Partners and suppliers - Information and technology |
| 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 |
| ITIL Practices | 34-38% | - General management practices - Service management practices - Technical management practices |
| ITIL Guiding Principles | 15-19% | - Focus on value - Start where you are - Keep it simple and practical - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically |
| Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| ITIL Service Management Framework | 2-4% | - ITIL guiding principles - ITIL service value system (SVS) - The four dimensions of service management |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
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. Relationship management
- B. Supplier management
- C. Service management
- D. Release management
Correct Answer: B 🗳️
Which is an activity of the 'problem management' practice?
- A. Restoration of normal service operation as quickly as possible
- B. Resolution of incidents in a time that meets customer expectations
- C. Authorization of changes to resolve the cause of problems
- D. Prioritization of problems based on the risk that they pose
Correct Answer: D 🗳️
What is a digital service?
- A. A service that fully or largely relies on digital products.
- B. A combination of technology resources designed for consumers
- C. A catalogue of services for consumers
- D. The transfer of goods from provider to consumer
Correct Answer: A 🗳️
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What does sustainability assure in the context of a service or product?
- A. The service will meet the agreed requirements
- B. The service delivers the required functionality to meet business needs
- C. The service will continually meet requirements for environmental responsibility
- D. The service supports the performance of the consumer
Correct Answer: C 🗳️
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Which metric is MOST appropriate for assessing the success of the 'build' value chain activity?
- A. Quality of the product solutions
- B. Percentage of service requests fulfilled on first contact
- C. Customer satisfaction score after service delivery
- D. Number of incidents resolved within agreed targets
Correct Answer: A 🗳️
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