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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Service Value Chain - Governance - Guiding Principles - Continual Improvement |
| The Four Dimensions of Service Management | - Value Streams and Processes - Partners and Suppliers - Information and Technology - Organizations and People |
| ITIL Management Practices | - General Management Practices Overview - Service Management Practices Overview - Technical Management Practices Overview |
| Key Concepts of Service Management | - Organizations, Service Providers, Service Consumers - Value and Value Co-Creation - Products and Services |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Question 1
Which option is CORRECT in the context of a digital product and a digital service?
A. A digital product replaces the need for services
B. A digital service enables value through the use of digital products
C. A digital service is independent of a digital product
D. A digital service is limited to internal IT systems
Question 2
Which statement BEST describes service quality?
A. A documented agreement between a service provider and a customer
B. The functionality provided by a product or service to meet a particular need
C. The assurance that a service will meet agreed requirements and is fit for use
D. The totality of characteristics of a service that determine its ability to satisfy stated needs
Question 3
An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?
A. Success rate of releases deployed into the live environment
B. Percentage of value streams mapped
C. Number of ideas generated for new services
D. Average cost per service request
Question 4
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. Supplier management
B. Release management
C. Relationship management
D. Service management
Question 5
What is the MAIN purpose of using feedback throughout improvement iterations?
A. To prevent the need for further adjustments once work has started
B. To avoid changes in project priorities during implementation
C. To confirm that all stakeholder opinions are in agreement
D. To ensure that improvement actions remain relevant and effective in changing circumstances
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: A | Question 5 Answer: D |
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