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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Partners and Suppliers - Information and Technology - Value Streams and Processes - Organizations and People |
| Topic 2: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 3: Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty |
| Topic 4: ITIL Management Practices | 28% | - General Management Practices
|
| Topic 5: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Continual improvement - Service Value Chain activities - Management Practices overview - Governance |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which dimension of product and service management addresses data and technologies used in digital product and services?
A) Value streams and processes
B) Partners and suppliers
C) Information and technology
D) Organizations and people
2. Which is the main form of service interaction between service consumers and digital services?
A) Delivery of goods
B) Service actions
C) Access to resources
D) Transfer of goods
3. The board of directors approves a new digital strategy and instructs management to prioritize investment in cloud infrastructure to support future growth. Which governance activity does this represent?
A) Direct
B) Evaluate
C) Engage stakeholders
D) Monitor
4. Why are management practices important for value chain activities?
A) They replace value chain activities with standardized processes
B) They enable value chain activities by providing the required capabilities
C) They ensure activities are performed in a fixed order
D) They define the organization's purpose and strategy
5. Which of the following is NOT a success metric of 'discover' activity?
A) Service performance against the agreed SLA targets
B) Market relevance of the products and service offerings
C) Stakeholder satisfaction with products and service offerings
D) Strategic fit of the organization's products and service offerings
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |
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