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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 15-19% | - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Think and work holistically - Start where you are - Keep it simple and practical - Optimize and automate |
| ITIL Practices | 34-38% | - Service management practices - General management practices - Technical management practices |
| ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management |
| Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
| ITIL Service Value System | 13-17% | - The service value chain - Interaction between the service value chain and the guiding principles - Inputs, outputs, and activities of the service value chain |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which dimension is concerned with management of relationships with external organizations?
A) Organizations and people
B) Information and technology
C) Value streams and processes
D) Partners and suppliers
2. What is a value stream?
A) A series of steps an organization undertakes to enable value for consumers through management of products and services
B) A tangible or intangible deliverable of an activity
C) A configuration of an organization's resources designed to offer value for a consumer
D) A set of organizational resources and capabilities to achieve an objective
3. A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?
A) Analyze how the system will help patients achieve their goals
B) Evaluate the risks and financial consequences for the consumers
C) Understand why patients use the appointment service
D) Identify who the service consumers and key stakeholders are
4. Which value chain activity is assessed by evaluating the quality of the resources and services sourced from a third party?
A) Discover
B) Acquire
C) Build
D) Design
5. Which of the following statements about the four dimensions of product and service management is CORRECT?
A) All four dimensions focus mainly on the activities of the service value chain
B) All four dimensions are critical to effective and efficient facilitation of value
C) All four dimensions apply only to product design and not to management practices
D) Each dimension on its own is sufficient to achieve the desired outcomes
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B |
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