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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| Topic 2: ITIL Guiding Principles | 15-19% | - Keep it simple and practical - Start where you are - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically - Optimize and automate - Focus on value |
| Topic 3: ITIL Service Value System | 13-17% | - Interaction between the service value chain and the guiding principles - Inputs, outputs, and activities of the service value chain - The service value chain |
| Topic 4: The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
| Topic 5: ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - The four dimensions of service management - ITIL guiding principles |
| Topic 6: ITIL Practices | 34-38% | - General management practices - Technical management practices - Service management practices |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Which of the following is typically used to establish a shared understanding of expected and achieved service quality?
- A. Product specification
- B. Service level requirements
- C. Product and service roadmaps
- D. Service level agreement
Correct Answer: D 🗳️
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Which type of service relationship typically focuses on support and efficiency through standardized services?
- A. Cooperative relationship
- B. Basic relationship
- C. Partner relationship
- D. Collaborative relationship
Correct Answer: B 🗳️
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Which role takes responsibility for the outcomes of service consumption?
- A. Organization
- B. Sponsor
- C. Customer
- D. Service provider
Correct Answer: C 🗳️
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When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
- A. Partners and suppliers
- B. Value streams and processes
- C. Information and technology
- D. Organizations and people
Correct Answer: A 🗳️
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What is the MAIN purpose of value stream mapping in an organization?
- A. To control external stakeholders directly
- B. To enhance and support management practices
- C. To identify and prioritize improvement opportunities
- D. To automate service monitoring
Correct Answer: C 🗳️
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