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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Service Value Chain activities - Governance - Management Practices overview - Continual improvement |
| Topic 2: Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
| Topic 3: Digital Product and Service Management Concepts | 18% | - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners |
| Topic 4: ITIL Management Practices | 28% | - General Management Practices
|
| Topic 5: Four Dimensions of Product and Service Management | 17% | - Information and Technology - Holistic approach and interdependencies - Partners and Suppliers - Organizations and People - Value Streams and Processes |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Which type of service relationship typically focuses on support and efficiency through standardized services?
- A. Collaborative relationship
- B. Cooperative relationship
- C. Partner relationship
- D. Basic relationship
Correct Answer: D 🗳️
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What is a value stream?
- A. A tangible or intangible deliverable of an activity
- B. A configuration of an organization's resources designed to offer value for a consumer
- C. A set of organizational resources and capabilities to achieve an objective
- D. A series of steps an organization undertakes to enable value for consumers through management of products and services
Correct Answer: D 🗳️
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According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?
- A. Overcomplicating solutions by ignoring practical, simple approaches
- B. Failing to gather feedback needed to guide gradual improvement
- C. Losing opportunities for collaboration and shared understanding across teams
- D. Wasting time and losing valuable existing capabilities and resources
Correct Answer: D 🗳️
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Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?
- A. Value streams and processes
- B. Organizations and people
- C. Partners and suppliers
- D. Information and technology
Correct Answer: B 🗳️
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Which service value chain activity relates with buying new products?
- A. Plan
- B. Improve
- C. Engage
- D. Obtain/build
Correct Answer: D 🗳️
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