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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 28% | - Service Management Practices
|
| Topic 2: Digital Product and Service Management Concepts | 18% | - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners - Value co-creation and stakeholder collaboration |
| Topic 3: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Continual improvement - Governance - Service Value Chain activities - Management Practices overview |
| Topic 4: Four Dimensions of Product and Service Management | 17% | - Partners and Suppliers - Organizations and People - Information and Technology - Holistic approach and interdependencies - Value Streams and Processes |
| Topic 5: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
How does ITIL describe the way the Guiding Principles should be applied together?
- A. They should be used collectively and balanced based on the situation
- B. They should be applied independent of each other
- C. They should be applied one at a time in a fixed sequence
- D. They replace the need for governance and management practices
Correct Answer: A 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
What is a digital product?
- A. The access to the service provider's resources and their use according to the agreed terms and conditions
- B. A combination of an organization's resources based on digital technology and designed to offer value to consumers
- C. Actions performed by a service provider or jointly by a service provider and consumer
- D. A formal description of one or more services designed to address consumer needs
Correct Answer: B 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
A service provider commits to using recyclable components, reducing carbon emissions, and maintaining transparent supply chains. Which concept does this commitment represent?
- A. User experience
- B. Utility
- C. Sustainability
- D. Warranty
Correct Answer: C 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
Which activity ensures that new or changes products are seamlessly introduced in the live environment?
- A. Deliver
- B. Build
- C. Transition
- D. Operate
Correct Answer: C 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
Why are Value streams and processes' important in product and service management?
- A. They specify the tools used for service monitoring
- B. They show how activities are coordinated to create and deliver value
- C. They describe supplier agreements and help manage contracts
- D. They define organizational hierarchies and reporting lines
Correct Answer: B 🗳️
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