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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Value co-creation and stakeholder collaboration |
| Topic 2: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 3: Four Dimensions of Product and Service Management | 17% | - Information and Technology - Partners and Suppliers - Holistic approach and interdependencies - Organizations and People - Value Streams and Processes |
| Topic 4: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Continual improvement - Service Value Chain activities - Management Practices overview - Governance |
| Topic 5: ITIL Management Practices | 28% | - Service Management Practices
|
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. What is the MAIN purpose of the 'discover' activity?
A) To align product capabilities with consumer needs and strategy
B) To develop and test digital productsTo develop and test digital products
C) To secure and allocate resources efficiently
D) To maintain and monitor digital products
2. How should the seven guiding principles be combined when an organization is making a decision?
A) By selecting one guiding principle to follow as the main basis for every decision
B) By using all the guiding principles equally when making any decision
C) By considering each guiding principle to understand its relevance before applying it
D) By using the 'keep it simple and practical' principle and one or two others that are relevant to the specific decision
3. 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) Wasting time and losing valuable existing capabilities and resources
B) Overcomplicating solutions by ignoring practical, simple approaches
C) Losing opportunities for collaboration and shared understanding across teams
D) Failing to gather feedback needed to guide gradual improvement
4. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A) Service level management
B) Information security management
C) Continual improvement
D) Monitoring and event management
5. Which of the following is a key success metric for the 'acquire' activity?
A) Service performance against the agreed SLA targets
B) Number and impact of incidents and performance deviations
C) Quality of the resources and services outsourced from suppliers
D) Negative impact of changes on service availability and performance
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |
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