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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL service value system (SVS) - ITIL guiding principles |
| ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles |
| ITIL Practices | 34-38% | - Technical management practices - Service management practices - General management practices |
| The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| ITIL Guiding Principles | 15-19% | - Optimize and automate - Keep it simple and practical - Think and work holistically - Progress iteratively with feedback - Collaborate and promote visibility - Start where you are - Focus on value |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. What does the ITIL Guiding Principle 'think and work holistically' emphasize?
A) Ensuring all activities result in value creation for the stakeholders
B) Considering all components of the service value system when making decisions
C) Automating repetitive and manual tasks
D) Assigning responsibility for improvements to a single team
2. What distinguishes 'continuous deployment' from continuous delivery?
A) Continuous deployment automatically deploys changes to production
B) Continuous delivery requires manual code integration
C) Continuous delivery eliminates testing activities
D) Continuous deployment prevents frequent releases
3. Which ITIL concept includes governance, practices, and continual improvement?
A) The 'focus on value' ITIL Guiding Principle
B) The ITIL Value System
C) The 'value streams and processes' dimension
D) The 'deliver' and 'support' value chain activities
4. Which dimension of product and service management is concerned with relationships with other organizations that are involved in discovery, design and continual improvement of product?
A) Organizations and people
B) Information and technology
C) Value streams and processes
D) Partners and suppliers
5. Which is an activity of the 'problem management' practice?
A) Prioritization of problems based on the risk that they pose
B) Resolution of incidents in a time that meets customer expectations
C) Restoration of normal service operation as quickly as possible
D) Authorization of changes to resolve the cause of problems
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: A |
