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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 15-19% | - Progress iteratively with feedback - Optimize and automate - Start where you are - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Think and work holistically |
| Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL service value system (SVS) - ITIL guiding principles |
| ITIL Practices | 34-38% | - Technical management practices - General management practices - Service management practices |
| 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 |
| The Four Dimensions of Service Management | 13-17% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
A telecom provider designs an enterprise package that combines internet, VoIP, network security and technical support. Which concept does this illustrate?
- A. Service action
- B. Access to resources
- C. Transfer of goods
- D. Service offering
Correct Answer: D 🗳️
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A healthcare IT provider is planning to launch a new digital appointment system. According to
'Focus on value', what should the organization do first?
- A. Identify who the service consumers and key stakeholders are
- B. Evaluate the risks and financial consequences for the consumers
- C. Understand why patients use the appointment service
- D. Analyze how the system will help patients achieve their goals
Correct Answer: A 🗳️
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What is the MAIN purpose of using feedback throughout improvement iterations?
- A. To avoid changes in project priorities during implementation
- B. To prevent the need for further adjustments once work has started
- C. To confirm that all stakeholder opinions are in agreement
- D. To ensure that improvement actions remain relevant and effective in changing circumstances
Correct Answer: D 🗳️
Explanation: Only visible for BraindumpsIT members. You can sign-up / login (it's free).
Which BEST explains why an organization might choose to engage external suppliers?
- A. To minimize reliance on third-party providers
- B. To remove the need for oversight, governance, and internal management
- C. To maintain greater control and visibility over service delivery
- D. To obtain capabilities that are difficult to develop internally
Correct Answer: D 🗳️
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Why does ITIL consider outcomes, costs, and risks together when explaining value cocreation?
- A. Because costs are more important than outcomes
- B. Because risks are more important than outcomes
- C. Because outcomes eliminate the need to manage costs and risks
- D. Because value is created when desired outcomes are achieved while costs and risks are optimized
Correct Answer: D 🗳️
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