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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| ITIL Guiding Principles | 15-19% | - Optimize and automate - Think and work holistically - Start where you are - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility |
| ITIL Practices | 34-38% | - General management practices - Technical management practices - Service management practices |
| 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 Service Management Framework | 2-4% | - The four dimensions of service management - ITIL guiding principles - ITIL service value system (SVS) |
| The Four Dimensions of Service Management | 13-17% | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Which of the following statements about 'outcomes' is TRUE?
- A. The delivery of products to a stakeholder is enabled by outcomes
- B. The level of expenses regarding a technology for a service is defined by an outcome
- C. An outcome depends on at least one output to deliver a result
- D. Outcomes provide assurance to stakeholders regarding the performance of a service
Correct Answer: C 🗳️
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Which guiding principle emphasizes understanding how all parts of an organization function together as an integrated system?
- A. Progress iteratively with feedback
- B. Think and work holistically
- C. Focus on value
- D. Keep it simple and practical
Correct Answer: B 🗳️
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Which of the following BEST describes a release?
- A. A cause, or potential cause, of one or more incidents
- B. The addition, modification, or removal of anything that could affect services
- C. An unplanned interruption to a service or reduction in the quality of a service
- D. A version of a product, service, or other configuration item made available for use
Correct Answer: D 🗳️
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Which of the following is typically used to establish a shared understanding of expected and achieved service quality?
- A. Product and service roadmaps
- B. Service level agreement
- C. Service level requirements
- D. Product specification
Correct Answer: B 🗳️
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Which governance activity is focused on ensuring adherence with policies and strategic direction?
- A. Discover
- B. Evaluate
- C. Monitor
- D. Direct
Correct Answer: C 🗳️
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