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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 13-17% | - The service value chain - Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles |
| Topic 2: ITIL Guiding Principles | 15-19% | - Focus on value - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback - Start where you are |
| Topic 3: ITIL Practices | 34-38% | - Technical management practices - General management practices - Service management practices |
| Topic 4: The Four Dimensions of Service Management | 13-17% | - Partners and suppliers - Information and technology - Value streams and processes - Organizations and people |
| Topic 5: Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| Topic 6: ITIL Service Management Framework | 2-4% | - The four dimensions of service management - ITIL service value system (SVS) - ITIL guiding principles |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Question #1
According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?
A. Increased revenue only
B. Employee satisfaction
C. Market share dominance
D. Benefits for organization, its customers, and stakeholders
Question #2
Which value chain activity is assessed by evaluating the quality of the resources and services sourced from a third party?
A. Build
B. Acquire
C. Design
D. Discover
Question #3
What is a product prototype?
A. The process of releasing new or updated products to users
B. A finalized product specification approved for development
C. A request that triggers an agreed service action
D. An initial version of a product demonstrating its basic form and functionality
Question #4
Which service value chain activity relates with buying new products?
A. Engage
B. Obtain/build
C. Plan
D. Improve
Question #5
Which is a key requirement for successful service level agreements (SLAs)?
A. They should avoid ambiguous targets such as those relating to user experience
B. They should be written using language and terms which all parties will understand
C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D. They should be based on system-based metrics which are useful to the service provider
Solutions:
| Question #1 Answer: D | Question #2 Answer: B | Question #3 Answer: D | Question #4 Answer: B | Question #5 Answer: B |
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