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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Products and Services - Organizations, Service Providers, Service Consumers - Value and Value Co-Creation |
| The Four Dimensions of Service Management | - Organizations and People - Information and Technology - Value Streams and Processes - Partners and Suppliers |
| ITIL Service Value System (SVS) | - Continual Improvement - Service Value Chain - Governance - Guiding Principles |
| ITIL Management Practices | - Technical Management Practices Overview - General Management Practices Overview - Service Management Practices Overview |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Which of the following BEST describes an operating model?
- A. A recommendation that guides an organization's actions and decisions in all circumstances
- B. A set of rules that ensures consistent decision-making and accountability within the organization
- C. A set of organizational resources designed for performing specific work or achieving a particular objective
- D. A conceptual and visual representation of how an organization co-creates value with its customers
Correct Answer: D 🗳️
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Which lifecycle activity is focused on creating prototypes and specifications?
- A. Support
- B. Deliver
- C. Design
- D. Transition
Correct Answer: C 🗳️
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Which term is used to describe removing something that could have an effect on a service?
- A. An IT asset
- B. An incident
- C. A change
- D. A problem
Correct Answer: C 🗳️
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Which metric is MOST appropriate for assessing the success of the 'build' value chain activity?
- A. Customer satisfaction score after service delivery
- B. Quality of the product solutions
- C. Percentage of service requests fulfilled on first contact
- D. Number of incidents resolved within agreed targets
Correct Answer: B 🗳️
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Which service value chain activity relates with buying new products?
- A. Obtain/build
- B. Engage
- C. Improve
- D. Plan
Correct Answer: A 🗳️
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