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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Product and Service Management | 17% | - Organizations and People - Holistic approach and interdependencies - Information and Technology - Value Streams and Processes - Partners and Suppliers |
| ITIL Value System | 20% | - Service Value Chain activities - Governance - Management Practices overview - Guiding Principles (7 principles and application) - Continual improvement |
| Digital Product and Service Management Concepts | 18% | - Value co-creation and stakeholder collaboration - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Service relationships: provider, consumer, partners |
| ITIL Management Practices | 28% | - Technical Management Practices
|
| Product and Service Lifecycle | 17% | - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
1. Which of the following describes a management practice?
A) A visual representation of how an organization co-creates value with stakeholders
B) A set of organizational resources and capabilities designed to perform work or accomplish an objective
C) A set of interconnected activities that an organization performs to create and deliver products
D) A series of steps that an organization uses to create and deliver products
2. Which of the following is TRUE about value co-creation?
A) Value is defined and consumed by a service provider
B) Value is created jointly through interactions between service providers and service consumers
C) value is created independently of service relationships
D) Value is created only by the service provider and delivered to the consumer
3. Which metric is MOST appropriate for assessing the success of the 'build' value chain activity?
A) Percentage of service requests fulfilled on first contact
B) Customer satisfaction score after service delivery
C) Quality of the product solutions
D) Number of incidents resolved within agreed targets
4. Which activity focuses on securing and allocating necessary resources efficiently?
A) Deliver
B) Build
C) Discover
D) Acquire
5. Which dimension of product and service management addresses data and technologies used in digital product and services?
A) Information and technology
B) Value streams and processes
C) Partners and suppliers
D) Organizations and people
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
