Exam Name: ITIL Foundation (Version 5)
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert Certification
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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Value System | 20% | - Guiding Principles (7 principles and application) - Governance - Management Practices overview - Service Value Chain activities - Continual improvement |
| Topic 2: Four Dimensions of Product and Service Management | 17% | - Holistic approach and interdependencies - Partners and Suppliers - Value Streams and Processes - Information and Technology - Organizations and People |
| Topic 3: Product and Service Lifecycle | 17% | - Iterative and flexible application - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire |
| Topic 4: ITIL Management Practices | 28% | - Technical Management Practices
|
| Topic 5: Digital Product and Service Management Concepts | 18% | - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty - Value co-creation and stakeholder collaboration |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
What does a service journey describe?
- A. The sequence of value chain activities
- B. End-to-end interactions between a service provider and a service consumer
- C. The end-to-end lifecycle of a product
- D. The internal workflows and processes of a service provider
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Which of the following is TRUE about value co-creation?
- A. Value is created only by the service provider and delivered to the consumer
- B. Value is defined and consumed by a service provider
- C. Value is created jointly through interactions between service providers and service consumers
- D. value is created independently of service relationships
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What BEST describes an event?
- A. The addition or removal of anything that could have a direct or indirect effect on services
- B. A sudden unplanned event causing great damage
- C. Any change of state that has significance for the management of a service
- D. A request from a user for a normal service action
Explanation: Only visible for ActualTestsIT members. You can sign-up / login (it's free).
What is a digital product?
- A. A formal description of one or more services designed to address consumer needs
- B. A combination of an organization's resources based on digital technology and designed to offer value to consumers
- C. The access to the service provider's resources and their use according to the agreed terms and conditions
- D. Actions performed by a service provider or jointly by a service provider and consumer
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An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?
- A. Average cost per service request
- B. Success rate of releases deployed into the live environment
- C. Percentage of value streams mapped
- D. Number of ideas generated for new services
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