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 |
|---|---|---|
| Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| ITIL Practices | 34-38% | - Technical management practices - General management practices - Service management practices |
| ITIL Service Value System | 13-17% | - Interaction between the service value chain and the guiding principles - Inputs, outputs, and activities of the service value chain - The service value chain |
| ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - The four dimensions of service management - ITIL guiding principles |
| The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| ITIL Guiding Principles | 15-19% | - Start where you are - Think and work holistically - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback - Focus on value |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Why is it important to seek feedback before, during, and after each iteration?
- A. To document all activities in detail before starting the next iteration
- B. To ensure the project plan remains fixed and unchanged throughout development
- C. To allow the team to follow the original design without interruption
- D. To ensure that each iteration is aligned with changing circumstances
Correct Answer: D 🗳️
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Which of the following is TRUE regarding services and desired outcomes?
- A. Services guarantee that all intended outcomes will be achieved
- B. Services always result in positive effects without exceptions
- C. Services completely eliminate risks associated with achieving outcomes
- D. Services may have unintended and surprising outcomes, both positive and negative
Correct Answer: D 🗳️
Explanation: Only visible for TestKingIT members. You can sign-up / login (it's free).
What is service quality most concerned with?
- A. The social responsibility of a service provider
- B. How well a service meets agreed requirements and expectations
- C. How quickly incidents are resolved
- D. The speed of service development
Correct Answer: B 🗳️
Explanation: Only visible for TestKingIT members. You can sign-up / login (it's free).
Which dimension of digital product and service management ensures whoever is working in an organization has sufficient skills to support anticipated needs?
- A. Value streams and processes
- B. Partners and suppliers
- C. Organizations and people
- D. Information and technology
Correct Answer: C 🗳️
Explanation: Only visible for TestKingIT members. You can sign-up / login (it's free).
Which is an activity of the 'incident management' practice?
- A. Providing good-quality updates when expected
- B. Performing service reviews with customers
- C. Automating service requests to the greatest degree possible
- D. Assessing and prioritizing improvement opportunities
Correct Answer: A 🗳️
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