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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Product and Service Lifecycle	17%	- Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire - Iterative and flexible application
Topic 2: Digital Product and Service Management Concepts	18%	- Value co-creation and stakeholder collaboration - Service relationships: provider, consumer, partners - Key definitions: product, service, value, outcome, cost, risk, utility, warranty
Topic 3: ITIL Management Practices	28%	- Technical Management Practices 1. Software development and management 2. Deployment management - Service Management Practices 1. Incident management 2. Change enablement 3. Problem management 4. Service level management - General Management Practices 1. Strategy management 2. Portfolio management 3. Relationship management
Topic 4: Four Dimensions of Product and Service Management	17%	- Information and Technology - Organizations and People - Holistic approach and interdependencies - Value Streams and Processes - Partners and Suppliers
Topic 5: ITIL Value System	20%	- Management Practices overview - Service Value Chain activities - Guiding Principles (7 principles and application) - Continual improvement - Governance

Peoplecert ITIL Foundation (Version 5) Sample Questions:

Question #1

Which of the following is a necessity to a successful service level agreement (SLAs)?

A. Vague targets, such as those related to user experience, should be avoided
B. Base the SLA on system-based metrics that are useful to the service provider
C. The language and terms used in the SLA should be commonly understood by all parties
D. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next

Reveal Solution Discussion 0

Correct Answer: C 🗳️