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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. What does a service journey describe?

A) The internal workflows and processes of a service provider
B) The sequence of value chain activities
C) End-to-end interactions between a service provider and a service consumer
D) The end-to-end lifecycle of a product

2. Which of the following statements about the four dimensions of product and service management is CORRECT?

A) All four dimensions apply only to product design and not to management practices
B) All four dimensions are critical to effective and efficient facilitation of value
C) Each dimension on its own is sufficient to achieve the desired outcomes
D) All four dimensions focus mainly on the activities of the service value chain

3. 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

4. Which of the following terms BEST describes a change?

A) An unplanned interruption to a service or reduction in the quality of a service
B) The addition, modification or removal of anything that could have an effect on product and service
C) An underlying cause of one or more incidents
D) Any component that needs to be managed in order to deliver an IT service

5. How does 'access to resources' support value co-creation in a service interaction?

A) By allowing consumers to use provider resources
B) By limiting resource use to internal teams
C) By transferring responsibility for resources to consumers
D) By replacing service actions with automation

Solutions: