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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which of the following activities BEST represents transfer of goods in a service offering?

A) A service provider supplies new laptops to the customer
B) A team attends a virtual training session
C) A customer receives advice from a helpdesk agent
D) A cloud user accesses shared online storage

2. Which chapter of a practice guide provides recommendations for the successful automation of the practice?

A) Organizations and people
B) Value streams and processes
C) Information and technology
D) Partners and suppliers

3. According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?

A) Overcomplicating solutions by ignoring practical, simple approaches
B) Losing opportunities for collaboration and shared understanding across teams
C) Failing to gather feedback needed to guide gradual improvement
D) Wasting time and losing valuable existing capabilities and resources

4. What does the ITIL Guiding Principle 'think and work holistically' emphasize?

A) Assigning responsibility for improvements to a single team
B) Ensuring all activities result in value creation for the stakeholders
C) Automating repetitive and manual tasks
D) Considering all components of the service value system when making decisions

5. Which two practices interact the MOST with the service desk practice?

A) Change enablement and incident management
B) Deployment management and change enablement
C) Incident management and service request management
D) Service request management and deployment management

Solutions: