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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Peoplecert ITIL Foundation (Version 5) Sample Questions:

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

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

2. Which is an activity of the 'problem management' practice?

A) Restoration of normal service operation as quickly as possible
B) Authorization of changes to resolve the cause of problems
C) Resolution of incidents in a time that meets customer expectations
D) Prioritization of problems based on the risk that they pose

3. Which of the following BEST describes an operating model?

A) A set of organizational resources designed for performing specific work or achieving a particular objective
B) A recommendation that guides an organization's actions and decisions in all circumstances
C) A conceptual and visual representation of how an organization co-creates value with its customers
D) A set of rules that ensures consistent decision-making and accountability within the organization

4. Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.

A) Event
B) Known error
C) Problem
D) Change

5. How does the 'organizations and people' dimension contribute to effective product and service management?

A) By defining the technologies used to deliver services
B) By ensuring skills, culture, and communication support value creation
C) By automating workflows across value streams
D) By managing relationships with external organizations

Solutions: