PeopleCert ITIL Foundation (Version 5) (ITIL-5-Foundation) Exam Questions

PeopleCert ITIL Foundation (Version 5) Exam Objectives

1. 1

   1.0 Digital Product and Service Management Concepts

   • 1.1This foundational module introduces the core concepts behind modern digital products and services. You’ll understand how value is created, delivered, and continuously improved across the complete lifecycle. The emphasis is on practical application in complex, technology-driven environments where products and services must adapt rapidly to changing customer needs.
   • 1.2Key Topics:
   • 1.3Value creation and value co-creation principles
   • 1.4Distinction between products and services in digital contexts
   • 1.5Continual improvement is a fundamental principle
   • 1.6Integration of digital technologies in service delivery
2. 2

   2.0 Value Co-Creation and Service Relationships

   • 2.1One of ITIL v5’s most significant enhancements is the expanded focus on value co-creation. This module explores how value emerges through collaboration between service providers, consumers, and stakeholders. You’ll learn to balance multiple perspectives, including outcomes, costs, risks, experience, and sustainability.
   • 2.2Key Topics:
   • 2.3Stakeholder engagement and collaboration models
   • 2.4Customer and employee experience management
   • 2.5Balancing competing priorities in value delivery
   • 2.6Measuring and demonstrating value
3. 3

   3.0 The Four Dimensions of Product and Service Management

   • 3.1ITIL v5 retains the four dimensions framework from ITIL 4 but enhances it with contemporary insights and practical guidance. This holistic approach ensures you consider all critical factors when managing digital products and services.
   • 3.2The Four Dimensions:
   • 3.3Organizations and People: Team structures, culture, roles, and competencies
   • 3.4Information and Technology: Data management, emerging technologies, and digital infrastructure
   • 3.5Partners and Suppliers: Ecosystem management and strategic partnerships
   • 3.6Value Streams and Processes: How activities transform inputs into valuable outcomes
4. 4

   4.0 The ITIL Service Value System (SVS)

   • 4.1The Service Value System is the framework that brings everything together. You’ll gain understanding of how guiding principles, governance, value chain activities, management practices, and continual improvement work in concert to create value.
   • 4.2Core Components:
   • 4.3Guiding principles for decision-making
   • 4.4Governance structures and accountability
   • 4.5Value chain activities (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support)
   • 4.6Integration of management practices
5. 5

   5.0 ITIL Guiding Principles

   • 5.1The seven ITIL guiding principles remain constant from ITIL 4, providing universal guidance for better decision-making and effective collaboration. These principles help you adapt ITIL practices to real-world digital environments regardless of organizational context.
   • 5.2The Seven Guiding Principles:
   • 5.3Focus on value
   • 5.4Start where you are
   • 5.5Progress iteratively with feedback
   • 5.6Collaborate and promote visibility
   • 5.7Think and work holistically
   • 5.8Keep it simple and practical
   • 5.9Optimize and automate
6. 6

   6.0 The Digital Product and Service Lifecycle

   • 6.1ITIL v5 introduces a unified Product and Service Lifecycle Model (PSLM) consisting of eight distinct activities that replace ITIL 4’s service value chain. This end-to-end lifecycle provides clear guidance from initial concept through retirement.
   • 6.2The Eight Lifecycle Activities:
   • 6.3Discover: Identify opportunities and understand customer needs
   • 6.4Design: Create solutions that deliver value
   • 6.5Develop: Build and configure products and services
   • 6.6Deploy: Release solutions to production environments
   • 6.7Deliver: Provide ongoing service delivery
   • 6.8Support: Resolve issues and maintain service quality
   • 6.9Optimize: Continuously improve performance
   • 6.10Retire: Safely decommission products and services
7. 7

   7.0 ITIL Management Practices

   • 7.1You’ll explore how ITIL’s 34 management practices provide consistent, effective ways of working across organizations. The Foundation syllabus introduces you to the purpose and basic concepts of key practices, with special emphasis on those most critical for day-to-day operations.
   • 7.2Practice Categories:
   • 7.3General Management Practices: Strategy management, portfolio management, relationship management
   • 7.4Service Management Practices: Incident management, problem management, change enablement, service level management
   • 7.5Technical Management Practices: Deployment management, software development and management
8. 8

   8.0 Value Stream Mapping and Management

   • 8.1new addition to ITIL v5, this module teaches you how to identify, map, and manage value streams to improve flow, visibility, and outcomes. Value stream thinking helps organizations optimize end-to-end delivery by identifying bottlenecks and waste.
   • 8.2Key Concepts:
   • 8.3Identifying value streams within your organization
   • 8.4Mapping activities and information flows
   • 8.5Measuring value stream performance
   • 8.6Optimizing for speed and quality
9. 9

   9.0 Continual Improvement Model

   • 9.1Continual improvement is embedded throughout ITIL v5, but this module specifically covers the step-by-step approach for driving organizational improvement. You’ll learn how to apply the continual improvement model to support long-term success.
   • 9.2The Model’s Steps:
   • 9.3What is the vision?
   • 9.4Where are we now?
   • 9.5Where do we want to be?
   • 9.6How do we get there?
   • 9.7Take action
   • 9.8we get there?
   • 9.9How do we keep the momentum going?
10. 10

    10 Extension Module: AI Governance (Optional)

    • 10.1While not part of the Foundation exam, ITIL v5 includes an AI Governance extension module that addresses the ethical, compliant, and responsible adoption of artificial intelligence. This optional certification focuses on risk management, transparency, accountability, and regulatory considerations in AI deployment.