PeopleCert

ITIL Foundation prep

For anyone working with digital products and services who needs the shared ITIL vocabulary: value, the value system, the lifecycle and the guiding principles.

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The real exam

Questions	40 multiple choice, 1 mark each
Time	60 minutes (75 if taking it in a non-native language, where eligible)
Pass mark	26 of 40 (65%)
Negative marking	None
Book	Closed book
Prerequisites	None, training optional
Delivery	PeopleCert online proctored or via a training provider
Fee	Varies by country and bundle; check PeopleCert
Validity	3 years; renew with CPD points or a further exam
Syllabus	ITIL Foundation (Version 5), launched February 2026

What you get

lessons

hours of reading

160

original questions

full mock exams

Mocks follow the real rules: 40 questions in 60 minutes, flag and review.

Syllabus

Key ITIL terms and definitions30%

Value, co-creation, outputs and outcomes, utility and warranty, products, services, offerings, roles, costs, risks, relationships, experience and sustainability.

Four dimensions of product and service management10%

Organizations and people, information and technology, partners and suppliers, value streams and processes, plus PESTLE factors.

Product and service lifecycle10%

The eight activities: Discover, Design, Acquire, Build, Transition, Operate, Deliver, Support, used iteratively.

The ITIL value system40%

Guiding principles, governance, the value chain, management practices and continual improvement.

Value streams: identification, mapping and management5%

Core and enabling value streams, mapping waits and hand-offs, managing flow.

ITIL and AI2.5%

The AI Capability Model (6Cs), generative and agentic AI, responsible AI governance.

ITIL and other frameworks2.5%

How ITIL works with DevOps, agile, Lean and PRINCE2.

Course outline

ITIL (Version 5) and value · 4 lessons
Products, services and relationships · 5 lessons
The four dimensions · 3 lessons
The product and service lifecycle · 3 lessons
The ITIL value system · 6 lessons
The seven guiding principles · 4 lessons
Value streams, AI, frameworks and exam technique · 4 lessons

Try a question

A retailer and its cloud provider hold monthly reviews where the retailer explains seasonal peaks and the provider adjusts capacity plans. Which concept does this illustrate?

A. Value co-creation through active collaboration with the consumer

B. Utility, because the capacity plan defines what the service does for the retailer

C. Service offering, because the provider is describing its catalogue

D. Service consumption, where the consumer only receives resources

Show answer

Answer: A. ITIL says providers do not simply deliver value; it is co-created with consumers. Consumers bring knowledge, feedback and resources that shape the result.

A team celebrates that it closed 400 tickets last month, yet users report no improvement in their ability to work. Which statement BEST explains this?

A. The tickets were service requests, not incidents

B. The team confused utility with warranty

C. The users are customers rather than sponsors

D. The team measured outputs, not the outcomes users need

Show answer

Answer: D. Activity metrics can look healthy while outcomes do not improve. ITIL encourages measuring whether outputs actually enable outcomes that stakeholders value.

Passwell is an independent study resource and is not affiliated with, sponsored by or endorsed by PeopleCert or AXELOS. ITIL is a registered trademark of the PeopleCert group. All questions and lessons are original and are not taken from any PeopleCert exam or publication. Facts checked 2026-11-14.