ITIL ITIL-Practitioner : ITIL Practitioner Certification - IT Service Management

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The test has six sections, each with defined Learning Outcomes (LOs). Therefore, the training will focus on the following:

• Capability in utilizing ITSM concepts that are vital drivers of CSI and competence in applying the style of CSI in managing improvements within a given context for an organization (questions 29-34);
• Applying the change management of an organization in supporting CSI (questions 7-12);
• Ability to utilize ITSM concepts with importance in driving CSI; skills in applying the CSI style in managing improvements within a certain organizational context (these 2 sections provide for questions 1-6);
• Implementing change management for the organization in supporting CSI (questions 35-40).
• Using metrics as well as measurements in enabling CSI (questions 13-20);
• Ability in communicating effectively for the enablement of CSI (questions 21-28);

In addition to the above, there is also the Learning Outcome focused on one’s skills in applying the guiding principles for ITSM within the context of an actual world. This readiness to solve any real issue will be assessed through one of the questions in each section.

Ability to Use Metrics and Measurement: The next topic requires that the specialists possess the proficiency in:

• Defining the critical success factors utilizing a relevant hierarchical approach
• Designing reports
• Analyzing the critical success factors and key performance indicators in a specific given context to ensure that they are balanced between 4 categories
• Defining the current state assessment in a specific given context
• Determining the key performance indicators to underpin a critical success factor
• Applying knowledge of metrics and measurement when planning and implementing improvements

Reference: https://www.axelos.com/certifications/itil-certifications/itil-practitioner-level

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