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

• 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);
• Using metrics as well as measurements in enabling CSI (questions 13-20);
• Ability in communicating effectively for the enablement of CSI (questions 21-28);
• 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);
• Implementing change management for the organization in supporting CSI (questions 35-40).

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.

The ITIL Practitioner test checks the applicants’ knowledge of the processes of adopting and adapting the ITIL framework in supporting the organization’s business objectives. Moreover, it assesses the competence of the individuals in the ITIL language. It is also important to have proficiency in translating and using this language in practice. In addition, this certification exam focuses on the CSI approach as a method of structuring improvement initiatives in any company. It also covers three core areas that are critical to improvement initiatives’ success. These include measurement & metrics, communication, and management of organizational changes.

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

This test includes several domains. The applicants should get acquainted with them in advance. They may download the official exam syllabus from the certification webpage. The highlights of the subject areas that are covered in the test are enumerated below:

Ability to Use IT Service Management Concepts: The first section assesses the skills of the test takers in the following:

• Analyzing the importance of each element of service when planning and applying service improvements
• Applying the ‘adopt and adapt’ concept when utilizing the Information Technology Infrastructure Library guidance in a specific context

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