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ITIL-Practitioner ITIL Practitioner

ITIL Practitioner Certification - IT Service Management
Multiple choice examination questions
40 questions
28 marks required to pass (out of 40 available) - 70%
135 minutes’ duration
Open book. Candidates are permitted to use the official printed hard copy of the ITIL ® Practitioner Guidance. The manual may be annotated and tabulated but no sticky notes and loose leaf papers containing additional notes will be allowed.

ITIL Practitioner is complementary to all levels of knowledge from the ITIL certification scheme as it will help ensure that ITSM is working with the business.

To take the ITIL Practitioner exam- individuals must hold either an ITIL v3 Foundation* or an ITIL 4 Foundation certificate.
ITIL Practitioner is not a prerequisite for the ITIL Intermediate Level certifications.
ITIL Practitioner is worth three credits towards the ITIL Expert qualification. ITIL Practitioner is also worth 15 points towards your ITIL digital badge as part of our My ITIL programme. The examination is open book and made up of multiple choice questions based on a scenario. Pre-requisite qualifications: Delegates wishing to take this examination must be able to show evidence of having passed either the version 3 ITIL Foundation examination- or the version 2 ITIL Foundation examination plus the Foundation Bridge examination. Training: Though formal training is not mandatory- attendance at an accredited ITIL Practitioner course is strongly recommended. Material permitted: The examination is ‘open book’- i.e. the ITIL Practitioner Guidance publication is allowed for reference during the examination. Examination duration: 2 hours and 15 minutes Format: The examination is scenario-based i.e. the questions relate to a case study. This case study (referred to as the ‘Scenario’) is the same for all demo and official exams. The Scenario is included in the Scenario Booklet (see also the demo papers available on AXELOS.com) along with 6 sets of additional information necessary to answer each section of questions. There are 6 sets of multiple choice questions (MCQs) in the Question Booklet- and each set tests particular learning outcomes from the candidate’s course of study (see the table below). There are 40 questions in total and each question is worth 1 mark. Pass mark: Candidates are expected to achieve a score of 70% (28 marks) or higher in order to pass the examination and be awarded certification. 1 1.1 Apply the concept of ‘adopt and adapt’ when using ITIL guidance in a given context (1.1) 1.2 Analyze the importance of each element of a service when planning and implementing service improvements (1.2) 2 2.1 Apply the ITSM guiding principles in a given context when planning and implementing service improvements (Ch.2) 3 3.1 Describe the purpose and main outputs of each step of the CSI Approach (3.1.1- 3.2.1-6) 3.2 Use the CSI Approach tools and techniques successfully in a given specific context (3.1-2) 3.3 Apply the CSI approach to a given context- demonstrating an understanding of the critical competences- the guiding principles and the scientific method (Ch.3) 4 4.1 Define critical success factors (CSFs) using a relevant hierarchical approach (4.2-3) 4.2 Determine key performance indicators (KPIs) to underpin a critical success factor (4.2) 4.3 Analyze CSFs and KPIs in a given context to ensure that they are balanced between the four categories (4.4) 4.4 Define a current state assessment in a given context (4.5) 4.5 Design a report in a given context (4.6-4.6.1) 4.6 Apply knowledge of metrics and measurement when planning and implementing improvements- particularly in the context of the CSI approach and/or the guiding principles (Ch.4- 3.2- Ch.2) 5 5.1 Explain the nature- value- importance and benefits of good communication (5.1- 5.1.3) 5.2 Explain communication principles (5.2) 5.3 Explain the purpose and value of communication tools and techniques (7.3- 5.3) 5.4 Use relevant communication tools and techniques to support improvement in a given context (7.3-7.4- 5.3) 5.5 Apply knowledge of communications when planning and implementing improvements- particularly in the context of the CSI approach and/or the guiding principles (Ch.5- 3.2- Ch.2) 6 6.1 Explain the role and impact of OCM in successful improvement (6.1- 6.4- 6.6) 6.2 Describe the purpose and value of OCM activities (6.6) 6.3 Use relevant OCM tools and techniques to support improvement in a given context (7.4- 6.6) 6.4 Apply knowledge of OCM when planning and implementing improvements- particularly in the context of the CSI approach and/or the guiding principles (Ch.6- 3.2- Ch.2)
ITIL Practitioner
ITIL Practitioner benefits

IT management Reference ebook

management trends main as much as ITIL

a few years ago I wrote a choicest-promoting ebook IT systems management that provided useful, proven practices to enhance IT infrastructure methods. I based mostly the book on my two decades in IT infrastructure administration. several of the skilled reviewers who critiqued the publication commented on how carefully it aligned itself with the IT Infrastructure Library (ITIL). at the time I had little idea what ITIL become and even less on what it changed into all about. however due to the fact that business certified had been mildly complimenting (ITIL critics may additionally say accusing) me for writing on the way to apply the concept of ITIL, I felt I vital to be taught greater about it.

during the past three years I learned a great deal about ITIL, fitting certified as an ITIL practitioner and teacher, heading up several ITIL implementations, speakme on ITIL at a lot of conferences and seminars and certifying over 200 IT certified on the basics of the ITIL framework. The purpose of this part of the IT administration e-book is to share with you the concepts of ITIL, my experiences with implementing these ideas and assistance on the numerous certifications thinking with this set of administration optimal practices. We start with a look at one of the vital traits main up to initiation of ITIL.

during the last 25 years, managers have subsidized a few initiatives to increase the general effectivity of their guidance technology (IT) infrastructures. Some of those ended well-nigh as quickly as started, main some detractors to label them as 'the management fad of the month'. Initiatives that fell into this class included satisfactory circles, focal point groups, and work simplification programs.

different initiatives geared themselves toward the more beneficial administration of personnel. This protected mentoring programs, employee empowerment, move-working towards, and rotation of staff assignments. while these initiatives had been worthwhile and valuable, they required ongoing executive aid to maintain their existence. unluckily, when govt turnover occurred as it inevitably does, lots of these very own development initiatives grew to become over as well.

within the late Eighties and early Nineties a new sequence of process administration initiatives took grasp in American industry. Fueled by using excessive overseas competition, these American initiatives focused on a variety of the way to increase the quality of items and features. total quality management, continual system improvement, statistical manner controls and the Malcolm Baldrige country wide excellent Award were among the many movements that attempted to raise the high-quality of yankee output within the world economic system. most effective remnants of these programs are nevertheless evident nowadays, with the Six Sigma defect reduction initiative the one superb exception.

What this tells us is that method improvement classes are easy to delivery, complex to sustain and prone to very short life cycles. So what's it about ITIL that has made it extra lengthy lasting than the others? where and the way did it beginning? Why did it take so long for it to develop into evident within the u.s.? The subsequent part will reply these questions.


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