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

• Applying the change management of an organization in supporting CSI (questions 7-12);
• 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);
• 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);
• Ability in communicating effectively for the enablement of CSI (questions 21-28);
• Implementing change management for the organization in supporting CSI (questions 35-40).
• Using metrics as well as measurements in enabling CSI (questions 13-20);

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.

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Certification Path

The PeopleCert ITIL Practitioner Exam certification includes only one ITIL Practitioner certification exam.

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

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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.

Ability to Apply Management of Organizational Changes: The last domain evaluates the competence of the examinees in the following:

• Describing the role and impact of the Management of Organizational Changes in successful improvement
• Utilizing the relevant tools and techniques of the Management of Organizational Changes to support improvement in a specific given context
• Applying knowledge of the Management of Organizational Changes when planning and implementing improvements
• Describing the purpose and value of activities of the Management of Organizational Changes

ITIL ITIL-Practitioner Exam Syllabus Topics: