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Ability to Use Metrics and Measurement: The next topic requires that the specialists possess the proficiency in:
- Applying knowledge of metrics and measurement when planning and implementing improvements
- Designing reports
- Defining the critical success factors utilizing a relevant hierarchical approach
- Determining the key performance indicators to underpin a critical success factor
- Defining the current state assessment in a specific given context
- Analyzing the critical success factors and key performance indicators in a specific given context to ensure that they are balanced between 4 categories
Reference: https://www.axelos.com/certifications/itil-certifications/itil-practitioner-level
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Training Course for the ITIL Practitioner Exam
If you are intending to engage a qualified trainer, ITIL extends preparation through the AXELOS’ ATOs. These are organizations that have been approved to provide official tutoring. One way that they do it is by the in-classroom program (physical or virtual) that runs for 1.5 days. In case you cannot manage to attend classes, you can select the distance learning path.
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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PeopleCert ITIL Practitioner Exam Reference
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ITIL ITIL-Practitioner Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Continual Service Improvement (CSI) Approach | 25% | - CSI model and steps - Improvement initiatives - Adapting and adopting ITIL |
| Topic 2: Key Concepts and Guiding Principles | 25% | - Four dimensions of service management - Nine ITIL guiding principles - ITIL service management concepts |
| Topic 3: Organizational Change Management | 20% | - Change management principles - Stakeholder engagement - Overcoming resistance to change |
| Topic 4: Communication and Measurement | 15% | - Effective communication planning - Metrics and measurement frameworks - Reporting and using data |
| Topic 5: Practical Application and Case Studies | 15% | - Integrating ITIL practices - Applying concepts to real-world scenarios |
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