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Ability to Apply the Information Technology Service Management Guiding Principles in a Real-World Context: The next part measures the competence of the professionals in the following:
- Applying the Information Technology service management guiding principles in a specific context when planning and implementing service improvements
- Applying the Information Technology service management guiding principles in a real-world context
Ability to Use Metrics and Measurement: The next topic requires that the specialists possess the proficiency in:
- Designing reports
- 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
- Applying knowledge of metrics and measurement when planning and implementing improvements
- Determining the key performance indicators to underpin a critical success factor
- Defining the critical success factors utilizing a relevant hierarchical approach
What is the duration of the ITIL Practitioner Exam
- Length of Examination: 135 minutes
- Passing Score: 70%
- Format: Multiple choices, multiple answers
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
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ITIL ITIL-Practitioner Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Measurement and Metrics | - Measurement Framework
|
| Applying Guiding Principles | - ITSM Improvement Principles
|
| Communication | - Effective Communication
|
| Organizational Change Management | - Change Enablement
|
| Continual Service Improvement | - CSI Approach
|
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