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Exam Number : ITIL-Practitioner
Exam Name : ITIL Practitioner
Vendor Name : ITIL
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ITIL-Practitioner test Format | ITIL-Practitioner Course Contents | ITIL-Practitioner Course Outline | ITIL-Practitioner test Syllabus | ITIL-Practitioner test Objectives

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 their 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 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)

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ITIL Practitioner questions

ITIL certification book: charges, requirements, levels, and paths | ITIL-Practitioner boot camp and real questions

The IT Infrastructure Library (ITIL) presents top of the line practices for supplying IT functions the use of a scientific method to IT provider management (ITSM). ITIL certification is close the true of practically every listing of have to-have IT certifications, and for good rationale. As an IT administration framework, ITIL can help organizations control risk, deliver a boost to client members of the family, set up cost-efficient practices, and build a sturdy IT environment that allows for boom, scale, and change.

The ITIL 4 become up-to-date by means of Axelos in February 2019 to include a far better emphasis on protecting agility, flexibility, and innovation in ITSM, while nonetheless helping legacy networks and systems. As of 2021, ITIL four has been thoroughly rolled out and Axelos announced plans to discontinue ITIL 3 completely through the beginning of 2022.

these with an authority level ITIL three certification qualify for the transition module and test with the intention to get you as much as speed and licensed in ITIL 4. For those devoid of an expert stage certification, credits from ITIL three modules and examinations will transfer to the ITIL 4 certification scheme.

ITIL four certification paths

The ITIL four certification scheme has been streamlined to present two main designation paths with seven modules complete between each certifications. you are going to development from the foundation level to both the Managing knowledgeable (MP) or Strategic chief (SL) paths. which you can stop at either course, or in case you decide to complete each paths, you’ll be eligible to earn the ITIL grasp designation.

ITIL basis

No be counted which course you opt for, you’ll first deserve to flow the ITIL basis module, an entry-degree certification that covers the fundamentals of ITIL 4. Candidates for the ITIL 4 basis test may still have a fundamental knowing of growing advantageous products and capabilities for valued clientele and stakeholders, the basic principles of ITIL 4, the four dimensions of service management, most reliable practices of ITIL four, and key ideas of Lean, agile, and DevOps.

The ITIL foundation course takes place in a classroom over two and a half days. on the end of the path, you’ll take a one-hour test such as 40 distinctive-choice questions and may want 26 correct answers to pass. classes are provided via accepted practicing companies and can be found on the Axelos website. that you can additionally choose to self-study using apply tests and different fabric from Axelos or third-birthday party suppliers.

ITIL Managing knowledgeable (MP)

The ITIL MP certification is for IT practitioners who work with technology and digital groups across the corporation. It covers the knowledge vital for operating IT projects, groups, and workflows using practical and technical potential. To finished the ITIL MP certification, you’ll should circulate a collection of examination modules:

  • ITIL expert Create bring & support: This module covers core provider administration options, provider performance, and repair fine and improvement methods. it is geared toward ITSM practitioners responsible for conclusion-to-conclusion beginning of IT features and products.
  • ITIL professional pressure Stakeholder cost: This module covers engagement and interactions amongst valued clientele, users, suppliers, and companions with the service issuer. You’ll cowl SLA design, multi-agency administration, communique, relationship management, CX and UX design, and consumer journey mapping.
  • ITIL professional excessive pace IT: in this module you're going to learn the way to integrate methodologies comparable to agile and Lean with other technical potential, together with cloud, automation, and computerized testing, to deliver speedy beginning of items and features.
  • ITIL Strategist Direct Plan & enhance: The fourth module covers the useful talents quintessential to “create a getting to know and enhancing IT company with a strong and valuable strategic route.” You’ll center of attention on leveraging agile and Lean to devise and deliver continual advancements straight away.
  • ITIL Strategic chief (SL)

    The ITIL SL certification is for all digitally enabled services within the firm, now not just IT operations. This certification specializes in how it influences and informs business strategy. To earn your ITIL SL certification, you’ll need to circulate two test modules:

  • ITIL Strategist Direct Plan & enrich: this is the same module as provided within the MP certification, covering the imperative competencies to create a “learning and enhancing” IT corporation. it is considered a normal module for both paths because it’s designed for “managers of all degrees involved in shaping path and approach or developing a constantly improving crew.”
  • ITIL leader Digital & IT strategy: in the 2nd module, you’ll find out how to align company and IT method and how to handle disruptive technologies. It covers subjects similar to how to remain competitive in a quick-altering market, protecting flexible and adaptable environments, and the way to effectively build and implement successful IT and digital thoughts.
  • ITIL grasp

    if you comprehensive all modules required for both the MP and SL certification paths, you’ll qualify for the ITIL grasp designation. To develop into an ITIL grasp you want at least five years’ experience working in ITSM in a leadership, management, or advisory level.

    The ITIL grasp designation requires a powerful history in ITSM and extensive palms-on journey working with ITIL, but there is not any practising course or fastened syllabus. You’ll be validated on a circumstance of your selecting, so the material might be own to your journey. The certification requires fingers-on journey, and also you deserve to “justify the way you have personally chosen and utilized quite a number abilities, ideas, strategies, and suggestions from the ITIL framework and assisting management innovations to achieve desired business effects,” based on Axelos.

    ITIL three certification compatibility

    ITIL 4 is backwards suitable with ITIL three — classes protected in the ITIL 3 scheme have been assigned a credit score price according to its stage of ITIL content material, so that they remain beneficial to your skilled schooling. these with 17 or extra credits, or candidates who earned the ITIL professional certification below ITIL 3, could be eligible for the ITIL four Managing expert Transition module and examination. This 5-day course will get you up to velocity on ITIL 4 and set you on the direction to earn the updated ITIL Managing professional (MP) designation.

    The transition exam, titled Boost to ITIL four foundation, may be purchasable except June 2022. if you do not comprehensive the test via that date, you will deserve to start the ITIL 4 certification system from the beginning.

    in case you want to find out more about how your ITIL three certifications will transfer to the ITIL 4 certification scheme, Axelos offers suggested routes for candidates during this place.

    ITIL certification practising

    when you are prevalent with ITIL four and believe comfy self-learning for the examination, that you may obtain examine substances and apply exams through Axelos’ web page. groups can also decide to have ITIL trainers come educate americans at the company and get certified in-condominium.

    if you’re new to ITIL or need a refresher, authorized practicing providers may also be found through the Axelos site. several businesses present practising and courses both on-line and in grownup. organizations that offer self-paced researching, online direction, hybrid courses, and versatile gaining knowledge of paths include:

  • Beyond20
  • world potential
  • respectable E-studying
  • ITSM Academy
  • LearningTree
  • crimson Elephant
  • SimpliLearn
  • Stanford institution IT
  • Udemy
  • ITIL certification earnings

    The ITIL four certification can boost your earning power in a number of positions. those in relevant positions the usage of ITIL four earn a standard annual profits of $ninety nine,000 per 12 months, according to records from PayScale.

    PayScale also offers statistics on how an ITIL four certification can boost earnings across several particular IT positions:

    place commonplace income CIO $188,388 VP of IT $164,211 IT director $136,004 IT supervisor $102,535 carrier delivery manager $100,039 IT venture supervisor $ninety six,377 IT company analyst $72,852 ITIL certification charge

    Registration costs for ITIL 3 and ITIL four tests range by place, starting from around $a hundred and fifty to $500. while that you could self-examine for ITIL checks, coursework is strongly suggested, and charges for courses, even if accomplished online or in a school room setting, fluctuate by way of region and institute. practicing can run from $500 for an internet route to neatly over $1,000 for lecture room-based mostly intensive guide, and working towards may additionally or may additionally no longer include examination registration fees.

    ITIL elements

    together with ITIL 4, Axelos has launched My ITIL, an internet networking aid that connects candidates with publications, equipment, templates, and insights from business leaders. twelve months’s subscription to My ITIL is protected together with your ITIL foundation test and offers you access to components and content crucial to your ITIL practising, equivalent to:

  • ITIL publications and templates
  • White papers
  • CPD tools for professional construction planning
  • Digital badge for your ITIL groundwork certificates
  • Copyright © 2021 IDG Communications, Inc.

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