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Exam Number : ITIL-Practitioner
Exam Name : ITIL Practitioner
Vendor Name : ITIL
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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 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 education

PeopleCert and the way forward for expert skills: A dialog with Byron Nicolaides | ITIL-Practitioner PDF get and test Braindumps

“know-how competencies, emotional abilities and advertising expertise are more simple than ever earlier than and we're establishing items to be certain they're certified”, mentioned Byron Nicolaides, Chairman and CEO of PeopleCert and President of CEPIS. He defined that nowadays expertise has created fully distinctive conditions in terms of talents acquisition, declaring the need for universities worldwide to adapt to those, with certifications in a couple of distinctive cognitive fields gaining price.

We sat down for a conversation with Mr. Nicolaides on the previous and future of PeopleCert, however also what lies in keep for the international Edutech ecosystem, through which his business has turn into a key participant. He highlighted PeopleCert’s huge product building capabilities, noting that the business’s in-residence groups of experts are liable for deciding on key market traits, mapping the aggressive landscape and managing a global network of discipline depend specialists. “There is not any issue on what product we will enhance, as we now have ensured our methodology is conventional and capitalises on the most reliable practices of a number of courses/industries”, he concluded.

European interest: What educational challenge does PeopleCert clear up?

Byron Nicolaides: PeopleCert is an Edutech enterprise and a world chief within the assessment and certification of skilled capabilities. At a time when being in a position to show a given set of skills is becoming increasingly vital, we focal point on the construction and delivery of international frameworks and certification programs which are widely adopted by means of employers and look at various takers worldwide. PeopleCert offers checks in more than 200 nations in 25 languages, via its state-of-the-paintings evaluation know-how, enabling professionals to attain their full talents and realize their life ambitions through getting to know.

are you able to recount to us the story behind PeopleCert?

The story of PeopleCert is deeply intertwined with that of my own lifestyles. both my parents have been academics who instilled in me a profound appreciation of schooling as a key to expanding one’s horizons.

We delivered our first certificates in 2000 with ECDL groundwork, probably the most established certificate for ICT abilities globally. Over the subsequent 20 years, we expanded our offering from a single product to a comprehensive portfolio of 600+ assessments, together with the global programs of ITIL and PRINCE2, for which we act as the unique Examination Institute for AXELOS (the three way partnership company between Capita Plc and UK’s cabinet workplace).

through the years we have changed our focal point from offering third-birthday celebration IP to establishing and delivering our personal courses international. we've developed extraordinarily a hit programs in the areas of enterprise & IT and Languages, together with DevOps and Scrum, replacing third-birthday celebration products in our portfolio.

can you describe PeopleCert’s progress over the past 12 months?

PeopleCert has done very well through the years, growing to be steadily both revenue and EBITDA via 40% year-on-12 months, on ordinary for 5 years unless the pandemic. 2020 has been an exciting year for our business, with vital trends on numerous fronts.

In August 2020, we deployed our Scrum certification application, improving our business& IT portfolio and building on the PeopleCert DevOps product suite that was launched in 2019, offering a finished Agile providing to our world neighborhood or practitioners and community of coaching partners.

In September 2020, PeopleCert introduced the acquisition of the overseas association for Six Sigma Certification (IASSC), the international expert affiliation dedicated to starting to be and embellishing the necessities inside the Lean Six Sigma community. For over a decade, IASSC has been a trusted associate to numerous world businesses (comparable to Amazon, BMW, Cisco, Auburn, Pepperdine, Arizona State university, school of Texas Arlington, the U.S. military, Navy, Air drive and Marines), offering authorities and students from widespread groups, universities and government businesses Lean Six Sigma skilled Credentialing and helping them of their pursuit of excellence.

In April 2021, the organization introduced the launch of the first international Certification of Classical Greek with the aid of LanguageCert (a member of the PeopleCert group). This new qualification suite will pay tribute to Greek language heritage, recognising the importance and contribution of Classical Greek language to contemporary civilisation. LanguageCert Classical Greek assessments might be offered free of charge until the end of 2021.

“For over 10 years, we've been investing closely in product development within the areas of company & IT and Languages. Our roadmap for 2021-22 includes over 20 new classes and new ones are normally being delivered”, says Byron Nicolaides.

How has the pandemic impacted PeopleCert as a company?

The largest problem become to maintain the PeopleCert team secure and united while seamlessly serving our customers all over. Our group has been extremely committed and we managed to Boost our 2020 EBITDA vs 2019. With an outstanding enterprise Continuity Plan in area – PeopleCert is certified through ISO 22301 for company Continuity since 2015 – we switched to teleworking immediately. To satisfy the expanding demand for on-line exams, which grew fourfold during the COVID-19 duration, we impulsively scaled up our on-line examination Centre ability, enabling candidates to take their checks remotely by using our OLP answer. rivals who did not have an equal solution confronted a ninety% drop of their revenues. once once more, expertise turned into confirmed a key tool at our disposal, which along with our turning out to be product portfolio, helped us climate the storm.

where do you see PeopleCert in five years?

We see PeopleCert as a key player in a future the place advantage acquisition and certification cause broader professional horizons and lifelong getting to know. Our intention is to proceed to hearken to the wants of candidates and contribute to the implementation of their skilled plans, enabling them to access more advantageous jobs and higher salaries by way of setting up critical frameworks and certification items. knowing the wants of the labour market, we provide complete certification capabilities with an emphasis on pleasant, innovation, ardour, and reliability. at present, we are specializing in accelerating our neighborhood’s growth via aggressive product building the place PeopleCert owns the IP for the framework, the qualification and all connected belongings. we're additionally considering that acquisitions besides organic, while also strengthening the foreign presence of LanguageCert (a subsidiary of the community) within the field of language discovering.

can you inform us a bit of more about PeopleCert’s product building plans?

For over 10 years, we've been investing heavily in product building within the areas of enterprise & IT and Languages. Our roadmap for 2021-22 comprises over 20 new programs and new ones are perpetually being added.

we now have some of the strongest-globally in-condominium teams of experts that focus only on product building, which is responsible for identifying key market tendencies, mapping the competitive panorama and managing a world network of field count number experts. There is no trouble on what product we will strengthen, as we have ensured our methodology is normal and capitalises on the finest practices of a considerable number of classes/industries.

reckoning on the maturity of each and every market, our product construction cycle may also include the framework, the core counsel, the physique of potential, the studying consequences, flip-key practicing and examination content; all with appropriate business recognition and psychometric validation.

All this is supported by way of PeopleCert technology that maximises high-quality of deliverables and minimises time-to-market.

if you could go returned in time to do anything else differently together with your enterprise, what would it not be?

Ι would now not exchange the combination of selections that led me to where i'm today. a mixture of hard work and a spotlight on pleasant is the key to our success. PeopleCert re-oriented itself to serve international markets in 2008, a milestone yr and maybe probably the most vital in our company’s background. The independence of PeopleCert across product development, assessment expertise and operations permit us to be very optimistic about the future! today PeopleCert conducts exams in more than 200 nations.

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