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ITIL Practitioner Certification - IT Service Management
Multiple choice examination 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
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 sample and official exams.
The Scenario is included in the Scenario Booklet (see also the sample papers available on AXELOS.com)
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
1.2 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 Use the CSI Approach tools and techniques successfully in a given specific context
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
4.3 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,
5.2 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,
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
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)
No questions have become requested that turned into now not in my mock test manual.
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