The test has six sections, each with defined Learning Outcomes (LOs). Therefore, the training will focus on the following:

• Ability in communicating effectively for the enablement of CSI (questions 21-28);
• Implementing change management for the organization in supporting CSI (questions 35-40).
• Applying the change management of an organization in supporting CSI (questions 7-12);
• Ability to utilize ITSM concepts with importance in driving CSI; skills in applying the CSI style in managing improvements within a certain organizational context (these 2 sections provide for questions 1-6);
• Using metrics as well as measurements in enabling CSI (questions 13-20);
• Capability in utilizing ITSM concepts that are vital drivers of CSI and competence in applying the style of CSI in managing improvements within a given context for an organization (questions 29-34);

In addition to the above, there is also the Learning Outcome focused on one’s skills in applying the guiding principles for ITSM within the context of an actual world. This readiness to solve any real issue will be assessed through one of the questions in each section.

Reference: https://www.axelos.com/certifications/itil-certifications/itil-practitioner-level

Ability to Apply Management of Organizational Changes: The last domain evaluates the competence of the examinees in the following:

• Describing the purpose and value of activities of the Management of Organizational Changes
• Utilizing the relevant tools and techniques of the Management of Organizational Changes to support improvement in a specific given context
• Applying knowledge of the Management of Organizational Changes when planning and implementing improvements
• Describing the role and impact of the Management of Organizational Changes in successful improvement

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• Analyzing the critical success factors and key performance indicators in a specific given context to ensure that they are balanced between 4 categories

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