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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 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 sample and official exams. The Scenario is included in the Scenario Booklet (see also the sample 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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Why IT should Pay greater consideration to marketing know-how | ITIL-Practitioner real questions and test Cram

To aid higher education associations thrive, IT and advertising and marketing departments have to work collectively to align unbiased activities and organizational buildings throughout campus to serve properly-line institutional dreams.

Why IT Needs to Pay More Attention to Marketing Technologycredit score: Benjamin Haas / © 2021

Social listening. Lead conversion. Chatbots. alternative facilities. customer relationship administration (CRM). These are the whispers of advertising and know-how—passing every other in the hallway however in no way making eye contact. as the adoption of know-how-based mostly advertising equipment (martech) in bigger schooling accelerates, IT agencies need to ask themselves right here questions:

  • may still we take a greater active role in helping to set up martech?
  • will we deserve to suppose about business and operational needs in a new means?
  • What can IT leaders study from, and teach to, our advertising and marketing colleagues?
  • imposing know-how solutions to satisfy advertising desires gifts a couple of challenges. as it leaders at our respective institutions (tuition of Michigan-Dearborn and Cornell college), we existing our views on the way to handle these challenges.

    choosing Institutional tendencies

    Joffrey: one of the tendencies that we're seeing at Cornell is that each department is picking out distinctive equipment and interesting independently with parts to obtain their desires. This variety of siloed deployment isn't unusual, nevertheless it creates a correct-hand/left-hand difficulty when it comes to popularity management and constituent event. for instance, dissimilar departments may be emailing the same alum who thinks they opted out of e-mail communications final yr. A pupil can also use one website to register for classes and yet another website to pay lessons and costs versus the use of a single organizational site to solve an issue (like the way it works at most groups). final yr, 23 percent of expertise purchases at Cornell fell into advertising classes similar to retail, email automation, statistics augmentation, prospect lists, event management, or pupil engagement. here's a big indication of increase in this enviornment.

    The crucial IT firm at Cornell (CIT) has identified the want for an business strategy to these expertise implementations. CIT has all started to engage with business leaders and has formed a unified communications steerage committee to focus on four areas: customer carrier, collaboration, communications and advertising, and emergency administration. Our aim is to bear in mind the styles of aid CIT should supply to the groups who want these equipment to run their enterprise or communications efforts.

    Shumaker: At UM-Dearborn, we are focused on improving the scholar journey. To this end, we are imposing advertising technology to supplement the guide and tips we provide to college students to help them meet their academic desires. This initiative is part of our newly published institutional strategic plan. we are developing more seamless approaches for students, both in our enrollment-administration areas (like admissions, registrar, monetary support, and scholar debts) and scholar aid functions areas (like tutoring, student lifestyles, disability capabilities, and—of direction—advising). Our methods may also be complex. Getting via a single manner can every so often require college students to fill out paper types, stand in strains, decipher confusing jargon, and make dissimilar mobile calls. We're removing the hurdles that trigger students to cease out. To entirely aid college students, all of these strategies should be seamlessly built-in, and workforce across the institution should immediately and simply see what is going on with a scholar.

    Defining "advertising" within the Context of bigger Ed

    Joffrey: My favourite description of advertising is from a 1991 Harvard company overview article written by Regis McKenna. in line with McKenna, advertising isn't a characteristic like verbal exchange, branding, promoting, or sales. it be a top quality that is mirrored in how all and sundry within the firm builds relationships with customers to fulfill their wants and increase their event.Footnote1 performed smartly, these touchpoints with consumers (workforce, college students, fogeys, alumni, corporate companions) cause boom in salary, satisfaction, outcomes, and so forth.

    advertising is characterised via a necessity for alignment, starting with shoppers' needs and then backing into the operational processes. feedback loops are critical, and know-how "provides a whole lot of modes and channels through which corporations can study the ambiance, from person agencies that present are living remarks to subtle customer scanners that provide information on client alternative in true time."Footnote2 This need for alignment is specifically crucial to training, the place many players come together to co-create an adventure through which anybody of these interactions can affect an establishment's means to carry funds, enrich rankings, attract faculty, enrich retention, and help effects.

    Shumaker: I think about this in a similar method. advertising is actually about environment positive future states in front of students with a view to envision themselves graduating and having a profession that they take pleasure in and that helps them financially, and then assisting them meet the goals they set for themselves. What does a scholar need? They need to graduate and get a job. How do they do this? They take 1,000,000 small steps. How will we aid them take the next step? How will we make taking the next step (and the one after that) obtrusive and straightforward? Is the pupil off beam, and in that case, how do they get back heading in the right direction? it truly is the alignment of the customer's wants and the comments loops for your definition, Becky. it really is how marketing aligns with our dreams as a higher schooling institution.

    Joffrey: So, in case you consider about it, we are already investing a lot of time and funds on "advertising actions" (recruiting prospects for diploma courses, targeting courses to college students at risk, persuading students to take half in look at abroad classes, positioning curriculum for the needs of switch college students, promotion season tickets to parents, managing orientation and career reasonable movements, and raising cash from alumni) however we don't name these things advertising actions. the place the current mannequin falls short—and where expertise plus advertising and marketing can assist—is in connecting all of those separate departmental actions into a cohesive journey for a specific person at every stage of their experience. helping a pupil discover their path will outcomes in a higher scholar experience than making a scholar believe as if they have to stroll around campus and talk to a lot of people to find the assistance they need. The best part about connecting all of those separate items is that school and college leaders can then start to measure the effectiveness of the distinct actions in terms of institutional success and make investments as a consequence.

    figuring out Why IT and advertising companies should still Come together

    Joffrey: When the information media talks about digital transformation, they aren't speakme concerning the payroll gadget. they are speaking about applied sciences and actions (e.g., cell tech, CRM, sales, event management, advertising, and client provider) that assist create a line of sight between operations and business results. do not forget, that funds is already being spent in these areas. So, maybe the query to reply first is whether or not your institution believes that the existing spend sample of particular person enterprise gadgets is low in cost. for my part, this strategy is expensive, ineffective, and maybe even destructive to the relationships we work so hard to construct.

    Shumaker: The complexity of CRM tools, the criticality of the tools, and the "information hunger," or need for information integration, are all components that compel IT leaders to make contributions their advantage to the advertising and CRM-tool ecosystem. If a knowledge mannequin exchange breaks a mass email device, it really is an issue, however what if the device it's down is additionally the entrance door for admission purposes? The stakes are larger, and greater amazing IT practices are required to steer clear of outages.

    IT leaders have considerable event in managing complicated, essential software equipment with colossal data repositories. We manipulate these dangers with issues like information governance, information privacy requirements, backups, trying out and alter controls, catastrophe restoration plans, assignment administration, and advice technology Infrastructure Library (ITIL) methodology. Martech tools need these controls!

    picking out the place IT Departments need aid from marketers

    Shumaker: don't ever ask an IT branch to write down a advertising email, let alone a textual content message! we're informed to explore each aspect and contingency and clear up each issue from a expertise point of view. figuring out human habits and how to make use of persuasive language commonly isn't native to us. We need entrepreneurs to bring these talents to the desk and run these elements of the operation.

    Joffrey: marketers additionally consider client alignment. a person needs to herd the cats and get everyone on the identical page about what the consumer wants, how to take them during the adventure, and how to create a smooth typical experience, all whereas using constant branding.

    Centralized marketing has to head together with centralized know-how to set up the operational structure and ruin across the silos that our alumni and students engage with.

    facing a Sea trade

    Shumaker: here is by no means the primary time that tutorial associations have confronted the should retool. (bear in mind punch cards and mainframes and the movement to customer-server networks and then internet structure?) although, changes in enterprise and society are without problems accelerating, and the pandemic has turned up the drive on these changes, which capacity the need for transformation may be greater than we're waiting for.

    institutions are below immense competitive drive. in the Northeast and Midwest, we're competing for fewer college students, both demographically and on account of the pandemic. students are distracted and less more likely to physically be on campus, so verbal exchange has to be intentional. We should serve non-normal students—these thousands and thousands of students (1.6 million within the state of Michigan alone) with some school and no diploma. they have diverse wants and require extra support to assist them navigate their tutorial experience. The pandemic has remoted students from natural strategies of information gathering and elevated the pressure on faculties and universities to create customized, tailored communications and nudges to join students to the institution and provide key guidance points. college students don't seem to be on campus studying digital signals and posters, and the market continues to carry their expectations for personalized carrier. This type of service isn't a pleasant-to-have; it is a strategic fundamental.

    Joffrey: Can a sea trade be nuanced? I suppose we're swirling. First, we preserve running into barriers after we are attempting to get legacy expertise to scale and work faster and do all of the issues that our business partners deserve to do to construct bridges with their parts. and then we are trying to reply the problem by means of buying the newest and most reliable technology, however we locate it doesn't fuse very well with the historic stuff. and then everyone is frustrated. after which we set up issues, and it's complicated, and we comprehend it's going to take greater than we idea to get issues operational. We know it's no longer handiest the expertise that has to trade however additionally the lifestyle, abilities, and organizational constructions. All of those pressures are intersecting with rising expectations among our constituents, which makes maneuvering without a large vision and investment elaborate.

    Managing trade and Leveraging the cost of the IT firm

    Joffrey: To effectively control alternate, IT leaders need to establish the device gaps. The advertising groups (admissions, advisors, courses, research know-how) are choicest placed to inform IT leaders what their wants are. however it's viable the options they propose should not scalable and might not discuss with each other. in line with blogger Scott Brinker, there are more than 8,000 items within the martech space, and traditionally they haven't been very "platform-y."Footnote3 that's an issue if you are liable for addressing numerous, large, business-huge needs.

    determine and quantify where an commercial enterprise system can add the most value—even if it's a CRM platform to enhance fundraising or pupil engagement, or a advertising and marketing automation platform to cut back the spend for your campus' eighty electronic mail automation situations. IT leaders need to talk to marketers in regards to the advantages of using IT services to create a advertising and marketing structure that is records-centric, scalable, and secure. In an important world, the marketing and IT departments would co-sponsor a series of pilots.

    as it leaders, we do have to appreciate that the speed of alternate with CRM equipment is enormously faster than with enterprise resource planning (ERP) tools. As we open up our IT toolbox to support enterprise devices, we ought to additionally alter the tempo and responsiveness of our services to healthy the pace of customer needs.

    one of the most stickiest issues, in my view, is that advertising brings with it operational calls for that IT departments can't support. Who will instruct clients to make use of the advertising techniques? Who will reasonable e mail sends? Who will align the stakeholders to be certain they agree on picklists so that you're going to have respectable reporting at the conclusion of the day? Who will create templates, approve new clients, write the chatbot scripts, monitor compliance, and keep clear data? demonstrated company ownership is crucial. You need to certainly outline the roles during this class of method.

    Shumaker: discover what wants your enterprise house owners have that you just are not serving and the place your knowledge and equipment can help. IT departments should be in regular conversations with their advertising colleagues. What if advertising and IT might co-sponsor and co-help equipment and systems to help marketing initiatives?

    customer-facing business methods impose pleasing support necessities on centralized techniques, and we deserve to rethink assist models, compliance, and statistics and gadget-governance procedures to match. IT groups are used to the calls for of enrollment and payroll. Now, we're including new lines of businesses to the significant techniques' portfolio (fundraising, admissions prospect cultivation, govt schooling, company relations, pupil one-cease service portals) with the intention to possibly require 24/7 support. How a great deal guide should relevant IT provide? How a great deal aid may still the educational devices themselves or the valuable advertising and marketing corporation supply?

    Now that the enterprise units are knit collectively inside upstream and downstream company strategies, each choice has implications that IT leaders may not ever have needed to believe about earlier than. a change to any source device can influence downstream techniques, together with advertising and marketing expertise. We have to expand our information and device governance procedures to reflect this truth.

    finally, be certain you're up thus far on compliance responsibilities. marketing techniques carry a new set of compliance necessities, akin to those outlined in the CAN-unsolicited mail Act, as well as necessities for decide-ins, consent, and alternative facilities. you will want an IP warming method to avoid having your messages marked as spam. should you're sending transactional emails, there are fewer compliance considerations. but once you birth automating and getting extra refined, you must get consent.


    Martech tools are not new to larger education institutions. institutions are already investing. The query is whether or not IT departments can partner during this house and adapt to the calls for of operationally intensive, facts-hungry, fast-paced, and customer-centric advertising operations. assisting to enable income, carrier, advertising and marketing, and even commerce efforts is very distinctive from effectively supporting vital lower back-office procedures. Now IT departments ought to flow into the entrance workplace, where advertising groups are working to align independent actions and organizational buildings across campus in service of good-line institutional dreams and new revenue streams—recruitment, enrollment, student retention and success, membership, fundraising, inner most sector partnerships, and many others. The pandemic year has turned up the heat on this want as college students are physically remoted and have superior financial needs, and fewer are identifying to subscribe to greater education. Our real structures, mobilephone methods, and bulletin boards are not any longer filling the hole for haphazard or nonexistent conversation plans and damaged technology infrastructure. but when we integrate IT and advertising capabilities neatly, we will create more suitable experiences and a linked universe of counsel with a purpose to enable us to in reality take note the wants of materials and achieve greater consequences.

    A CMO and a CIO do not simply move each different in the corridor without making eye contact. They are sometimes in distinct hallways altogether! however the nature of bigger schooling business requires a shift. Deep tech need to align with marketing necessities. entrepreneurs need to remember the technical architecture requirements of an agile advertising stack, and IT professionals deserve to take note and empower the company operations of advertising.

    The Martech frame of mind

    You could be commonplace with these ordinary communique tools and channels. in the hands of collaborative advertising and expertise teams, these components develop into more particular and orient toward looking ahead to constituent wants and addressing them with concrete movements.

    table 1. Collaborative teams seriously change average verbal exchange tools into Digital Capabilities

    traditional conversation toolsTraditional communique equipment within the fingers of Collaborative advertising and expertise groups

    local department name core and entrance desk

    One-cease provider with a single front door for a constituent

    e mail newsletters

    personalized focused content delivered on the right second counting on what the constituent wants


    Dynamic lists that automatically update in accordance with described standards

    Sending electronic mail or snail mail to a bought list

    Lead nurturing to make sure nobody who needs something falls in the course of the cracks

    Social media posts

    Social listening and sentiment analysis


    Communities for aid from team of workers, school, and peers

    information visualization

    records activation


    dialog design and chatbots


    Journeys and "nudge expertise"

  • Regis McKenna, "marketing Is every little thing," Harvard company overview sixty nine, no. 1 (January–February 1991): sixty five–seventy nine. bounce back to footnote 1 within the textual content.↩
  • Ibid. jump again to footnote 2 within the textual content.↩
  • Scott Brinker, "advertising know-how landscape Supergraphic (2020): Martech 5000—in reality 8,000, but Who's Counting?" Chief advertising Technologist (weblog),, April 22, 2020. soar returned to footnote 3 within the textual content.↩
  • Carrie Shumaker is the manager counsel Officer for the tuition of Michigan-Dearborn.

    Rebecca Joffrey is IT Innovation Officer at Cornell college.

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