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Ability to Communicate Effectively: As for this subject area, the individuals need to show their experience in the following:
- Explaining the importance, benefits, value, and nature of good communication
- Applying knowledge of communications when planning and implementing improvements
- Explaining the purpose and value of communication techniques and tools
- Explaining the communication principles
- Utilizing the relevant communication techniques and tools to support improvement in a specific given context
Ability to Use Metrics and Measurement: The next topic requires that the specialists possess the proficiency in:
- Analyzing the critical success factors and key performance indicators in a specific given context to ensure that they are balanced between 4 categories
- Defining the critical success factors utilizing a relevant hierarchical approach
- Defining the current state assessment in a specific given context
- Applying knowledge of metrics and measurement when planning and implementing improvements
- Determining the key performance indicators to underpin a critical success factor
- Designing reports
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Ability to Apply the Information Technology Service Management Guiding Principles in a Real-World Context: The next part measures the competence of the professionals in the following:
- Applying the Information Technology service management guiding principles in a specific context when planning and implementing service improvements
- Applying the Information Technology service management guiding principles in a real-world context
Reference: https://www.axelos.com/certifications/itil-certifications/itil-practitioner-level
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ITIL ITIL-Practitioner Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Continual Service Improvement | - CSI Approach
|
| Measurement and Metrics | - Measurement Framework
|
| Applying Guiding Principles | - ITSM Improvement Principles
|
| Organizational Change Management | - Change Enablement
|
| Communication | - Effective Communication
|








