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Reference: https://www.axelos.com/certifications/itil-certifications/itil-practitioner-level
| Section | Weight | Objectives |
|---|---|---|
| Continual Service Improvement (CSI) Approach | 25% | - Improvement initiatives - Adapting and adopting ITIL - CSI model and steps |
| Practical Application and Case Studies | 15% | - Applying concepts to real-world scenarios - Integrating ITIL practices |
| Organizational Change Management | 20% | - Overcoming resistance to change - Change management principles - Stakeholder engagement |
| Key Concepts and Guiding Principles | 25% | - Nine ITIL guiding principles - Four dimensions of service management - ITIL service management concepts |
| Communication and Measurement | 15% | - Effective communication planning - Reporting and using data - Metrics and measurement frameworks |
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