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Last Updated: Aug 05, 2026
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Ability to Apply the CSI Approach: This module checks the expertise of the applicants in the following:
- Utilizing the CSI approach tools and techniques in a specific context
- Applying the CSI approach to a specific context. The examinees should demonstrate a comprehension of the critical competences, guiding rules, and scientific method
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:
- Utilizing the relevant tools and techniques of the Management of Organizational Changes to support improvement in a specific given context
- Describing the role and impact of the Management of Organizational Changes in successful improvement
- Describing the purpose and value of activities of the Management of Organizational Changes
- Applying knowledge of the Management of Organizational Changes when planning and implementing improvements
ITIL ITIL-Practitioner Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Continual Service Improvement (CSI) | - Measurement and metrics
|
| Topic 2: Communication and stakeholder management | - Effective communication planning
|
| Topic 3: Organizational Change Management | - Driving adoption of ITIL practices
|
| Topic 4: Practical ITIL application | - Applying ITIL guidance in real scenarios
|
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