A failed ITIL-Practitioner attempt costs the full exam fee plus the weeks you cannot get back. The ITIL Practitioner Certification - IT Service Management practice questions at LatestCram, 40 strong, are how careful candidates keep that cost theoretical.
ITIL ITIL-Practitioner Exam Overview:
| Certification Vendor: | AXELOS / PeopleCert |
|---|---|
| Exam Name: | ITIL Practitioner Certification - IT Service Management |
| Exam Number: | ITIL-Practitioner |
| Real Exam Qty: | 40 |
| Certificate Validity Period: | Lifetime (under ITIL v3 certification scheme) |
| Exam Format: | Scenario-Based Questions, Objective Test Questions (OTQ), Multiple Choice, Closed Book |
| Available Languages: | German, Japanese, Portuguese, Chinese, Spanish, English, French |
| Related Certifications: | ITIL Foundation Certificate in IT Service Management ITIL Expert Certification ITIL Intermediate Certifications |
| Passing Score: | 70% (28/40) |
| Exam Duration: | 135 minutes |
| Exam Price: | USD 250-400 (varies by country and training provider) |
| Sample Questions: |  |
| Exam Way: | Online Proctored Exam or Authorized Examination Center |
| Pre Condition: | Valid ITIL Foundation Certificate in IT Service Management is required before taking the ITIL Practitioner examination. |
| Official Syllabus URL: | https://www.axelos.com/certifications/itil-certifications/itil-practitioner |
ITIL ITIL-Practitioner Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Communication | - Effective Communication
|
| Organizational Change Management | - Change Enablement
|
| Continual Service Improvement | - CSI Approach
|
| Applying Guiding Principles | - ITSM Improvement Principles
|
| Measurement and Metrics | - Measurement Framework
|
ITIL-Practitioner Exam FAQ: Professional Answers for ITIL Candidates
ITIL Practitioner Certification - IT Service Management is an official AXELOS / PeopleCert certification exam, registered under the code ITIL-Practitioner. Passing it earns the ITIL Practitioner Certification certification, positioned at the Practitioner level. It also connects to ITIL Foundation Certificate in IT Service Management, ITIL Intermediate Certifications, ITIL Expert Certification. Professional work increasingly demands professional proof, and this exam supplies exactly that.
The ITIL Practitioner Certification - IT Service Management exam contains 40 questions to be answered within 135 minutes. The candidates who struggle most are rarely the least knowledgeable; they are the least rehearsed at time allocation. Practice full timed sessions in the LatestCram engine, learn to flag and move on, and the official clock becomes a familiar companion instead of a threat.
ITIL Practitioner Certification - IT Service Management requires 70% (28/40) to pass, and official registration costs USD 250-400 (varies by country and training provider). Since a retake bills the full USD 250-400 (varies by country and training provider) again, confirming readiness first is simply good economics. Run repeated scored sessions with the LatestCram practice tests and schedule the exam once the passing line sits comfortably below your typical result.
Valid ITIL Foundation Certificate in IT Service Management is required before taking the ITIL Practitioner examination.
Vendor policies do change, so verify the current requirements before you register via the official exam page.
Yes. LatestCram offers a free demo of the ITIL Practitioner Certification - IT Service Management questions as part of its pre-sale service, so you can evaluate quality before choosing among the three versions. After purchase, updates are free for 365 days, and when your product expires you can extend the update service at a 50% discount.
A 100% money-back guarantee protects your purchase under clear conditions. Take the ITIL Practitioner Certification - IT Service Management exam within 60 days of purchase; if you fail, you may claim a full refund, provided the exam matches your product. Attempts within 3 days of purchase are ineligible, as are downloaded-but-unused products, free materials, and expired orders; the candidate name must match the payer name. Submit a scanned enrollment slip and the official Score Report PDF within 2 days of the exam, and claims are processed within 7 days. You may also choose an exchange: two other exam products of equal value, free, with the update service on your original purchase kept.
Delivery is instant: files unlock for download at payment and are emailed within one minute. If nothing arrives within 2 hours, check spam and contact customer service, available 24 hours. Installation is unlimited across your computers.
ITIL Practitioner Certification - IT Service Management covers 5 official domains. The largest include Applying Guiding Principles, Continual Service Improvement, and Organizational Change Management. The full breakdown is in the topics section above; review it first and your study plan practically writes itself.
ITIL Practitioner Certification - IT Service Management Sample Questions:
Which is the BEST example of the communication principle 'communication is a two-way process?
- A. Sending a meeting agenda to all attendees before every meeting.
- B. Passing on key messages from a briefing to a colleague who was unable to attend.
- C. Setting a calendar appointment for a team member's performance appraisal.
- D. Capturing issues raised by attendees at the end of a company briefing
Correct Answer: D 🗳️
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
* Inefficiencies caused by the current IT structure
* Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally, and some were funded and run independently by each faculty.
Centrally owned services include a 'walk-in' service desk, plus a separate service desk in the main library, run by library staff. Library services and IT are both part of the university's administrative services division.
Recently, under a new CIO, there has been a drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
* Complete the centralization and consolidation of IT
* Manage growth and increasing IT demand
* Demonstrate value through competitive, responsive and transparent services Global City Services (GCITS) GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address include:
* Succeed in establishing a strategic partnership with CruiseAlong Cars Nevagon State Department of Transportation (NSDoT) NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoT's internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will deploy new mobile technology to enhance the user experience. They will also improve the incident management and request fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been appointed for this improvement initiative.
What three pieces of information are MOST important to include in the business case?
- A. 2, 4 and 6.
- B. 1, 3 and 6.
- C. 3, 4 and 5.
- D. 1, 2 and 5.
Correct Answer: A 🗳️
See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
* Inefficiencies caused by the current IT structure
* Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally, and some were funded and run independently by each faculty.
Centrally owned services include a 'walk-in' service desk, plus a separate service desk in the main library, run by library staff. Library services and IT are both part of the university's administrative services division.
Recently, under a new CIO, there has been a drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
* Complete the centralization and consolidation of IT
* Manage growth and increasing IT demand
* Demonstrate value through competitive, responsive and transparent services Global City Services (GCITS) GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address include:
* Succeed in establishing a strategic partnership with CruiseAlong Cars Nevagon State Department of Transportation (NSDoT) NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoT's internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by the Nevagon State central IT department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of the structure and value of services in the organization. Many of the individual departments and faculties are resistant to the CIO's vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the challenges, in order to support collaboration and help to define global services. Some business analysts are going to be transferred to these new positions.
What is the BEST way to define the role of the BRM at the university?
- A. Identify the expected outcomes and define the BRM role by building on the guidance in ITIL.
- B. Adopt a job description that matches the example of the BRM role in the ITIL guidance.
- C. Appoint the BRMs and ask them to define their own role, based on ITIL guidance.
- D. Adopt the job descriptions of business analysts and ensure they focus on the customer aspect of their work.
Correct Answer: A 🗳️
See the Scenario for additional information.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries. Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
* Inefficiencies caused by the current IT structure
* Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
* Better structure and accountability around their work practices
* Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally, and some were funded and run independently by each faculty. Centrally owned services include a 'walk-in' service desk, plus a separate service desk in the main library, run by library staff. Library services and IT are both part of the university's administrative services division. Recently, under a new CIO, there has been a drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
* Complete the centralization and consolidation of IT
* Manage growth and increasing IT demand
* Demonstrate value through competitive, responsive and transparent services Global City Services (GCITS) GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address include:
* Succeed in establishing a strategic partnership with CruiseAlong Cars Nevagon State Department of Transportation (NSDoT) NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoT's internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars central IT organization wants to implement a new ITSM toolset to replace their outdated system. The new ITSM toolset will be used by all CruiseAlong Cars' IT departments and their service desks.
The business case for the improvement has not been made yet. This could include financial contribution from various countries. The overall goal of the initiative is to achieve efficiencies and cost reductions through the centralization of processes and data for reporting across country-based IT departments.
Which row of information BEST supports the business case?
- A. Key stakeholders: Central IT CIO All country CIOs
Baseline value: Average cost per incident = $12.50
Expected result: Average cost per incident = $9.00 - B. Key stakeholders: Central IT CIO All country CIOs
Baseline value: Number of incorrectly categorized incidents per month = 50 Expected result: Number of incorrectly categorized incidents per month = 30 - C. Key stakeholders: Central IT CIO Selected country CIOs
Baseline value: Time taken to produce weekly reports = 1 day
Expected result: Time taken to produce weekly reports = 0.5 day - D. Key stakeholders: Central IT CIO Selected country CIOs
Baseline value: Total IT headcount = 470
Expected result: Total IT headcount = 500
Correct Answer: A 🗳️
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