ITIL Practitioner ( E-learning i seminar u učionici)
ITIL Practitioner CSME/Peoplecert akreditirani seminar osmišljen je za IT stručnjake koji žele ostvariti ITSM/ITIL Practitioner certifikat. Polaznici seminara mogu očekivati stjecanje praktičnog znanja vezano uz teme kontinuiranog poboljšanja, upravljanja promjenama, komunikacije, metrika i mjerenja kao i ključnih principa upravljanja IT uslugama. Detaljnije, očekivana područja znanja koja su obuhvaćena certifikacijom ITIL Practitioner su navedena u nastavku;
ITIL Practitioner obuhvaća pristup kontinuiranog poboljšavanja ( eng. Continual Service Improvement (CSI)) kao strukturirani pristup svakoj inicijativi poboljšanja.
ITIL Practitioner takošer obuhvaća i tri ključna područja za svaku inicijativu poboljšanja:
- Upravljanje organizacijskim promjenama ( eng. Organizational Change Management)
- Komunikacija
- Mjerenja i metrike ( eng. Measurement and Metrics).
ITIL Practitioner smjernice slijede 9 vodećih principa:
- Fokus na vrijednost (eng. Focus on value)
- Dizajn za iskustvo (eng. Design for experience)
- Počni gdje jesi ( eng. Start where you are)
- Radi cjelovito ( eng. Work holistically)
- Napreduj iterativno (eng. Progress iteratively)
- Promatraj direktno (eng. Observe directly)
- Budi transparentan ( eng. Be transparent)
- Surađuj ( eng. Collaborate)
- Nemoj komplicirati ( eng. Keep it simple)
ITIL® is a registered trademark of AXELOS Limited.
ITIL Practitioner (P)
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 AXELOS.com)
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.
Credits Earned
- 3 ITIL Expert Credits
- 18 PDU Credits
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