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Ability to Apply Management of Organizational Changes: The last domain evaluates the competence of the examinees in the following:

  • Applying knowledge of the Management of Organizational Changes when planning and implementing improvements
  • Describing the role and impact of the Management of Organizational Changes in successful improvement
  • Utilizing the relevant tools and techniques of the Management of Organizational Changes to support improvement in a specific given context
  • Describing the purpose and value of activities of the Management of Organizational Changes

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PeopleCert ITIL Practitioner Exam Reference

The ITIL Practitioner test checks the applicants’ knowledge of the processes of adopting and adapting the ITIL framework in supporting the organization’s business objectives. Moreover, it assesses the competence of the individuals in the ITIL language. It is also important to have proficiency in translating and using this language in practice. In addition, this certification exam focuses on the CSI approach as a method of structuring improvement initiatives in any company. It also covers three core areas that are critical to improvement initiatives’ success. These include measurement & metrics, communication, and management of organizational changes.

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ITIL ITIL-Practitioner日本語 Exam Syllabus Topics:

SectionObjectives
Topic 1: Organizational Change Management- Driving adoption of ITIL practices
  • 1. Stakeholder engagement strategies
    • 2. Managing resistance to change
      Topic 2: Continual Service Improvement (CSI)- Measurement and metrics
      • 1. Defining KPIs and critical success factors
        • 2. Data collection and reporting techniques
          - CSI approach and lifecycle integration
          • 1. Applying CSI model to service management
            • 2. Understanding improvement initiatives in ITSM
              Topic 3: Practical ITIL application- Applying ITIL guidance in real scenarios
              • 1. Translating theory into operational improvements
                • 2. Aligning IT services with business outcomes
                  Topic 4: Communication and stakeholder management- Effective communication planning
                  • 1. Communication channels and feedback loops
                    • 2. Audience segmentation and messaging

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