ITIL Practitioner Certification ITIL-Practitioner

Short on study time for the ITIL Practitioner Certification - IT Service Management exam? Getcertkey condenses your preparation into 40 focused practice questions for the ITIL-Practitioner exam, so even a packed schedule leaves room for steady, measurable progress.

ITIL ITIL-Practitioner Exam Overview:

Certification Vendor:	AXELOS / PeopleCert
Exam Name:	ITIL Practitioner Certification - IT Service Management
Exam Number:	ITIL-Practitioner
Exam Duration:	135 minutes
Certificate Validity Period:	Lifetime (under ITIL v3 certification scheme)
Real Exam Qty:	40
Passing Score:	70% (28/40)
Exam Price:	USD 250-400 (varies by country and training provider)
Exam Format:	Multiple Choice, Objective Test Questions (OTQ), Closed Book, Scenario-Based Questions
Related Certifications:	ITIL Foundation Certificate in IT Service Management ITIL Expert Certification ITIL Intermediate Certifications
Available Languages:	Portuguese, French, German, Japanese, Chinese, Spanish, English
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:

ITIL Practitioner Certification - IT Service Management Exam FAQ: What Candidates Ask Most

What is the ITIL ITIL-Practitioner exam?

The ITIL-Practitioner exam is the official AXELOS / PeopleCert exam behind the ITIL Practitioner Certification certification, validating the skills measured by the ITIL Practitioner Certification - IT Service Management credential. It sits at the Practitioner level of the AXELOS / PeopleCert certification program. It also connects to ITIL Foundation Certificate in IT Service Management, ITIL Intermediate Certifications, ITIL Expert Certification, so the knowledge you build here carries over to those tracks as well.

How many questions are on the ITIL-Practitioner exam, and how much time do I get?

The ITIL-Practitioner exam contains 40 questions to be completed within 135 minutes. Before exam day, divide the available time by the question count to work out a comfortable per-question pace, and mark any item that eats into it so you can return later instead of getting stuck. Timed sessions in the Getcertkey test engines make that pacing automatic — run at least two full-length mock exams under the clock so time pressure never becomes the reason you drop points.

What score do I need to pass the ITIL-Practitioner exam, and what does it cost?

The passing score for the ITIL-Practitioner exam is 70% (28/40), and the official registration fee is USD 250-400 (varies by country and training provider). Retakes are not discounted — every new attempt means paying the full fee again — so it pays to measure yourself before you book. Work through the 40 practice questions on Getcertkey, sit a timed practice test, and schedule your exam only when your scores are consistently comfortable. That simple habit is the cheapest exam strategy there is.

Are there any prerequisites for the ITIL-Practitioner exam?

Valid ITIL Foundation Certificate in IT Service Management is required before taking the ITIL Practitioner examination. Requirements can change when AXELOS / PeopleCert revises its certification program, so confirm the current eligibility rules on the official exam page before you register.

Can I try the ITIL-Practitioner practice questions before I buy?

Yes. Getcertkey provides a free ITIL-Practitioner PDF demo so you can review the question style and answer quality before purchasing. Every purchase also includes 365 days of free updates — if ITIL revises the exam during that period, the updated material reaches you at no cost. Once the free-update year ends, you can extend your update service at a 50% discount.

What if I fail the ITIL-Practitioner exam, and how is my order delivered?

Every ITIL Practitioner Certification - IT Service Management purchase on Getcertkey is covered by a 100% money-back guarantee with clear conditions: if you take the corresponding exam within 60 days of your purchase and do not pass, you can claim a full refund by submitting a scanned copy of your exam enrollment slip and your official score report as a PDF within two days of the exam date; claims are processed within seven days of submission. The guarantee does not apply to exams taken within three days of purchase, to material that was downloaded but never used in an exam attempt, or to free products and expired orders, and the candidate name must match the payer name. If you would rather not take a refund, you can instead exchange your purchase for two free exam preparation products of equal value and keep the update service on your original product.

Delivery is instant: your download is sent to your email within one minute of payment, with no limit on how many computers you may install the material on. If nothing arrives within two hours, check your spam folder and contact customer service for help.

What topics are covered in the ITIL-Practitioner exam?

The ITIL Practitioner Certification - IT Service Management exam blueprint is organized into 5 domains. The first three are:

• Communication
• Applying Guiding Principles
• Measurement and Metrics

For the complete domain-by-domain breakdown, scroll up to the full exam topics outline above and use it to plan how you distribute your study time.

ITIL Practitioner Certification - IT Service Management Sample Questions:

Question #1
See the Scenario for additional information.
Scenario:
(Note: The companies and people within the scenario are fictional)


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 servicemanagement 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.
CruiseAlong Cars' CIO recognizes that they must adopt an approach that focuses on service, and adapt ITIL best practices to achieve value from the processes that are underpinned by the new toolset.
What is the BEST way for best practice to be adapted to achieve the project goals?

A. Use the best of the current processes from each country because costs will be reduced if the same solution is accepted by all of them.
B. Utilize the ITIL guidance as a framework for the new processes because this will improve support and achieve cost reduction.
C. Utilize the process flows already available in the ITSM toolset because this requires least rework and is the lowest cost option.
D. Replace all current processes with fully ITIL aligned versions because this will allow easy automation to cut costs.

Question #2
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 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.
The project manager is creating a set of metrics to measure the service provided to senior executives once the improvements have been made. There must be a balance of technology, process and service metrics.

Which set of metrics provides a suitable balance?

A. 2, 3 and 5
B. 2, 4 and 6
C. 1, 3 and 4.
D. 1, 5 and 6.

Question #3
What is organizational change management (OCM) MOST likely to contribute to in an organization?

A. Cultural changes required as a result of adopting new business processes.
B. Standard changes that are made to IT service assets and configuration items.
C. The knowledge required to support the adoption of new technology platforms.
D. The development of underpinning processes for a change management standard.

Question #4
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.
The business case for a new ITSM toolset has been approved. The project manager will soon start the detailed planning.
What is the BEST way to communicate with key stakeholders, and at which step of the CSI approach?

A. During 'where do we want to be?' send an email selection of IT country organizations, requesting their involvement in the project.
B. During 'where are we now?' send an email to a selection of IT country organizations, requesting their involvement in the project.
C. During 'where do we want to be?' send an email to all IT country organizations describing the benefits of the project and inviting them to contribute.
D. During 'where are we now?' send an email to all IT country organizations describing the benefits of the project and inviting them to contribute.

Solutions: