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ITIL ITIL-Practitioner Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Communication and Measurement | 15% | - Effective communication planning - Reporting and using data - Metrics and measurement frameworks |
| Topic 2: Practical Application and Case Studies | 15% | - Applying concepts to real-world scenarios - Integrating ITIL practices |
| Topic 3: Continual Service Improvement (CSI) Approach | 25% | - Improvement initiatives - Adapting and adopting ITIL - CSI model and steps |
| Topic 4: Organizational Change Management | 20% | - Stakeholder engagement - Overcoming resistance to change - Change management principles |
| Topic 5: Key Concepts and Guiding Principles | 25% | - ITIL service management concepts - Nine ITIL guiding principles - Four dimensions of service management |
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