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Ability to Use Metrics and Measurement: The next topic requires that the specialists possess the proficiency in:

• Applying knowledge of metrics and measurement when planning and implementing improvements
• Designing reports
• Determining the key performance indicators to underpin a critical success factor
• Analyzing the critical success factors and key performance indicators in a specific given context to ensure that they are balanced between 4 categories
• Defining the current state assessment in a specific given context
• Defining the critical success factors utilizing a relevant hierarchical approach

Ability to Apply the CSI Approach: This module checks the expertise of the applicants in the following:

• Applying the CSI approach to a specific context. The examinees should demonstrate a comprehension of the critical competences, guiding rules, and scientific method
• Utilizing the CSI approach tools and techniques in a specific context

The test has six sections, each with defined Learning Outcomes (LOs). Therefore, the training will focus on the following:

• Ability in communicating effectively for the enablement of CSI (questions 21-28);
• Capability in utilizing ITSM concepts that are vital drivers of CSI and competence in applying the style of CSI in managing improvements within a given context for an organization (questions 29-34);
• Applying the change management of an organization in supporting CSI (questions 7-12);
• Using metrics as well as measurements in enabling CSI (questions 13-20);
• Ability to utilize ITSM concepts with importance in driving CSI; skills in applying the CSI style in managing improvements within a certain organizational context (these 2 sections provide for questions 1-6);
• Implementing change management for the organization in supporting CSI (questions 35-40).

In addition to the above, there is also the Learning Outcome focused on one’s skills in applying the guiding principles for ITSM within the context of an actual world. This readiness to solve any real issue will be assessed through one of the questions in each section.

Reference: https://www.axelos.com/certifications/itil-certifications/itil-practitioner-level

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