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Ability to Communicate Effectively: As for this subject area, the individuals need to show their experience in the following:

• Utilizing the relevant communication techniques and tools to support improvement in a specific given context
• Explaining the communication principles
• Applying knowledge of communications when planning and implementing improvements
• Explaining the importance, benefits, value, and nature of good communication
• Explaining the purpose and value of communication techniques and tools

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

• Using metrics as well as measurements in enabling CSI (questions 13-20);
• Applying the change management of an organization in supporting CSI (questions 7-12);
• Implementing change management for the organization in supporting CSI (questions 35-40).
• Ability in communicating effectively for the enablement of CSI (questions 21-28);
• 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);
• 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);

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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