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Updated: Oct 06, 2026
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ITIL ITIL-Practitioner Exam Overview:
| Certification Vendor: | AXELOS / PeopleCert |
|---|---|
| Exam Name: | ITIL® Practitioner - IT Service Management |
| Exam Number: | ITIL-Practitioner |
| Certificate Validity Period: | 3 years |
| Exam Price: | $280–$350 USD |
| Related Certifications: | ITIL Intermediate ITIL v3 Foundation ITIL Expert ITIL 4 Foundation |
| Real Exam Qty: | 40 |
| Available Languages: | German, French, Latin American Spanish, English, Japanese |
| Exam Format: | Scenario-based multiple choice, Open-book |
| Passing Score: | 70% (28/40) |
| Exam Duration: | 135 minutes |
| Recommended Training: | AXELOS Accredited Training Providers |
| Exam Registration: | PeopleCert Official Registration AXELOS Certification Page |
| Sample Questions: | DOWNLOAD DEMO |
| Exam Way: | Online proctored or onsite at accredited test centers |
| Pre Condition: | ITIL v3 Foundation or ITIL 4 Foundation certification |
| Official Syllabus URL: | https://www.axelos.com/certifications/itil-service-management/itil-practitioner |
ITIL ITIL-Practitioner Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Communication and Measurement | 15% | - Effective communication planning - Metrics and measurement frameworks - Reporting and using data |
| Organizational Change Management | 20% | - Overcoming resistance to change - Stakeholder engagement - Change management principles |
| Key Concepts and Guiding Principles | 25% | - Nine ITIL guiding principles - ITIL service management concepts - Four dimensions of service management |
| Practical Application and Case Studies | 15% | - Integrating ITIL practices - Applying concepts to real-world scenarios |
| Continual Service Improvement (CSI) Approach | 25% | - CSI model and steps - Adapting and adopting ITIL - Improvement initiatives |
ITIL-Practitioner Exam FAQ — Install Anywhere, Learn Everywhere
Three versions of the same study materials: a printable, expert-prepared PDF with free demo download and instant access; a Desktop Test Engine for Windows with customizable simulation and timed modes that works offline; and an Online Test Engine for any browser on Windows, Mac, Android, and iOS with test history and performance review. All 40 practice questions are identical across versions. Every purchase includes 365 days of free updates, a 50% renewal discount afterward, and unlimited computer installations.
The ITIL Practitioner Certification - IT Service Management exam requires 70% (28/40) to pass, and registration costs $280–$350 USD. A failed attempt means paying the same fee again — a readiness check with the PrepAwayTest engines before booking is the cheaper option.
The ITIL-Practitioner exam is a ITIL certification exam validating the ITIL Practitioner Certification - IT Service Management syllabus shown above. It belongs to these credential paths: ITIL v3 Foundation, ITIL 4 Foundation, ITIL Intermediate, ITIL Expert. Candidates in 2026 start with PrepAwayTest's 40 practice questions, available as a printable PDF, a Windows Desktop Test Engine, and an Online Test Engine — three versions of the same materials.
PrepAwayTest issues a full refund if you take the ITIL Practitioner Certification - IT Service Management exam within 60 days of purchase and do not pass. The policy does not apply if the exam is taken within 3 days of purchase, if the exam was never actually taken, or to free materials or expired orders, and the candidate name must match the payer name. Submit a scan of your enrollment slip and the official Score Report PDF within 2 days of the exam; claims are processed within 7 days. Alternatively, exchange for two free exam products of equal value and keep your original update service. Orders arrive by email within 1 minute — contact support if nothing arrives within 2 hours.
The official ITIL Practitioner Certification - IT Service Management outline defines 5 domains. The leading three are Key Concepts and Guiding Principles (25%), Communication and Measurement (15%), and Practical Application and Case Studies (15%). The full list is in the topics section above, and PrepAwayTest's 40 practice questions cover each one.
ITIL v3 Foundation or ITIL 4 Foundation certification Since requirements change over time, confirm the latest on the official ITIL exam page before scheduling.
The ITIL Practitioner Certification - IT Service Management exam contains 40 to complete within 135 minutes. Timed simulation in the PrepAwayTest Desktop Test Engine teaches that rhythm before exam day does.
ITIL recommends these training resources for the ITIL Practitioner Certification - IT Service Management exam:
Follow the training with steady self-testing — the 40 practice questions from PrepAwayTest help you apply theory and fill any gaps the training leaves.
Online proctored or onsite at accredited test centers Register for the ITIL Practitioner Certification - IT Service Management exam through these official channels:
After booking, PrepAwayTest delivers your practice questions within 1 minute — preparation starts the same day.
ITIL Practitioner Certification - IT Service Management Sample Questions:
Which is an example of using the communication principle 'timing and frequency matter'?
- A. Repeating a training video in a variety of languages because there are staff in different countries.
- B. Creating a multi-media briefing to update all staff on major changes to organizational structure.
- C. Creating a targeted bulletin that allows different staff groups to feedback on improvement opportunities.
- D. Repeating a presentation to allow for the hours of work in a global organization.
Correct Answer: C 🗳️
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.
GCITS will create a new 'global mobile VIP service' for CruiseAlong Cars senior executives, which will give them access to corporate IT services from mobile devices, from any location. The new service will be delivered by the existing GCITS centralized service desk. It will include 24/7 support, and reported incidents and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider.
Which two rows show the CORRECT use of OCM techniques in the global mobile VIP project?
- A. 1 and 2.
- B. 1 and 4.
- C. 2 and 3.
- D. 3 and 4.
Correct Answer: B 🗳️
See the scenario for additional informational.
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.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard. In preparation for the audit, they are conducting a series of internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with ISO/IEC
20000.
Optimsolv has a number of process improvements that need to be implemented to attain compliance. GCITS has six months to ensure that Optimsolv is compliant.
Which OCM activity will BEST help Optimsolv to overcome any staff resistance, and comply with ISO/IEC
20000 within six months?
- A. Demonstrate enough value to business.
- B. Create a sense of urgency for the change.
- C. Make compliance the top corporate priority.
- D. Maintain a focus on continual improvement.
Correct Answer: C 🗳️
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.
Which benefit is the MOST important to include in the business case for this improvement and why?
- A. A lower risk of overspending the IT budget, because this is aligned with the goal of the improvement.
- B. Provision of shared funding from many countries, because this will lead to improved business unit satisfaction.
- C. Fewer breaches of agreed service levels, because this will lead to improved business unit satisfaction.
- D. A reduction in the cost of service desks, because this is aligned with the goal of the improvement
Correct Answer: D 🗳️
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