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ITSM.express Practitioner

ITSM.express Practitioner — certified by —

About the best practice

IP owner:ITSM.express civil association
Accreditation institute:ITSM.express civil association
Examination institute:certN

ITSM.express is a minimalist, free system that covers the essentials of service management. It has been created specifically so that it can be easily learned, applied and taught. The audience is primarily people and organizations that are starting their journey in service management, building a new service management system or improving an existing one.

The content, while minimalist, remains consistent with ISO/IEC 20000-1:2018. While ISO/IEC 20000-1 and most other (IT) service management systems treat service management actions independently, this manual shows how to create an effective management system through four major service management actions: Define, Produce, Provide, and Respond.

Note: This best practice is not affiliated with the OMIMO® portfolio.

Certification definition

Candidates who have achieved the ITSM.express Practitioner certification are expected to be able to apply ITSM.express in real life situations and solve service management issues in various scenarios based on its guidance.

Certification requirements

Candidates can become certified by passing the ITSM.express Practitioner exam.

Vouchers for the certification exam are available through trainers and through the exam institute.

Certificate renewal

The ITSM.express Practitioner certificate is valid for life.

Exam format

The general exam regulations apply to this exam.
Attempts per voucher:1
Number of questions:40
Passing score:70%
Time:60 minutes
Open-book:Yes
Language:

English

Invigilation:

None

Question type:Multiple choice

Exam Syllabus

The following table is an overview of the topics examined in the certification exam.
#questions Level(s) of Cognition Category
1 2 3
11 ✓ ✓ Define
  • Governance
  • Risk management
  • Consumer interaction
12 ✓ ✓ Build
  • Service design
  • Service monitoring
  • Change management
  • Release and deployment management
6 ✓ ✓ Provide
  • Protect – Information Security
  • Access Control
  • Improve
11 ✓ ✓ Respond
  • Service Desk
  • Measuring successful outcomes
  • The response process
More information about the levels of cognition
  • Level 1 - Knowledge: This level requires candidates to recall specific information or facts. They should demonstrate the ability to remember and recognize details, terms, or concepts from their learning materials.
  • Level 2 - Comprehension: At this level, candidates are expected to show their understanding of the acquired information. They should be able to interpret, explain, and summarize. Candidates must go beyond mere memorization and demonstrate that they can grasp the meaning and implications of the information they have learned.
  • Level 3 - Application: The focus at this level is on candidates’ ability to apply their acquired knowledge in practical situations. They should be able to use what they have learned to solve problems, apply principles, or implement strategies in real-world scenarios.
  • Level 4 - Analysis: Analysis involves candidates breaking down complex concepts into smaller parts and comprehending the relationships between them. Candidates must display the ability to analyze information, identify components, and understand the underlying connections between them.
  • Level 5 - Synthesis: At this level, candidates are expected to exhibit the ability to create something new by combining different ideas, concepts, or elements. Candidates must demonstrate their capacity to generate hypotheses, design experiments, or develop original solutions to problems. Synthesis involves creativity and the integration of different elements to form a novel whole.
  • Level 6 - Evaluation: This level requires candidates to use judgments or assessments based on criteria and evidence. Candidates must critically analyze information, compare and contrast different perspectives, and make informed decisions. They should demonstrate the ability to evaluate the quality, validity, and reliability of information, arguments, or solutions.

Reference

The reference material for ITSM.express Practitioner exam is:

ITSM.express Manual v1.1

  • Author: ITSM.express c.a., available under CC BY 4.0 license
  • ISBN: /
  • Publisher: ITSM.express website

You can access all materials for free on the website of ITSM.express.

Trainer accreditation

There is no trainer accreditation is available at this moment in time.