The examination IT Service Management Practitioner: Support & Restore (based on ITIL®) tests the essential elements required to qualify as a professional who specializes in the Support and Restore processes. The examination covers the Incident and Problem Management processes and the Service Desk function.
The examination for the Practitioner’s Certificate in IT Service Management: Support & Restore (based on ITIL®) is aimed at professionals who will participate in managing, organizing and optimizing processes in an IT service organization which has implemented, or started to implement, ITIL®-based Support and Restore processes and functions. The target group consists of operational staff and managers wishing to extend their planning, monitoring and optimizing skills, to activities in Incident and Problem Management and the Service Desk function.
The Practitioner’s Certificate in IT Service Management: Support & Restore (based on ITIL®) is part of the ITIL® certification structure.
Before taking the IT Service Management Practitioner: Support & Restore (based on ITIL®) exam candidates must have undertaken training with an EXIN-accredited training provider and successfully completed the practical assignments. The candidates have obtained the Foundation Certificate in IT Service Management (based on ITIL®).
1. Managing the Incident and Problem Management processes and the Service Desk function (30%) 2. Organizing the Incident and Problem Management processes and the Service Desk function (50%) 3. Optimizing the Incident and Problem Management processes and the Service Desk function (20%)
1. Managing the Incident and Problem Management processes and the Service Desk function
(30%)
(50%)
3. Optimizing the Incident and Problem Management processes and the Service Desk function
(20%)
The candidate should successfully have completed the practical assignments.
120 minutes
Computer-based or paper-based multiple-choice questions
Number of questions: 40Pass mark: 65 % (26 out of 40)Open book: noElectronic equipment permitted: no
When preparing for the examination, you may wish to make use of these sample questions. You may also wish to obtain a sample examination from our on-line bookshop.
You may also wish to obtain a sample examination from our on-line bookshop.