Autore	Limited AXELOS
Pubbl/distr/stampa	London : , : The Stationery Office Ltd, , 2020
Descrizione fisica	1 online resource (153 pages)
ISBN	0-11-331641-0
Formato	Materiale a stampa
Livello bibliografico	Monografia
Lingua di pubblicazione	eng
Nota di contenuto	Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- About the ITIL story -- ITIL Foundation recap -- Chapter 1: Introduction -- 1.1 Audience and scope -- 1.2 Background and context -- Chapter 2: Key concepts of high-velocity IT -- 2.1 High-velocity IT -- 2.2 Digital technology -- 2.3 Digital organizations -- 2.4 Digital transformation -- 2.5 High-velocity IT objectives and key characteristics -- 2.6 Adopting the ITIL service value system to enable high-velocity IT -- 2.7 Summary -- Chapter 3: High-velocity IT culture -- 3.1 Key behaviour patterns -- 3.2 Models and concepts of HVIT culture -- 3.3 ITIL guiding principles -- 3.4 Summary -- Chapter 4: High-velocity techniques -- 4.1 Techniques for valuable investments -- 4.2 Techniques for fast development -- 4.3 Techniques for resilient operations -- 4.4 Techniques for co-created value -- 4.5 Techniques for assured conformance -- 4.6 Summary -- Chapter 5: Conclusion -- End note: The ITIL story -- Further research -- Glossary -- Acknowledgements.
Record Nr.	UNINA-9910794081403321

Autore	Limited AXELOS
Pubbl/distr/stampa	London : , : The Stationery Office Ltd, , 2020
Descrizione fisica	1 online resource (161 pages)
Disciplina	658.40380760000005
Soggetto topico	ITIL (Information technology management standard)--Examinations--Study guides Information technology--Management--Examinations--Study guides Information technology projects--Management--Examinations--Study guides
ISBN	0-11-331645-3
Formato	Materiale a stampa
Livello bibliografico	Monografia
Lingua di pubblicazione	eng
Nota di contenuto	Intro -- Copyright Page -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- About the ITIL story -- ITIL Foundation recap -- Chapter 1: Introduction -- 1.1 Why direction, planning, and improvement matter -- 1.2 Direction -- 1.3 Planning -- 1.4 Improvement -- 1.5 The role of measurement and reporting -- 1.6 Direction, planning, and improvement of the ITIL SVS -- 1.7 Applying the guiding principles -- 1.8 alue, outcomes, costs, and risks in direct, plan, and improve -- 1.9 Direction, planning, and improvement for everyone -- Chapter 2: Strategy and direction -- 2.1 Strategy management -- 2.2 Defining the structures and methods used to direct behaviours and make decisions -- 2.3 The role of risk management in direction, planning, and improvement -- 2.4 Portfolio management: a key decision-making practice -- 2.5 Direction via governance, risk, and compliance -- 2.6 Summary -- Chapter 3: Assessment and planning -- 3.1 Basics of assessment -- 3.2 Basics of planning -- 3.3 Introduction to value stream mapping -- 3.4 Summary -- Chapter 4: Measurement and reporting -- 4.1 Basics of measurement and reporting -- 4.2 Types of measurements -- 4.3 Measurement and the four dimensions -- 4.4 Measurement of products and services -- 4.5 Summary -- Chapter 5: Continual improvement -- 5.1 Creating a continual improvement culture -- 5.2 Continual improvement of the service value chain and practices -- 5.3 Continual improvement in organizations -- 5.4 The continual improvement model -- 5.5 Using measurement and reporting in continual improvement -- 5.6 Summary -- Chapter 6: Communication and organizational change management -- 6.1 Basics of effective communication -- 6.2 Identifying and communicating with stakeholders -- 6.3 Basics of OCM -- 6.4 Summary -- Chapter 7: Developing a service value system. 7.1 Adopting the guiding principles -- 7.2 Centre of excellence for service management -- 7.3 The four dimensions of service management in the SVS -- 7.4 Summary -- Chapter 8: Bringing it together -- 8.1 Modern leadership -- 8.2 Using the guiding principles for direction, planning, and improvement -- 8.3 Summary -- Chapter 9: Conclusion -- The ITIL story -- End note: The ITIL story -- Further research -- Glossary -- Acknowledgements.
Record Nr.	UNINA-9910793942903321

Autore	Limited AXELOS
Pubbl/distr/stampa	London : , : The Stationery Office Ltd, , 2020
Descrizione fisica	1 online resource (232 pages)
ISBN	0-11-331637-2
Formato	Materiale a stampa
Livello bibliografico	Monografia
Lingua di pubblicazione	eng
Nota di contenuto	Intro -- ITIL® 4: Drive Stakeholder Value -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- Figure 0.1 The service value system -- Figure 0.2 The ITIL service value chain -- Table 0.1 The ITIL management practices -- Figure 0.3 The continual improvement model -- Figure 0.4 The four dimensions of service management -- About the ITIL story -- ITIL Foundation recap -- CHAPTER 1 INTRODUCTION -- 1 Introduction -- 1.1 The importance of engagement -- Table 1.1 The steps of the customer journey -- 1.2 Key principles -- 1.2.1 Stakeholders -- Figure 1.1 Sample stakeholder map -- 1.2.2 Service consumers -- Figure 1.2 The three service consumer roles -- 1.2.3 Service relationships -- Figure 1.3 The service relationship model -- Table 1.2 Three fundamental service relationship types -- 1.2.4 Customer journeys -- Table 1.3 Example of a customer journey for resolving an incident -- Figure 1.4 Relationships between value streams and customer journeys -- Figure 1.5 Three aspects of the customer and user experience -- 1.2.5 Visibility -- Figure 1.6 The band of visibility -- 1.2.6 Value -- Figure 1.7 The customer journey and service interaction -- Figure 1.8 Three aspects of service value -- Figure 1.9 Considering outcomes, costs, and risks to achieve value -- 1.2.7 Products and services -- Figure 1.10 How services, service interactions, service offerings, products, and resources are related -- Figure 1.11 Example of a value driver framework -- CHAPTER 2 THE CUSTOMER JOURNEY -- 2 The customer journey -- Table 2.1 The purposes of identifying, understanding, and mastering the customer journey -- 2.1 Stakeholder aspirations -- Figure 2.1 The Disney Institute compass model -- Figure 2.2 The stages involved in designing end-to-end customer journeys and experiences -- 2.2 Touchpoints and service interactions. 2.3 Mapping the customer journey -- 2.3.1 Personas -- 2.3.2 Scenarios -- 2.3.3 Customer journey maps -- Figure 2.3 Example of a customer journey map -- 2.3.4 Understanding the customer experience -- Figure 2.4 The Johari window -- 2.4 Designing the customer journey -- 2.4.1 Design thinking -- 2.4.2 Leveraging behavioural psychology -- 2.4.3 Design for different cultures -- Figure 2.5 The eight dimensions of culture -- 2.5 Measuring and improving the customer journey -- 2.6 Summary -- CHAPTER 3 STEP 1: EXPLORE -- 3 Step 1: Explore -- Table 3.1 The purpose of the explore step -- 3.1 Understanding service consumers and their needs -- 3.1.1 Purpose -- Figure 3.1 The 'golden circle' -- Table 3.2 Typical stakeholders -- 3.1.2 External factors -- Table 3.3 Examples of key areas to address in a PESTLE analysis -- 3.1.3 Internal factors -- Table 3.4 Areas and questions to address in an internal assessment -- Figure 3.2 Model SWOT analysis -- 3.1.4 Objectives and opportunities -- Table 3.5 The steps of the ITIL continual improvement model -- 3.1.5 Risks and mitigation -- Table 3.6 Examples of scenario options -- 3.2 Understanding service providers and their offers -- 3.2.1 Industry standards and reference architectures -- 3.3 Understanding markets -- 3.3.1 Market segmentation -- Figure 3.3 Four bases for market segmentation -- 3.3.2 Identifying and analysing service consumers -- 3.4 Targeting markets -- 3.4.1 Value propositions -- 3.4.2 The marketplace and the marketspace -- 3.4.3 Personalizing and profiling -- 3.4.4 Targeted marketing -- Figure 3.4 The AIDA model -- 3.4.5 Brand and reputation -- 3.4.6 Sustainability and the triple bottom line -- Figure 3.5 Sustainability and the triple bottom line approach -- 3.4.7 Importance of existing customers -- 3.5 Summary -- CHAPTER 4 STEP 2: ENGAGE -- 4 Step 2: Engage. Table 4.1 The purpose of engaging and fostering relationships -- Figure 4.1 Aspects of service value -- 4.1 Communicating and collaborating -- Table 4.2 Three modes of listening and their application in different service management situations -- 4.1.1 Listening modes -- 4.1.2 Diversity -- 4.2 Understanding service relationship types -- Table 4.3 Engaging and fostering relationships in different environments -- 4.2.1 Basic relationship -- Table 4.4 Pros and cons for a basic service relationship -- 4.2.2 Cooperative relationship -- Table 4.5 Pros and cons for a cooperative relationship -- 4.2.3 Partnership -- Table 4.6 Pros and cons of a partnership -- 4.3 Building service relationships -- Figure 4.2 The service relationship ladder -- Table 4.7 The steps of the service relationship ladder -- Table 4.8 Initial engagement activities -- 4.3.1 Creating an environment that allows relational patternsto emerge -- 4.3.2 Building and sustaining trust and relationships -- Figure 4.3 Three Cs trustworthiness model -- Table 4.9 The three Cs model applied to a service relationship -- Table 4.10 Relationship management activities -- 4.3.3 Understanding service provider capabilities -- Table 4.11 Understanding the service provider capabilities checklist -- 4.3.4 Understanding customer needs -- Figure 4.4 Example of a value driver framework -- Table 4.12 Positive and negative effects of a self-service portal -- Table 4.13 Key product and service factors for service customer experience -- 4.3.5 Assessing mutual readiness and maturity -- Table 4.14 Types of assessment in the engage step -- Table 4.15 The business provider maturity model -- Table 4.16 The service provider and service consumer maturity assessment based on the four dimensions of service management -- Table 4.17 Readiness assessment checklist. Table 4.18 Organizational change readiness assessment checklist -- 4.4 Managing suppliers and partners -- Table 4.19 Relationship management service integrator activities -- 4.5 Summary -- CHAPTER 5 STEP 3: OFFER -- 5 Step 3: Offer -- Table 5.1 The purpose of shaping demand and service offerings -- 5.1 Managing demand and opportunities -- 5.1.1 Patterns of business activity -- Table 5.2 Example of pattern of business activity for an accounting process -- 5.1.2 Optimizing capacity -- Figure 5.1 Relationship between demand, capacity, and supply -- 5.1.3 Shaping or smoothing demand -- Table 5.3 Examples of adverse side-effects of charging mechanisms -- 5.1.4 Building the customer business case -- Table 5.4 Examples of typical areas of conflict and uncertainty -- Table 5.5 Conflicting customer and user priorities and needs -- 5.1.5 Building the service provider business case -- 5.2 Specifying and managing customer requirements -- 5.2.1 Roles and responsibilities -- Figure 5.2 The service delivery triangle: the roles involved in transforming needs into requirements -- Table 5.6 Examples of service consumer roles and requirement specification scenarios -- 5.2.2 Managing requirements -- 5.2.3 Separating the problem from the solution -- Table 5.7 A problem specification technique -- Table 5.8 Example use of the problem specification technique -- 5.2.4 Minimum viable product -- 5.2.5 User stories and story mapping -- Figure 5.3 An example of story mapping -- Table 5.9 Using epics, features, enablers, and stories to articulate requirements -- 5.2.6 The MoSCoW method -- 5.2.7 Weighted shortest job first -- Figure 5.4 Cost of delay divided by duration adapted to service management terms -- 5.3 Designing service offerings and user experience -- 5.3.1 Lean thinking -- Table 5.10 The five Lean principles -- 5.3.2 Agile product and service development. 5.3.3 User-centred design -- 5.3.4 Service design thinking -- 5.3.5 Service blueprinting -- Figure 5.5 Example of a service blueprint -- 5.3.6 Designing for onboarding -- Table 5.11 The continual improvement model and the onboarding approach -- 5.4 Selling and obtaining service offerings -- 5.4.1 Pricing -- Table 5.12 Pricing options -- 5.4.2 Internal sales -- 5.4.3 External sales -- Table 5.13 Different methods for requesting products and services -- 5.5 Summary -- CHAPTER 6 STEP 4: AGREE -- 6 Step 4: Agree -- Table 6.1 The purpose of aligning expectations and agreeing services -- 6.1 Agreeing and planning value co-creation -- 6.1.1 Types of service value drivers -- Table 6.2 Examples of value drivers for different types of service offerings -- 6.1.2 Service interaction method -- 6.1.3 Inherent and assigned characteristics of services -- 6.2 Negotiating and agreeing a service -- 6.2.1 Forms of agreement -- 6.2.2 Outcome-based agreements -- 6.2.3 From service consumer needs to agreement -- Table 6.3 Examples of differences in service relationship journeys in various circumstances -- Figure 6.1 Limitation of agreements: from service consumer needs to agreement -- 6.2.4 Negotiating and agreeing service utility, warranty,and experience -- Table 6.4 Examples of service utility descriptions and metrics -- Table 6.5 Examples of warranty requirements and associated metrics -- Table 6.6 Examples of experience characteristics and metrics -- 6.2.5 Negotiating and agreeing other terms and conditions -- 6.2.6 Standardizing and automating agreements -- Table 6.7 Examples of typical agreement actions for services provided to many individual consumers -- 6.2.7 Applying practices -- 6.3 Summary -- CHAPTER 7 STEP 5: ONBOARD -- 7 Step 5: Onboard -- Table 7.1 The purposes of onboarding and offboarding -- 7.1 Planning onboarding -- 7.1.1 Onboarding goals. 7.1.2 Onboarding scope.
Record Nr.	UNINA-9910794096403321

Autore	Limited AXELOS
Pubbl/distr/stampa	London : , : The Stationery Office Ltd, , 2020
Descrizione fisica	1 online resource (232 pages)
ISBN	0-11-331637-2
Formato	Materiale a stampa
Livello bibliografico	Monografia
Lingua di pubblicazione	eng
Nota di contenuto	Intro -- ITIL® 4: Drive Stakeholder Value -- Contents -- List of figures -- List of tables -- Foreword -- Preface -- About the ITIL 4 publications -- Figure 0.1 The service value system -- Figure 0.2 The ITIL service value chain -- Table 0.1 The ITIL management practices -- Figure 0.3 The continual improvement model -- Figure 0.4 The four dimensions of service management -- About the ITIL story -- ITIL Foundation recap -- CHAPTER 1 INTRODUCTION -- 1 Introduction -- 1.1 The importance of engagement -- Table 1.1 The steps of the customer journey -- 1.2 Key principles -- 1.2.1 Stakeholders -- Figure 1.1 Sample stakeholder map -- 1.2.2 Service consumers -- Figure 1.2 The three service consumer roles -- 1.2.3 Service relationships -- Figure 1.3 The service relationship model -- Table 1.2 Three fundamental service relationship types -- 1.2.4 Customer journeys -- Table 1.3 Example of a customer journey for resolving an incident -- Figure 1.4 Relationships between value streams and customer journeys -- Figure 1.5 Three aspects of the customer and user experience -- 1.2.5 Visibility -- Figure 1.6 The band of visibility -- 1.2.6 Value -- Figure 1.7 The customer journey and service interaction -- Figure 1.8 Three aspects of service value -- Figure 1.9 Considering outcomes, costs, and risks to achieve value -- 1.2.7 Products and services -- Figure 1.10 How services, service interactions, service offerings, products, and resources are related -- Figure 1.11 Example of a value driver framework -- CHAPTER 2 THE CUSTOMER JOURNEY -- 2 The customer journey -- Table 2.1 The purposes of identifying, understanding, and mastering the customer journey -- 2.1 Stakeholder aspirations -- Figure 2.1 The Disney Institute compass model -- Figure 2.2 The stages involved in designing end-to-end customer journeys and experiences -- 2.2 Touchpoints and service interactions. 2.3 Mapping the customer journey -- 2.3.1 Personas -- 2.3.2 Scenarios -- 2.3.3 Customer journey maps -- Figure 2.3 Example of a customer journey map -- 2.3.4 Understanding the customer experience -- Figure 2.4 The Johari window -- 2.4 Designing the customer journey -- 2.4.1 Design thinking -- 2.4.2 Leveraging behavioural psychology -- 2.4.3 Design for different cultures -- Figure 2.5 The eight dimensions of culture -- 2.5 Measuring and improving the customer journey -- 2.6 Summary -- CHAPTER 3 STEP 1: EXPLORE -- 3 Step 1: Explore -- Table 3.1 The purpose of the explore step -- 3.1 Understanding service consumers and their needs -- 3.1.1 Purpose -- Figure 3.1 The 'golden circle' -- Table 3.2 Typical stakeholders -- 3.1.2 External factors -- Table 3.3 Examples of key areas to address in a PESTLE analysis -- 3.1.3 Internal factors -- Table 3.4 Areas and questions to address in an internal assessment -- Figure 3.2 Model SWOT analysis -- 3.1.4 Objectives and opportunities -- Table 3.5 The steps of the ITIL continual improvement model -- 3.1.5 Risks and mitigation -- Table 3.6 Examples of scenario options -- 3.2 Understanding service providers and their offers -- 3.2.1 Industry standards and reference architectures -- 3.3 Understanding markets -- 3.3.1 Market segmentation -- Figure 3.3 Four bases for market segmentation -- 3.3.2 Identifying and analysing service consumers -- 3.4 Targeting markets -- 3.4.1 Value propositions -- 3.4.2 The marketplace and the marketspace -- 3.4.3 Personalizing and profiling -- 3.4.4 Targeted marketing -- Figure 3.4 The AIDA model -- 3.4.5 Brand and reputation -- 3.4.6 Sustainability and the triple bottom line -- Figure 3.5 Sustainability and the triple bottom line approach -- 3.4.7 Importance of existing customers -- 3.5 Summary -- CHAPTER 4 STEP 2: ENGAGE -- 4 Step 2: Engage. Table 4.1 The purpose of engaging and fostering relationships -- Figure 4.1 Aspects of service value -- 4.1 Communicating and collaborating -- Table 4.2 Three modes of listening and their application in different service management situations -- 4.1.1 Listening modes -- 4.1.2 Diversity -- 4.2 Understanding service relationship types -- Table 4.3 Engaging and fostering relationships in different environments -- 4.2.1 Basic relationship -- Table 4.4 Pros and cons for a basic service relationship -- 4.2.2 Cooperative relationship -- Table 4.5 Pros and cons for a cooperative relationship -- 4.2.3 Partnership -- Table 4.6 Pros and cons of a partnership -- 4.3 Building service relationships -- Figure 4.2 The service relationship ladder -- Table 4.7 The steps of the service relationship ladder -- Table 4.8 Initial engagement activities -- 4.3.1 Creating an environment that allows relational patternsto emerge -- 4.3.2 Building and sustaining trust and relationships -- Figure 4.3 Three Cs trustworthiness model -- Table 4.9 The three Cs model applied to a service relationship -- Table 4.10 Relationship management activities -- 4.3.3 Understanding service provider capabilities -- Table 4.11 Understanding the service provider capabilities checklist -- 4.3.4 Understanding customer needs -- Figure 4.4 Example of a value driver framework -- Table 4.12 Positive and negative effects of a self-service portal -- Table 4.13 Key product and service factors for service customer experience -- 4.3.5 Assessing mutual readiness and maturity -- Table 4.14 Types of assessment in the engage step -- Table 4.15 The business provider maturity model -- Table 4.16 The service provider and service consumer maturity assessment based on the four dimensions of service management -- Table 4.17 Readiness assessment checklist. Table 4.18 Organizational change readiness assessment checklist -- 4.4 Managing suppliers and partners -- Table 4.19 Relationship management service integrator activities -- 4.5 Summary -- CHAPTER 5 STEP 3: OFFER -- 5 Step 3: Offer -- Table 5.1 The purpose of shaping demand and service offerings -- 5.1 Managing demand and opportunities -- 5.1.1 Patterns of business activity -- Table 5.2 Example of pattern of business activity for an accounting process -- 5.1.2 Optimizing capacity -- Figure 5.1 Relationship between demand, capacity, and supply -- 5.1.3 Shaping or smoothing demand -- Table 5.3 Examples of adverse side-effects of charging mechanisms -- 5.1.4 Building the customer business case -- Table 5.4 Examples of typical areas of conflict and uncertainty -- Table 5.5 Conflicting customer and user priorities and needs -- 5.1.5 Building the service provider business case -- 5.2 Specifying and managing customer requirements -- 5.2.1 Roles and responsibilities -- Figure 5.2 The service delivery triangle: the roles involved in transforming needs into requirements -- Table 5.6 Examples of service consumer roles and requirement specification scenarios -- 5.2.2 Managing requirements -- 5.2.3 Separating the problem from the solution -- Table 5.7 A problem specification technique -- Table 5.8 Example use of the problem specification technique -- 5.2.4 Minimum viable product -- 5.2.5 User stories and story mapping -- Figure 5.3 An example of story mapping -- Table 5.9 Using epics, features, enablers, and stories to articulate requirements -- 5.2.6 The MoSCoW method -- 5.2.7 Weighted shortest job first -- Figure 5.4 Cost of delay divided by duration adapted to service management terms -- 5.3 Designing service offerings and user experience -- 5.3.1 Lean thinking -- Table 5.10 The five Lean principles -- 5.3.2 Agile product and service development. 5.3.3 User-centred design -- 5.3.4 Service design thinking -- 5.3.5 Service blueprinting -- Figure 5.5 Example of a service blueprint -- 5.3.6 Designing for onboarding -- Table 5.11 The continual improvement model and the onboarding approach -- 5.4 Selling and obtaining service offerings -- 5.4.1 Pricing -- Table 5.12 Pricing options -- 5.4.2 Internal sales -- 5.4.3 External sales -- Table 5.13 Different methods for requesting products and services -- 5.5 Summary -- CHAPTER 6 STEP 4: AGREE -- 6 Step 4: Agree -- Table 6.1 The purpose of aligning expectations and agreeing services -- 6.1 Agreeing and planning value co-creation -- 6.1.1 Types of service value drivers -- Table 6.2 Examples of value drivers for different types of service offerings -- 6.1.2 Service interaction method -- 6.1.3 Inherent and assigned characteristics of services -- 6.2 Negotiating and agreeing a service -- 6.2.1 Forms of agreement -- 6.2.2 Outcome-based agreements -- 6.2.3 From service consumer needs to agreement -- Table 6.3 Examples of differences in service relationship journeys in various circumstances -- Figure 6.1 Limitation of agreements: from service consumer needs to agreement -- 6.2.4 Negotiating and agreeing service utility, warranty,and experience -- Table 6.4 Examples of service utility descriptions and metrics -- Table 6.5 Examples of warranty requirements and associated metrics -- Table 6.6 Examples of experience characteristics and metrics -- 6.2.5 Negotiating and agreeing other terms and conditions -- 6.2.6 Standardizing and automating agreements -- Table 6.7 Examples of typical agreement actions for services provided to many individual consumers -- 6.2.7 Applying practices -- 6.3 Summary -- CHAPTER 7 STEP 5: ONBOARD -- 7 Step 5: Onboard -- Table 7.1 The purposes of onboarding and offboarding -- 7.1 Planning onboarding -- 7.1.1 Onboarding goals. 7.1.2 Onboarding scope.
Record Nr.	UNINA-9910806992003321

Autore	Limited AXELOS
Pubbl/distr/stampa	London : , : The Stationery Office Ltd, , 2019
Descrizione fisica	1 online resource (85 pages)
Soggetto genere / forma	Electronic books.
ISBN	0-11-331657-7
Formato	Materiale a stampa
Livello bibliografico	Monografia
Lingua di pubblicazione	eng
Nota di contenuto	Intro -- Copyright Page -- Contents -- Foreword -- Chief examiner's foreword -- About AXELOS -- Acknowledgements -- Chapter 1: The PRINCE2 qualifications -- 1.1 Purpose of the guide -- 1.2 How to prepare for your exam -- 1.3 How to take your exam -- 1.4 Overview of the PRINCE2 qualifications -- Chapter 2: Foundation qualification -- 2.1 Foundation syllabus -- 2.2 Foundation question types -- 2.3 Foundation exam structure -- 2.4 Foundation hints and tips -- 2.5 Foundation exam sample paper -- 2.6 Foundation exam sample paper answers and rationales -- Chapter 3: Practitioner qualification -- 3.1 Practitioner syllabus -- 3.2 Practitioner exam based on a scenario -- 3.3 Practitioner exam questions -- 3.4 Practitioner exam structure -- 3.5 Practitioner hints and tips -- 3.6 Permitted materials during the PRINCE2 practitioner exam -- 3.7 Practitioner exam sample paper -- 3.8 Practitioner exam sample paper answers and rationales -- Chapter 4: Maintaining your professional status -- Appendices -- Appendices A: Instructions for taking the online foundation exam -- Appendices B: Instructions for taking the online practitioner exam.
Record Nr.	UNINA-9910493210703321