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9.1.3.1 Service Lifecycle Modules Chapter 9 ■ ITIL Foundation Exam Tips and Tricks Service lifecycle modules are comprised of five individual certifications, each certification attributed to every phase in the ITIL service lifecycle. The individual certifications are: 1. Lifecycle Service Strategy 2. Lifecycle Service Design 3. Lifecycle Service Transition 4. Lifecycle Service Operations 5. Continual Service Improvement The lifecycle module is meant for professionals who are interested in positions in service management. It provides ample advice, methodology, tricks, and techniques to manage and improve processes and process outcomes. You are required to take a mandatory training workshop from an accredited training organization (ATO). The course is stipulated to run for three days, with the certification exam included on the final day. ITIL INTERMEDIATE EXAM PATTERN Scenario-based questions: each scenario will pose one or more questions. There are eight questions in the paper. Exam duration: 90 minutes Closed-book exam Multiple choice: each question will have four possible answers. Only one answer is completely wrong. Only one answer is completely right. The other two are partly right, one more right than the other. You are expected to score 28 out of a possible 40 marks: 70% The wrong answer give you 0 marks and the correct answer earns you 5 marks. The second-best answer earns you 3 marks. And the third-best answer earns you 1 mark. Each of the service lifecycle modules earn three credits toward ITIL Expert certification. 231
Chapter 9 ■ ITIL Foundation Exam Tips and Tricks 9.1.3.2 Service Capability Modules Service capability modules consist of four individual certifications, and each certification consists of processes from one or more phases in the ITIL service lifecycle. The individual certifications are: 1. Operational Support and Analysis (OSA) 2. Planning, Protection, and Optimization (PPO) 3. Release, Control, and Validation (RCV) 4. Service Offerings and Agreements (SOA) The service capability modules are designed for professionals who need in-depth knowledge to design and execute the processes. If you want to be a service management consultant, this is the module to undergo. You are required to take a mandatory training workshop from an accredited training organization (ATO). The course is stipulated to run for five days, with the certification exam included on the final day. SERVICE CAPABILITY MODULES EXAM PATTERN Scenario-based questions: each scenario will pose one or more questions. There are eight questions in the paper. Exam duration: 90 minutes Closed-book exam Multiple choice: each question will have four possible answers. Only one answer is completely wrong. Only one answer is completely right. The other two are partly right, one more right than the other. You are expected to score 28 out of a possible 40 marks: 70% The wrong answer give you 0 marks and the correct answer earns you 5 marks. The second-best answer earns you 3 marks. And the third-best answer earns you 1 mark. Each of the service capability modules earn five credits toward ITIL Expert certification. 9.1.4 ITIL Expert Certificate If you wish to possess and showcase overall ITIL expertise, ITIL Expert is the certification for you. As a prerequisite, you need to have earned at least 17 credits from the Foundation, Practitioner, and Intermediate certificates. There are several combinations that you could choose within the ITIL Intermediate certifications to be eligible for taking 232
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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Chapter 2 ■ Generic Concepts rece
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy that
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design Jan Fe
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Chapter 5 ■ Service Design Think
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Chapter 5 ■ Service Design Polici
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Chapter 5 ■ Service Design Tradit
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Chapter 5 ■ Service Design 5.7.5
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Chapter 5 ■ Service Design busine
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Chapter 5 ■ Service Design 7. If
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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Chapter 6 ■ Service Transition Cr
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Chapter 6 ■ Service Transition It
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Chapter 6 ■ Service Transition 6.
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Chapter 6 ■ Service Transition WI
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Chapter 6 ■ Service Transition Co
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Chapter 6 ■ Service Transition 10
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6.5 Practice Exercises 1. Which of
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Chapter 6 ■ Service Transition 10
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 7 ■ Service Operations Yo
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Chapter 7 ■ Service Operations
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Chapter 7 ■ Service Operations Th
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Page 255 and 256: Index A Access management and info
Page 257 and 258: ■ INDEX definition, 108 objective
Page 259 and 260: ■ INDEX J JAVA team, 190 K Key
Page 261 and 262: ■ INDEX Service catalog managemen
Page 263: ■ INDEX OR gate, 19 parts, 20 per
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