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Chapter 9 ■ ITIL Foundation Exam Tips and Tricks the ITIL Expert certification exam. For example, you can take a select number of service lifecycle modules and service capability modules, or you can complete the entire set of lifecycle and capability modules. The choice is yours. To become an ITIL Expert, you are required to pass the Managing Across the Lifecycle (MALC) exam. This exam gives you five credits, which takes you to a credit rating of 22 points, which is the minimum requirement to become an ITIL Expert. The MALC exam covers the entire ITIL service lifecycle and tests your knowledge on the entire ITIL framework. ITIL EXPERT EXAM PATTERN Scenario-based questions: each scenario will pose one or more questions. There are ten questions in the paper. Exam duration: 120 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 35 out of a possible 50 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. 9.1.5 ITIL Master Certificate The ITIL Master certificate is the pinnacle of ITIL certifications. This is the final destination, and the ride is definitely not easy. The certification tests you on the basis of applying the ITIL principles, concepts, management techniques, and methodologies in the workplace. The candidate is expected to present a thesis of a personal experience of service management, present the problem, and describe how the problem was solved. This is a no-holds-barred certification. There is no prescribed syllabus. There is no training available. The master is expected to know the ins and outs of ITIL problem tackling and the solution that that can be developed and implemented. To be eligible for the ITIL Master certification, the candidate must be ITIL Expert certified and should have at least five years’ experience in a managerial or a leadership role. 233
Chapter 9 ■ ITIL Foundation Exam Tips and Tricks 9.2 ITIL Examination Providers As discussed in Chapter 1, Axelos is the organization that owns the ITIL Framework. The company is a joint venture between the UK government and Capita. The ITIL publications were created by a massive team of ITIL experts and masters. When you read the publication, if you are sensitive to writing styles, you can observe the different styles across various sections and books. However, Axelos does not conduct exams on their own, but instead, have partnered with examination institutes to conduct exams and to accredit training organizations and trainers. At the time of writing, the authorized examination institutes are: • APMG International • EXIN • PeopleCert • BCS, Learning and Development Ltd • Acquiros The most popular ones are APMG International and EXIN. The examination institutes frame their own question papers, based on the framework laid out by Axelos. 9.3 Foundation Exam Tips and Tricks I first became ITIL Foundation certified in its second version: ITIL v2. I had worked for at least four years in this ITIL version before I became ITIL v3 certified. There was a world of change between the two versions, and for me, it was relooking at ITIL from whole different angle, and even after working in ITIL principles, I had to go through the cycle of exam preparation and the nerves on the exam day. ITIL v3 was not as popular as it is now, and there weren’t too many people to guide you along. It was strenuous but heartwarming when the PASS result was displayed on the screen. When I started training for ITIL, I became aware of a number of techniques, patterns, and shortcuts that one could use to pass the ITIL exam. When you see exam papers for too long, you pick up the intricate details, variations, and patterns. The techniques I advocated worked as I expected, and my students, who attended a day and a half training session, were in a good position to take and pass the exam. I never asked them to study at home after the first day. It was not needed. In this section, I will pass on the tips and tricks that have helped my students all along. 9.3.1 Preparation Reading this book in its entirety is sufficient. I don’t expect you to read any other material to pass the exam. However, the information provided in this book is based on the ITIL Foundation examination syllabus. There is much more to ITIL than what I have touched upon. My recommendation is that you just stick to this book before you take the ITIL 234
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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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Chapter 2 ■ Generic Concepts 2.2.
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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4.1.4 Patterns Chapter 4 ■ Servic
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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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6.4.1.7.7 Review and Change Closure
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6.5 Practice Exercises 1. Which of
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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
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