Bernard Passing the ITIL® V3 Intermediate Exams - The Study Guide

1. Auflage 2011
ISBN: 978-90-8753-909-2
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 398 Seiten

Reihe: Best Practice Library

This book helps people prepare for the ITIL® Intermediate qualification exams. It contains tips for selecting the appropriate course, preparation and finally what trainers and examiners expect you to achieve during pre-exam training sessions. Additionally, this book covers tips on reading and understanding the syllabi, scenarios, supplemental information, and sample question and the answers.

Written by a respected ITIL trainer and reviewed by other global professionals this unique work provides clear and concise guidance for all those seeking to build on the ITIL training they have received at Foundation Level. Additionally it provides Personnel and Human Resource professionals with a guide as to how this training should be used to improve efficiencies and business delivery – the training should support a business wider agenda and not simply be a route to a certificate. The title covers:

Clear and concise explanations of the exam structure;

Learning principles;

Preparation for courses;

Real exam questions and sample answers;

Hints and Tips and

Exam Techniques

This book will save readers time and effort by highlighting the expectations of examiners and the key preparation elements that will increase chances of success.

Autoren/Hrsg.

Bernard, Pierre

Inhaltsverzeichnis

1;Foreword;6
2;Acknowledgements;8
3;Preface;10
4;Introduction;16
4.1;Use of acronyms;16
4.2;Referencing the official ITIL books;17
4.3;Referencing the official syllabuses;17
4.4;Structure of the book;17
5;chapter 1 The qualification scheme;22
5.1;The Foundation level;22
5.2;The ITIL Foundation level qualification;23
5.3;The Intermediate level;25
5.4;The Expert level;27
5.5;The Master level;29
5.6;The Complementary level;31
6;chapter 2 Selecting the appropriate qualification;34
6.1;The ITIL qualification scheme;36
6.2;Education and training issues;37
6.3;Which stream or qualification should an IT professional
aim for?;44
6.4;Why is there a requirement to attend a preparatory course before taking an Intermediate level exam?;47
6.5;Competition for your education budget;50
6.6;Frameworks, methodologies and standards;52
6.7;Summary: where do you start?;55
7;chapter 3 Adult learning principles;56
7.1;Adults as learners;56
7.2;Motivating the adult learner;56
7.3;Bloom’s Taxonomy of Learning;57
7.4;Summary;72
8;chapter 4 The right qualification for ;74
8.1;ITIL V3 qualifications highlights;74
8.2;Management focus (Service Lifecycle);74
8.3;Practitioner focus (Service Capabilities);77
8.4;ITIL V3 qualifications acronyms;78
8.5;Syllabus coverage for Practitioner qualifications;78
8.6;Processes covered;79
8.7;Learning outcomes;80
8.8;Mapping qualifications to job focus;81
8.9;Different job focus means different courses;83
8.10;Credit value and system;84
8.11;Contact hours;84
8.12;Focus of the qualifications;85
8.13;Summary;89
9;chapter 5 Course and examination preparation tips;90
9.1;A note about examinations;90
9.2;Before you attend the course;91
9.3;Understanding the syllabus;95
9.4;Foundation certificate;95
9.5;The Foundation exam;97
9.6;The Foundation level exam;98
9.7;Multiple-choice questions;99
9.8;About the Foundation syllabus;101
9.9;Operational Support and Analysis Certificate;103
9.10;During the course delivery;143
9.11;Reading the material;145
9.12;Understanding the material;146
9.13;Summary;149
10;chapter 6 Understanding the exam paper;150
10.1;Before you start the examination;150
10.2;Characteristics of scenarios;152
10.3;How to read a scenario;153
10.4;Identifying the relevant information;164
10.5;OSA Sample Paper 1 – Scenario Two;165
10.6;SO Sample Paper 1 – Scenario Six;170
10.7;Summary;173
11;chapter 7 Understanding the question;176
11.1;About a few sample questions;177
11.2;Operational Support and Analysis – OSA;180
11.3;Release Control and Validation – RCV;187
11.4;Planning, Protection and Optimization – PPO;195
11.5;Service Offerings and Agreements – SOA;201
11.6;Service Strategy;206
11.7;Service Design;213
11.8;Service Transition;221
11.9;Service Operation;227
11.10;Continual Service Improvement;235
11.11;Managing Across The Lifecycle;242
11.12;Summary;252
12;chapter 8 Exploring the syllabuses;254
12.1;Capabilities stream;254
12.2;Syllabuses at a glance;262
12.3;Lifecycle stream;272
12.4;Syllabus at a glance;279
12.5;Summary;290
13;chapter 9 Using scenarios for practice;292
13.1;Service Strategy;293
13.2;How to approach each question in relation to Scenario One;303
13.3;Summary;305
14;chapter 10 Using exam questions for practice;306
14.1;Summary;318
15;chapter 11 Using answers and rationales for practice;320
15.1;Summary;323
15.2;A few final words from the author;324
16;Appendices;326
17;Appendice a Owner, Publisher, and Accreditor;328
18;Appendice b Information about the Examining Institutes;330
19;Appendice c References;334
20;Appendice d Some complementary frameworks, methodologies and standards;336
21;Appendice e Frameworks and methodologies for ITSM;338
22;Appendice f List of tables;340
23;Appendice g List of figures;342
24;Glossary;344