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.
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ISBN-13
978-90-8753-909-2 (9789087539092)
Schweitzer Klassifikation
1 - Foreword [Seite 6]
2 - Acknowledgements [Seite 8]
3 - Preface [Seite 10]
4 - Introduction [Seite 16]
4.1 - Use of acronyms [Seite 16]
4.2 - Referencing the official ITIL books [Seite 17]
4.3 - Referencing the official syllabuses [Seite 17]
4.4 - Structure of the book [Seite 17]
5 - chapter 1 The qualification scheme [Seite 22]
5.1 - The Foundation level [Seite 22]
5.2 - The ITIL Foundation level qualification [Seite 23]
5.3 - The Intermediate level [Seite 25]
5.4 - The Expert level [Seite 27]
5.5 - The Master level [Seite 29]
5.6 - The Complementary level [Seite 31]
6 - chapter 2 Selecting the appropriate qualification [Seite 34]
6.1 - The ITIL qualification scheme [Seite 36]
6.2 - Education and training issues [Seite 37]
6.3 - Which stream or qualification should an IT professional [Seite Which stream or qualification should an IT professional ]
aim for? - 44 [Seite 44]
6.4 - Why is there a requirement to attend a preparatory course before taking an Intermediate level exam? [Seite 47]
6.5 - Competition for your education budget [Seite 50]
6.6 - Frameworks, methodologies and standards [Seite 52]
6.7 - Summary: where do you start? [Seite 55]
7 - chapter 3 Adult learning principles [Seite 56]
7.1 - Adults as learners [Seite 56]
7.2 - Motivating the adult learner [Seite 56]
7.3 - Bloom's Taxonomy of Learning [Seite 57]
7.4 - Summary [Seite 72]
8 - chapter 4 The right qualification for [Seite 74]
8.1 - ITIL V3 qualifications highlights [Seite 74]
8.2 - Management focus (Service Lifecycle) [Seite 74]
8.3 - Practitioner focus (Service Capabilities) [Seite 77]
8.4 - ITIL V3 qualifications acronyms [Seite 78]
8.5 - Syllabus coverage for Practitioner qualifications [Seite 78]
8.6 - Processes covered [Seite 79]
8.7 - Learning outcomes [Seite 80]
8.8 - Mapping qualifications to job focus [Seite 81]
8.9 - Different job focus means different courses [Seite 83]
8.10 - Credit value and system [Seite 84]
8.11 - Contact hours [Seite 84]
8.12 - Focus of the qualifications [Seite 85]
8.13 - Summary [Seite 89]
9 - chapter 5 Course and examination preparation tips [Seite 90]
9.1 - A note about examinations [Seite 90]
9.2 - Before you attend the course [Seite 91]
9.3 - Understanding the syllabus [Seite 95]
9.4 - Foundation certificate [Seite 95]
9.5 - The Foundation exam [Seite 97]
9.6 - The Foundation level exam [Seite 98]
9.7 - Multiple-choice questions [Seite 99]
9.8 - About the Foundation syllabus [Seite 101]
9.9 - Operational Support and Analysis Certificate [Seite 103]
9.10 - During the course delivery [Seite 143]
9.11 - Reading the material [Seite 145]
9.12 - Understanding the material [Seite 146]
9.13 - Summary [Seite 149]
10 - chapter 6 Understanding the exam paper [Seite 150]
10.1 - Before you start the examination [Seite 150]
10.2 - Characteristics of scenarios [Seite 152]
10.3 - How to read a scenario [Seite 153]
10.4 - Identifying the relevant information [Seite 164]
10.5 - OSA Sample Paper 1 - Scenario Two [Seite 165]
10.6 - SO Sample Paper 1 - Scenario Six [Seite 170]
10.7 - Summary [Seite 173]
11 - chapter 7 Understanding the question [Seite 176]
11.1 - About a few sample questions [Seite 177]
11.2 - Operational Support and Analysis - OSA [Seite 180]
11.3 - Release Control and Validation - RCV [Seite 187]
11.4 - Planning, Protection and Optimization - PPO [Seite 195]
11.5 - Service Offerings and Agreements - SOA [Seite 201]
11.6 - Service Strategy [Seite 206]
11.7 - Service Design [Seite 213]
11.8 - Service Transition [Seite 221]
11.9 - Service Operation [Seite 227]
11.10 - Continual Service Improvement [Seite 235]
11.11 - Managing Across The Lifecycle [Seite 242]
11.12 - Summary [Seite 252]
12 - chapter 8 Exploring the syllabuses [Seite 254]
12.1 - Capabilities stream [Seite 254]
12.2 - Syllabuses at a glance [Seite 262]
12.3 - Lifecycle stream [Seite 272]
12.4 - Syllabus at a glance [Seite 279]
12.5 - Summary [Seite 290]
13 - chapter 9 Using scenarios for practice [Seite 292]
13.1 - Service Strategy [Seite 293]
13.2 - How to approach each question in relation to Scenario One [Seite 303]
13.3 - Summary [Seite 305]
14 - chapter 10 Using exam questions for practice [Seite 306]
14.1 - Summary [Seite 318]
15 - chapter 11 Using answers and rationales for practice [Seite 320]
15.1 - Summary [Seite 323]
15.2 - A few final words from the author [Seite 324]
16 - Appendices [Seite 326]
17 - Appendice a Owner, Publisher, and Accreditor [Seite 328]
18 - Appendice b Information about the Examining Institutes [Seite 330]
19 - Appendice c References [Seite 334]
20 - Appendice d Some complementary frameworks, methodologies and standards [Seite 336]
21 - Appendice e Frameworks and methodologies for ITSM [Seite 338]
22 - Appendice f List of tables [Seite 340]
23 - Appendice g List of figures [Seite 342]
24 - Glossary [Seite 344]
