ITIL V3 Foundation Bridge Certification Exam Preparation Course in a Book for Passing the ITIL V3 Foundation Bridge Exam: The 'How to Pass on Your First Try' Certification Study Guide Notice of Rights: Copyright © The Art of Service. All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability: The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks: Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S. Patent and Trademark Office. 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You will then receive a reply email back from us, complete with your bonus ebook download link. It's that simple! Foreword This Exam Preparation book is intended for those preparing for the ITIL® V3 Foundation Bridging Exam. Only the new V3 content is covered in this exam preparation guide. If the V2 process has not changed in V3 – it will not be covered or mentioned in this book. The Art of Service is an Accredited Training Organization for this program and has been training this course for more than 8 years. The strategies and content in this book is a result of experience and understanding of the ITIL® Foundation Program, and the exam requirements. This book is not a replacement for completing the course. This is a study aid to assist those who have completed an accredited course and preparing for the exam. Do not underestimate the value of your own notes and study aids. The more you have, the more prepared you will be. While it is not possible to pre-empt every question and content that MAY be asked in the Foundation Bridging exams, This Book covers the main concepts of IT Service Management, each phase and process in the Service Lifecycle and is followed by a Practice Exam (created by The Art of Service). Each Process contains a summarized overview of key knowledge for the Foundation Bridging Exam. These overviews are designed to help you to reference the knowledge gained through the course. Due to licensing rights, we are unable to provide actual APMG Exams. However, the study notes and sample exam questions in this book will allow you to more easily prepare for an APMG ITIL ® Foundation exam. Ivanka Menken Executive Director, The Art of Service http://www.theartofservice.com/ 2 Table of Contents 1 Foreword.............................................................................. 1 2 Table of Contents................................................................. 2 3 ITIL® v3 Certification Pathway............................................. 4 4 Exam Specifics.................................................................... 5 5 Exam Prerequisites.............................................................. 5 6 Exam Hints.......................................................................... 6 7 The Art of Service Objective Tree........................................ 9 8 Study Notes....................................................................... 10 9 IT Service Management..................................................... 11 10 ITIL ® v3 Service Lifecycle ................................................ 14 11 Service Strategy ................................................................ 15 12 Service Portfolio Management........................................... 17 13 Demand Management....................................................... 18 14 Service Design................................................................... 19 15 Supplier Management........................................................ 21 16 Service Catalog Management............................................ 23 17 Capacity Management....................................................... 24 18 Availability Management.................................................... 25 19 IT Service Continuity Management.................................... 26 20 Information Security Management..................................... 27 21 Service Transition.............................................................. 29 22 Knowledge Management................................................... 30 23 Service Asset and Configuration Management.................. 31 24 Change Management........................................................ 32 25 Release and Deployment Management............................. 34 26 Service Validation and Testing .......................................... 36 27 Service Operation.............................................................. 37 28 Service Desk Function....................................................... 38 29 Technical Management Function....................................... 40 30 IT Operations Management Function................................. 41 31 Application Management Function..................................... 42 32 Event Management............................................................ 43 33 Problem Management........................................................ 44 34 Request Fulfilment............................................................. 45 35 Access Management......................................................... 46 36 Continual Service Improvement......................................... 47 Copyright The Art of Service 2 37 Service Measurement and Reporting................................. 48 38 Continual Service Improvement Process........................... 49 39 Practice Exam Questions................................................... 50 40 Answers............................................................................. 77 41 ACRONYMS...................................................................... 78 42 Glossary............................................................................. 80 43 References........................................................................ 83 Notice of Rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. 3 Copyright The Art of Service 3 ITIL® v3 Certification Pathway Since the launch of ITIL v3 in July 2007, a new certification path was also released. This new path encompasses all the new v3 Programs, ending in the possible attainment of “Expert Status”. The figure below demonstrates the possible pathways that you could take to achieve the Expert status. To achieve Expert status, you are required to gain a minimum of 22 points by completing various ITIL® v3 programs: o You must complete the v3 Foundation Program (2 points) o You must complete the Managing Across the Lifecycle Program (5 points) o The remaining 15 points must come from The Intermediate Stream (Capability and Lifecycle Programs) (The numbers on each program indicate the points value.) It is yet to be finalized how the “Advanced Level” can be achieved, but is expected to be based on demonstration of practical experience in ITIL and IT Service Management. Copyright The Art of Service 4 4 Exam Specifics The APMG ITIL® v3 Foundation Bridging exam is: o Multiple choice exam o 30 minutes in length o 20 questions o Pass mark is 13/20 or 65% o Closed book exam o Only 1 answer out of 4 possible answers is correct. It is possible to do a paper based or a web based exam. (Please check with your Accredited Examination Centre for more information on this). 5 Exam Prerequisites Accredited Foundation training is strongly recommended but not a Prerequisite. 5 Copyright The Art of Service 6 Exam Hints WE STRONGLY ADVISE THAT YOU REVIEW YOUR ITIL V2 FOUNDATION MATERIAL. EVEN THOUGH V2 CONTENT MAY NOT BE COVERED IN YOUR TRAINING PROGRAM THEY MAY ASK YOU QUESTIONS RELATED TO V2 PROCESSES! (and as such we have included a whole range of practice exam questions) As stated earlier – there are 20 multiple-choice questions, with 4 possible answers. APMG says that there are “no trick” questions. To an extent they are correct… IF you have done your study and understand the concepts you should get through the exam. You need 13/20 to pass. If you break down the style of questions, generally 1/3 of the questions are basic content – memorizing definitions and terminology… 1/3 tests your understanding of the concepts. The remaining 1/3 of the questions are aimed much more at a synthesis/application level to really test your understanding. So, with a reasonable amount of study, you can pass the exam. However to help you maximize your understanding of the exam process, these are some important hints that I have learnt and teach my students when preparing for the exam: o The most obvious is “read the question carefully”. They are very specific about the wording of the question and what it is they are wanting. Identify the key words and use this to select your answer. o Plural schmural…. - Ignore the singular or plural use of words. Because the answer selections may contain answers which has 1 answer (eg Service Strategy), or more than 1 (eg SS, SD, ST). To maintain ambiguity so as not to “give the answer away” they will mix and match the singular/plural…… eg is/are, activity/activities Copyright The Art of Service 6 o 1,2,3,4….a,b,c,d… - More and more questions are appearing in the mock exams which seem to have the structure of consider the following (4) statements. Which are relevant/correct for the question. And the answer response will be for example – a) -1, b) 1,2,4 c) all the above …and so on. The strategy to answering these is to look at each statement, tick if you agree, X if you don’t. I advise you physically mark these on the exam paper. Then match your selections to the answer. o “Primary” – APMG likes to use this word. The word “primary” implies that the answer will be just “one” process, phase, whatever. It is unlikely that primary means that more than 1 process, phase will do “it”. o “All…every” - These 2 words seems to trip my participants more than any other. If you see a response/question which contains either of these 2 words, you need to consider these to apply to….ALL/EVERY possible scenario, and not just those related to the question. Eg - availability management is responsible for ALL targets in SLA… NO – because there are many more targets in an SLA than just availability targets… be careful! o Correct vs more Correct…. – APMG likes to use the “which is correct….” type questions. When you see these, it is likely that there will be more than 1 answer that is correct… you need to choose the “more/most correct”. Look for the “all- encompassing” answer. When you get down to 2 possible responses, try and identify which contains more, or conversely which might only be “part” right (might be activities of that process, but not all encompassing). o If you are stuck – leave it and go back to the question at the end. You should have time. o “Technology” – if you have a question that asks what would technology help? Everything (except wisdom)!!!! – We are in IT. Therefore to help us deliver IT, technology should help us as much as possible… 7 Copyright The Art of Service