two answers for one question.

[zli]

The 7 Step Improvement Process can most accurately be described as?

a) The Seven P’s of Continual Service Improvement (CSI)

b) A service improvement methodology based on the Deming Cycle

c) A set of roles and responsibilities for managing service improvements

d) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

I got two answers from different sources, one is C, the other D.

Which one is right?

[ClaireAgutter]

Hi Zli

This is the danger with a lot of the ITIL info on the internet.

The correct answer to that question would be d).

Claire

[zli]

Here is another question.

Which of the following statements about the Service Desk are CORRECT?

1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues

2. The Service Desk is always the owner of the Incident Management process

a) 2 only

b) 1 only

c) All of the above

d) None of the above

The answer given is D, but I reckon it should be B. Any thoughts, Clair?

[UKVIKING]

Zli

As it appears that instead of spending money to take a course where the instructor can explain the concepts and answer your question, you have opted for the cheaper self study method for passing the ITIL Foundation exam

The forum is not a study site nor is it here in replacement of a training course.

While the forum is the place to discuss ITIL and its process and to get clarity or obsfucate somehting, the forum should not be used to validate your answers

because some of us will merely say

RTFM

and e) all of the above
or f) none of the above
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Diarmid]

Or, to put it another way, how do you know we will give the correct answers? How do you know that we know the correct answers?
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[ClaireAgutter]

I think this thread also highlights the need to be very selective when choosing the self study route - try and get access to some kind of approved material (like the Foundation Exam handbook) and make sure it's aligned to the latest version of the syllabus.

There are 2 questions in this thread with answers that don't appear to agree with the books - which wouldn't fill me with confidence when approaching the exam.

Sometimes it's worth making a small investment in study material to offset the cost of resitting the exam.