ITSM Exam

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Karthickitil
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Wed May 04, 2011 6:23 am

Hi All

I need assistance from you all. I have planned to resit for ITSM V2 next week. When i wrote the exam last year i scored 44 in SD and 34 in SS. I thought i have written it well, However i didn't cleared those exam. I feel this is my tufest exam in my life.

My problem is i have the book knowledge, however i do not have a very good hands on exp,So i'm unable to think myself as an consultant and judge a correct answer to the question which is asked in the exam. Is there a way of writing the exam ? or is there any way to practice for this?

Please suggest

Warm Regards
Karthick Shanmugam


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UKVIKING
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Wed May 04, 2011 7:32 am

You should still have the materials from your course

In the course, the instructor would have asked you questions about certain aspects of the 10 and 1 - but solely on 1 process or function per question

What you need to do is be able to is take all of the kinds of questions that were asked -
Describe, list, explain, etc and work out for each process the answers,

1 - Every night until the course exam, you work with one process. you list describe, compare / contrast quesiton and you do it by hand writing the answers double space.

YOU SHOULD KNOW BY HEART AND DEEP IN YOUR HEAD THE BENEFITS, PARTS, COSTS, ETC FOR EACH PROCESS

Sorry about the UPPER Case - but it is important

The exam is not about reurgitating the information. It is about taking the information in each process and applying it to a specific situation ( question) and explaining the requested key points
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Karthickitil
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Wed May 04, 2011 8:17 am

Thank you John.,
UKVIKING wrote:You should still have the materials from your course

In the course, the instructor would have asked you questions about certain aspects of the 10 and 1 - but solely on 1 process or function per question

What you need to do is be able to is take all of the kinds of questions that were asked -
Describe, list, explain, etc and work out for each process the answers,

1 - Every night until the course exam, you work with one process. you list describe, compare / contrast quesiton and you do it by hand writing the answers double space.

YOU SHOULD KNOW BY HEART AND DEEP IN YOUR HEAD THE BENEFITS, PARTS, COSTS, ETC FOR EACH PROCESS

Sorry about the UPPER Case - but it is important

The exam is not about reurgitating the information. It is about taking the information in each process and applying it to a specific situation ( question) and explaining the requested key points
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UKVIKING
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Wed May 04, 2011 11:07 am

Look through this forum for some earlier past about the exam by myself, liz and a few others.. advice about how tot do the exam / study for it
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Karthickitil
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Tue May 10, 2011 12:49 am

John.., I am working on some sample questions, i have answer the KPIs for capacity management, Would please suggest would this be the correct answer?

KPIs
Forecast
Technology
Cost
Expenditures
Capacity Plan & Implement

Efficiency
Timely forecasts of resource requirements
Ability to monitor performance and throughput of all services
A reduction in panic buying
Utilization of planned expenditures
Reduction in lost business due to inadequate capacity


Effectiveness
Accurate forecasts of trends in resource utilization.
Implementation of new technology in line with requirements
Planned buying is always cheaper than panic buying
Accurate forecasts of planned expenditures
New services are implemented inline with requirements


There is another quest to explain the IT Cost model, Do i need to talk only about the Direct & indirect cost? what more i can take about it
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Karthickitil
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Wed May 18, 2011 2:34 am

Hi John..,

Finally i wrote both the exams last week, waste of time in preparing the sample questions .,nothing helped.
Thanks for your suggestion it helped me in answering the questions.

i went through your comment about ITIL V3 Master bridge ..,

I wanted to become an Consultant., so does it mandatory to do ITIL V3 manager bridge ?

I am currently working as an Team lead an Techno-Managment profile., so i do not have real time exp in all the ITIL process, Just have a book knowledge and work on Service support process at times, would that help?
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Diarmid
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Wed May 18, 2011 5:09 am

I'm not sure anything is mandatory to become a consultant. But it helps to sound convincing.
"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
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TomOzITIL_2
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Mon May 30, 2011 8:48 pm

UKVIKING wrote:You should still have the materials from your course

In the course, the instructor would have asked you questions about certain aspects of the 10 and 1 - but solely on 1 process or function per question

What you need to do is be able to is take all of the kinds of questions that were asked -
Describe, list, explain, etc and work out for each process the answers,

1 - Every night until the course exam, you work with one process. you list describe, compare / contrast quesiton and you do it by hand writing the answers double space.

YOU SHOULD KNOW BY HEART AND DEEP IN YOUR HEAD THE BENEFITS, PARTS, COSTS, ETC FOR EACH PROCESS

Sorry about the UPPER Case - but it is important

The exam is not about reurgitating the information. It is about taking the information in each process and applying it to a specific situation ( question) and explaining the requested key points
You will be well served understanding the general approach to "implementing", then managing a process. PDCA is as good a way as any.

off the top of my head
(and not particularly comperhensive)
PLAN
Business case (= leadership buy-in, explore options and ROI)
Establishment Project Plan (people, process, maybe tooling, maybe baseline maturity assessment)

DO
Executing on the Plan
Engaging people (RACI for process owner, manager, analyst, end user, comms, education)
Policy, process, maybe procedures
Success measures (the project, ongoing process health & process performance), reporting capability
Automate with a tool if it makes sense (not because tool vendor said so)

CHECK
Measure outcomes, maybe reasses maturity, analyse issues/gaps, improvement plan

ACT
Make improvements, keep remeasuring etc.

hope this helps.
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TomOzITIL_2
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Mon May 30, 2011 8:54 pm

By the way.

The top 3 things people get wrong when sitting the V2 Manager exam are:

Not answering the question
Not managing their time during the exam (spend 35 mins on each question!)
Waffling and writing sentences/paragraphs when bullet points will get more marks. If a part of a question asks for pros & cons and is worth 8 marks, then list 8 of each in dot points. Don't write an essay. It is easier for the examiner to award marks if they can easily read your answer.

I scored 70 SS and 82 SD - it worked for me.

PS: I hand wrote notes on the following for each process as preparation.
• Definition of each process

• The benefits and advantages of each process

• The costs to implement each process and costs to maintain each process

• Critical Success Factors for each process

• The disadvantages/challenges of each process

• How to implement all of the processes

• Generic items that are pretty much standard whichever process you implement

• The interface points, the outputs of one process to the inputs of another

• How - when implemented together - they generate further benefits for the organisation

• The "desired results" that organisations/management are looking to achieve with ITIL processes

• The boundaries of ITIL, where ITIL effectively ends and another (e.g. COBIT, Six Sigma) begins. Don't need to know the other process in ANY detail, but simply understanding how far you can take ITIL before you need to employ the methodologies of another process is beneficial.

• Job descriptions for Process Owners & Process Participants
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Karthickitsm
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Fri Jul 22, 2011 10:52 am

John & Tom thanks you so much for your advice,
I cleared SD & SS ., I have also completed ITIL V3 Expert.

Currently i am working as a release manager, however i wanted to get into Consulting firm. Since i do not have a prior exp in consulting unable to crack the interviews when they ask any scenario based questions.

Is there any company who take Junior for consulting ? if do please suggest me.

If not what is the best way to learn about consulting.

Please advice.

i have lost my user ID & password, thus i have created a new one and replying to my older note.

Warm regards
Karthick Shanmugam
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