IT Service Management Foundation Certification Exam Preparation

24 Jul

IT Service Management for a general audience

Preparing for the Foundation Certificate in IT Service Management

  • Short untimed and timed Practice Exams 15 questions to check your knowledge at http://exams.kedarlearning.com/ responses indicate some reasons why a particular answer is correct.
  • Online Practice Exams (registration required) at http://www.itsm-portal.com/
    • ITSM Practice Exams online – ...Only one accessible, each answer reveals if it is correct (or not). The program keeps a running percentage.
      • Eight different ITIL Foundation practice exams are on the ITSM Tools Menu. These provide users a means to verify their knowledge on a continuous basis. The exam comes in beginner version (offers hints and no time constraints) and advanced version ( no hints and 60 minute timer). At the end, you receive a score.
  • Tips for the ITIL® Foundation Exam:
    • Know the Deming Circle:




      Hint: Plan, Do, Check and Act are in reverse alphabetic order.
    • Know Security Management section from your class materials or an ITIL Introduction book
    • Know “Benefits of ITIL” such as
      • A better alignment of the goals of the IT department and the business
      • Clearer communication between IT and its customers
      • Greater efficiency in the use of technology
      • Potentially reduced IT expenses
      • High quality IT services
      • Enhanced customer relationships and satisfaction
      • Consistency in the way IT services are provided
      • Continual service improvement
    • Practice some questions in the form: event, response from a person or a group, what part of the ITIL® process was used by the person/group
  • Tips on Passing the Foundation Exam http://www.foundationsuccess.com (good link with active material as of May 9, 2006)
    • This site offers useful pre-course reading materials: ITIL Introductory Presentation, ITIL Overview Guide and ITIL Primer with Images