Foreword This exam preparation book is intended for those preparing for the ITIL® V3 Intermediate Lifecycle Stream: Service Strategy Exam. The Art of Service is an Accredited Training Organization for this program and has been training this course since 1998.
The strategies and content in this book is a result of experience and understanding of the ITIL® Service Strategy 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. While it is not possible to pre-empt every question that may be asked in the Intermediate Service Strategy exam, this book includes the main concepts covered within the ITIL Intermediate Service Strategy Syllabus and a Practice Exam (created by The Art of Service). Each Process contains a summarized overview of key knowledge.
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® Service Strategy exam. Good luck! Ivanka Menken Executive Director The Art of Service ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S.
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It is that simple! Table of Contents — Scaled Marking system: Most correct answer – 5 marks Next – 3 marks Next – 1 mark 1 answer – 0 marks. 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). Exam Prerequisites In order to sit the ITIL Intermediate Service Strategy Exam, you must have an ITIL v3 Foundation Certificate or ITIL v2 Foundation plus Bridge Certificate and completion of an accredited program from an ITIL Accredited Training Provider. Exam Hints When it comes time to sit your exam, you need to do this through an accredited Authorized Examination Center.
You may have the option to do the exam as web or paper-based.
Either way, you will be given a paper copy of the Scenarios.
This is a good thing, especially if you are doing web-based.
Do not waste time opening web versions of the scenario – use the paper ones). Do not be fooled by the ‘only 8 questions’ concept.
These questions are designed to test you: not only your knowledge, but also your understanding and application of the theory.
You have 90 minutes, which means roughly 11 minutes per question.
Most questions come with their own case study/scenario.
You need to carefully read the scenario, then the question, then the scenario again. There are 4 possible answers: 1 is completely wrong and usually it is obvious to see which that is.
You need a score of 28/40 to pass.
This means that if the answers are based on a 5/3/1/0 scale – you really cannot afford to get any 0 answers.
You must get at least 2 x 5 mark answers and the remaining averaging 3s to get minimum of 28.
So you do need to know your stuff. Think business! Remember, as ‘techies’, we tend to get caught up in ‘our’ IT world.
The ITIL v3 lifecycle and in particular ITSM is customer-centric… think this way when answering questions! Know your content – know your order.
This study guide gives you a solid revision approach to this course – but does not cover all content (that’s why you do the course).
Make sure you know what makes up a policy/plan and the activities for each process, as well as who does what. Case study hints Identify main process/concept being tested.
Read more about ITIL Intermediate Service Strategy : While it is not possible to pre empt every question….: