HYPERLINK \L “_TOC257362069” 15.2 Intermediate Style Practice Exam PAGEREF _TOC257362069 \H 78 HYPERLINK \L “_TOC257362070” 16 Answer Guide PAGEREF _TOC257362070 \H 121 HYPERLINK \L “_TOC257362071” 16.1 Answers to Refresher Questions PAGEREF _TOC257362071 \H 121 HYPERLINK \L “_TOC257362072” 16.2 Answers to Intermediate Style Practice Exam PAGEREF _TOC257362072 \H 121 HYPERLINK \L “_TOC257362073” 17 ACRONYMS PAGEREF _TOC257362073 \H 138 HYPERLINK \L “_TOC257362074” 18 Glossary PAGEREF _TOC257362074 \H 141 HYPERLINK \L “_TOC257362075” 19 References PAGEREF _TOC257362075 \H 145 HYPERLINK \L “_TOC257362076” 20 Index PAGEREF _TOC257362076 \H 146 ITIL® v3 Certification Pathway Since the launch of ITIL v3 in July 2007, a new certification path has been released.
This new path encompasses all of the new v3 Programs, resulting 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: You must complete the v3 Foundation Program (2 points) You must complete the Managing Across the Lifecycle Program (5 points) 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. Exam Specifics The APMG ITIL® v3 Intermediate Service Strategy exam is: Multiple-choice exam 90 minutes in length 8 scenario-based questions — 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. Identify the “issue/problem” faced within the scenario – there will always be one – your role is to resolve that issue. Once you have read the associated question, go back and identify/confirm that you are on the right track. Question hints The 4 possible answers will appear to be similar – you need to read each carefully. Eliminate the most obvious “wrong answer”.
Things to look for: Order of activities Red herring activities Wrong processes Wrong description.
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