In the month October 2021, I had attended the ITIL course foundation online training and have to take an exam in order to get the certification. ITIL stands for Information Technology Infrastructure Library. It provides the understanding of service management frameworks, guiding principle, concept of service value system, management practices and so on. Because I am working as service desk analyst, it is prerequisite to take this course so that I can further my career path in IT industry by exploring another job roles. Currently, this course is upgraded from ITIL v3 to ITIL v4.
Before taking the examination, my company had helped me to register the 3 days online training conducted by third party. Afterwards, you can schedule the exam in the portal called Peoplecerf after the exam voucher issued by the relevant company. The exam voucher is valid for 1 year. It is helpful for those require time to study and prepare this exam especially the people are full time employees. Therefore, you can take your own time to prepare this exam. My suggestion is, you better study and prepare properly for the exam, otherwise you have to pay extra money to re-take the exam if your company only give you one chance to take the exam by covering the cost.
About this ITIL v4 course, it consists of 7 chapters and as follow:
Chapter 1- it describes about IT service management, structure and benefits of ITIL 4, exam details and certification scheme
Chapter 2- it describes about the key concepts of service management, value and value co-creation, services, products, resources, service relationship, outcome costs and risks
Chapter 3- it describes the guiding principles that can guide an organization to all circumstances and it is consists of 7 steps
Chapter 4- it describes the four dimensions of service management such as organization and people, information and technology, partners and suppliers, value streams and process, external factors and pestle model
Chapter 5- it describes the ITIL service system from overview of service value chain
Chapter 6- it describes the continual model in terms of process
Chapter 7- it describes the ITIL practices and only 15 of them will be explained in this course
About the exam questions, the trainer have shared the number of questions may come out from different chapter and as follow:
Chapter 1 - None
Chapter 2 - 5 questions
Chapter 3- 6 questions
Chapter 4- 2 questions
Chapter 5 - 3 questions
Chapter 6 and 7 - 24 questions
Total - 40 questions
To pass this examination, you have to answered 26 of 40 questions correctly so that you can qualify yourself to get the certification of ITIL v4. In order to pass this examination, I have worked very hard to prepare this exam by scheduling study hours after working time. I have prepared this exam for 1 months. For those who have not enough time to study the whole chapters of ITIL v4, you can take risk to focus only on Chapter 6 and 7 and study either Chapter 2 or 3 and then go to attend the examination. For me, I have taken the most secure way to prepare the exam which is, study the whole chapters and do practice before attending the examination. My strategy is as follow:
- Plan and schedule the number of days required to study each chapters
- Study every chapter of the course to form a basic understanding
- Summarize the key points by preparing simple note for better understanding
- Arrange 2 or 3 days to answer past year questions or forecast questions
- Do the revision for each chapter to form a full picture
- Recall and associate every chapters key point by questioning yourself
- Do revision again before the day of examination
Before the examination, I have to install the exam shield software into laptop and upload the relevant document based on the instruction provided by the Peoplecerf website. Make sure you have read all of the instruction early before attending the examination. Otherwise, the examiner has the right to disqualify you by canceling the examination. When come to the day of examination, I feel worry and anxiety about whether I can pass the exam or not because this is my first time to attend this kind of examination.
After the examiner checks everything is good from my side, then my exam is started. Unfortunately, there is none of the questions is coming from forecast questions and you have to answer carefully. This is because some of the question is testing your understanding instead of asking definition of certain terms. After 1 hour 15 minutes, I have answered all of the questions. Lastly, my time and effort is not wasted, I have passed the examination with the score 36/40!
For me, the takeaway lessons for this exam is be discipline and focus are the key to pass the examination. This is because if you keep distracting by something while studying, it may impact your focus even though you have arranged the timetable to prepare the examination. To stay focus, I will set silent mode to my mobile phone and open relaxing music while studying the whole chapters of the course. Last but not least, although we don’t know the outcome of the work is good or not, but we still need to work hard to get it, if we are working hard to achieve it, it will increase our chance to get the expected outcome as compared to those are not doing everything. For those who are preparing this exam currently, wish you guys good luck and all the best for your examination!
Guys, if you want to do practice before the examination to test your understanding, you can access the link below:
ReplyDeletehttps://vceguide.com/which-statement-about-service-relationship-management-is-correct/
Hope this link is helpful for you while preparing the examination!