ITIL Lesson Learned

Few Definitions and Abbreviations

  • Trend Analysis can be done by Proactive Problem Management
  • Delivery and Support of services is related to Service Transition
  • During balancing service operations and stability, Quality of service is the key to measure
  • Utility means fit for purpose
  • Warranty means fit for use
  • Utility and Warranty are two factors of creating service values
  • All repository used to knowledge and information is called SKMS (Service Knowledge Management System)
  • Active role of Incident management is to minimize the duration and effect of incidents
  • Process Owner is responsible for ensuing the process fits the desired purpose
  • Problem Management is responsible for managing the life cycle of problem
  • DML (Definitive Media Library) contains the physical store of software master copies
  • CI (Configuration Item) is any component that needs to be managed to provide an IT Service
  • Effective communication, Transparent, proactive manners are the keys of service oriented approach
  • There are three type of changes, Standard Change, Emergency Change and Normal Change
  • Standard Change : have some predefined steps to approve and update
  • Emergency Change: can be approved by ECAB (Emergency Change Advisory Board) and update
  • Normal Change : neither standard nor emergency
  • Combination of in sourcing and outsourcing suppliers are called Multi-sourcing
  • 4 Perspectives of IT Service Management are Partners/Suppliers, Processes, People and Products/Technology
  • Correct sequence of Deming Cycle is : Plan Do Check Act
  • Purpose of IT Function serve is to defines the roles and responsibilities required for IT service design, delivery and management
  • There are three types of metrics : Technology Metrics, Process Metrics and Service Metrics.
  • TTB (Transform The Business), GTB (Grow The Business) and RTB (Run The Business) are categories of service investment


Few Tips

  • Study complete book at least once
  • Attempt all questions more then 5 times (PracticeQuiz)
  • Sleep at least 8 hours before the paper
  • Try to reach at least 30 min earlier the exam time
  • Be relax during exam
  • Read carefully and slowly all question and answer statements
  • Don’t be hurry, you have around 1 min per question time
  • Don’t change answer during reviewing the questions (most of the time first selected answer is the correct one)

Good Luck 🙂