Continuing our series on ITIL V3 Foundation Exam Tips, here are a few more things to keep in mind.
- You’ll need to know the difference between processes and functions.
Incident Management or Service Desk?- Incident Management = the process
- Service Desk = the function
[] Which process is responsible for taking calls from end users and restoring their service ASAP? Incident Management, because it is the process.
[] Which function is responsible for taking calls from end users and restoring their service ASAP? Service Desk, because it is the function.
- How can you tell the difference between the activities of Change Management vs. Release and Deployment Management?
- Change Management = Paper-pushing verbs (e.g., manage, coordinate, monitor)
- Release/Deployment Management = Action / heavy-lifting verbs (e.g., build, test, install, execute, do, implement
[] Which process ensures that all authorized changes have been successfully implemented? Change Management
() Rationale: You’re being asked who ensures that the changes have been successfully implemented. “Ensures” is a paper-pushing word, not a heavy-lifting word.[] Which process installs changes? Release and Deployment Management
() Rationale: Even though the question has the word “changes” in it, don’t rush to the wrong answer! You are being asked who installs changes. “Installs” is a heavy-lifting word, so it’s Release & Deployment Management.
If you’d like more tips and tricks, check out my posts that fall under the “Exam Tips” category in the right-hand column.
