I just passed ITIL MALC Exam and I would like to share with my experience.
I companied service lifecycle module with service capability and I decided to go with (OSA, CSI, RCV & SOA).
The main concept to pass the exams is to (think ITIL) and you will have this ability to (think ITIL) after you pass two intermediate exams where you will be familiar with ITIL framework and the other courses will add to you extra knowledge about ITIL. So do not afraid from ITIL!
To pass any exam you focus on the followings:
- Processes scope, purpose and its relationships with others put in your mind (no processes is island).
- Foundations especially SD it is very important and it will be with in all lifecycle stages.
- Roles, responsibilities, and focus on (Service owner, Service manager & CSI manager).
- Which roles connect be complained together (example: release and deployment with service validation and testing)
TIPs:
- RACI you will have questions on it at least in two exams and put in your mind that must have one accountable and one to two responsible.
- KPIs have be measured (percentage, number etc.), just have a good reading on it you do not need memorize it!
- Always you have to consider the business
Good Sentences:
Bad Sentences
- Check business/customer requirements, needs etc.
- Gain high management commitment and sponsorship
- Communicate what you are planning to do
- Agree with IT and business the scope, reports etc.
- Process is better than procedures ( in selecting best answer)
- Make awareness/training about ITIL (in case you are introducing ITIL to your organization)
- Review case by case
- Giving number and stats to high management ( put in your mid you have to fulfil each entity needs for example business needs is deferent than IT management needs)
- Padding (lot of words without specific steps and process).
- Call the customer/business and tell them you are sorry and you promise to enhance your service etc.
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