My journey begins with review and testing that review. Page one of the Service Support manual was where I started. Familiarising myself with all the Terminologies again, yes they help when you work with them day to day but we need to remember who we are talking to.
One of the biggest issues we need to understanding is change will need to happen at a cultural level and people will resist.
Implementing new processes in to an organisation we need to realise that not everyone will know what we mean when we refer to SLA or OLA. Some might but when we start to venture into CMDB and KER and all the rest of them we need to consider who we are talking with. The last thing we want is to alienate the very people we need to support and take on these processes.
In looking at way to improve my retention of reviewing the materials I started to look around for online resources. There are many and a simple search via Google will return many of them, but one I found to be very good. That was the site “ITIL Free Mock”. You will need to register and activate your account, but once that has been done you have access to a large variety of mock tests.
The website currently provides 569 questions to study for ITIL® certification version 2. The site hopes to have version 3 in the future. They don’t claim to be an official ITIL® website, they just provide a great tool to assist in the preparation of ITIL® exams. The best part I found was that you can see your performance as well as review your answers and understand where you went wrong.
The journey continues....
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