ITIL & Security

ITIL 2011 Study Guide & Powerpoints

2011-11-09T16:20:00.001-06:00

Hello everyone, I have been real busy so I have not had much time to write but here are some new items some ITIL folks may be interested in:

1) On my linked in: http://www.linkedin.com/in/pelegit
You will find 6 slide shows on ITIL Foundation for free viewing (sorry no downloads)

2) Here you will find a FREE ITIL foundation Study guide which is part of a new book I am working on about ITIL Foundation coming soon to Amazon. So if you like the free guide check out my site or Amazon for the book coming this year. http://www.pelegit.com/Downloads.html (Click the top link)

Final thoughts on certifications

2011-06-24T21:05:00.001-05:00

It has been a while since my last posting because I am writing my Master’s Thesis and have not had much time to write anything else. Although tonight I wanted to post my final thoughts on certification based upon a posting I started a few months ago on LinkedIN.

What is certification and why do some of us pursue it and others shun it? The first answer that comes to mind is money or the promise or perception that a larger paycheck will follow. To those who are seeking work it may open more doors. Alternatively, perhaps it may represent a personal goal of achievement.

On LinkedIN there were some heated back and forth comments pertaining to certification vs. experience. This is interesting to me in that is there really a difference. I mean look at it this way one camp says, “I have experience so I do not need to be certified.” Moreover, the other says, “I have certification so I must know everything” Enter the contentious ITIL v3 Expert or CISSP or any other one I can mention.

In short, all IT certifications imply a base knowledge or assumed knowledge. Those with experience can site in their experience numerous “certified” individuals who did not know what they were doing. In turn, those who are certified can site numerous “experienced” individuals who did not know what they are doing. Fair enough….what about a middle ground.

I say if you have experience then get certified. In the end you will be judged on your on the job performance. I would add one additional thing. Let us step back and look at IT as a whole. Forget certification and experience. IT is moving very fast today. Imagine you are stranded on a desert island for one year. You are rescued and return to civilization, how much in IT would have changed in this one year.

Therefore, what does certification mean? To me I would say it means you are an individual who can study new material, are willing and able to learn new things, open to new ideas and able to absorb new concepts. In short, you are humble and willing to grow. In other words, certification is a means to not only gain more experience but also grow ones existing experience.

What is experience? I have experience doing things wrong. Great job, what have you accomplished? Just because you have been, doing something for years does not mean you have been doing it right. To be certified is to close gaps in one’s knowledge and to be open to learning. In short, IT is all about being open-minded and learning.

Look at it this way what is the most important trait of a good IT project manager, aside from being organized and knowing what you are doing? It is listening, being able to take in information and process it. One who says experience is all they need is not open to listening and learning. One who is certified is saying, I have experience and I want to make sure I really understand my area of expertise.

So in conclusion I say get certified and to those who say I have experience and do not need to be certified, what are you afraid of?

Is ITIL V3 Expert worth it?

2011-05-28T20:01:00.000-05:00

I know here I sit after spending time and money to get my ITIL V3 Expert and I am writing such a question. I have spent some time reading opinions for and against and felt the need to post another angle to the debate.
It should be noted that this posting is also available as a message thread on LinkedIN in the ITIL Group. The link is:

http://www.linkedin.com/groupItem?view=&gid=56987&type=member&item=55948760

Before I present my opinion on this debate and welcome comments I would like to quickly summarize the two camps.
The pro camps argument is summarized in ITIL Experts know ITIL very well.
The con camps say I have been doing ITSM "x" amount of years and do not need to waste the money.

Enough said about the two camps. For me each one misses the mark. The certification is the final product but the fact one embarked and completed the journey is the real benefit. To do so one needs to have certain traits. In this case they are refereed to as the Trinity: Patience, Preparation and Persistence.

What employer would not want these characteristics in a manager, team lead etc.

Look at it this way. IT is constantly changing, if someone tell you I have been doing "x" for "y" number of years and I do not need to be certified. It tells me that they are afraid to learn or at the very least are worried to be learn they are wrong about something. Just because you have been doing something for many years does not mean you have been doing it right.In this field one needs to be constantly learning. If you think otherwise you will not fair to well in IT.

Look at me I have been doing IT, IT Security and ITSM for a long time. I entered IT in 1994. I am completing my Masters Thesis in ITIL, COBIT, SOX and GLBA. And yet I still went for my ITIL V3 Expert, did I need to? For me the answer was yes. Why? Because I am a constant learner. I am always looking for challenges and mountains to climb (figuratively speaking). I could have just taken a "CapStone" can completed my Masters a while ago, instead I said nope, I am doing a masters thesis. It is much harder but you know what, companies I am in talks with have nothing but respect for my choice. They see someone who pushes himself and strives to learn and grow always.

To me ITIL V3 represents this idea. People who go for ITIL V3 and learners and seekers of challenges. Ask yourself this is it easy to get ITIL V3 Expert? No it is not. .

First off to be certified means you are willing to study and invest time and money in your field of choice.
Would you want a doctor to operate on you who was not board certified? Why not?
Maybe because to be certified means you have X amount of knowledge.

In a perfect world we would be able to scan a persons brain and say yes he or she has this level of knowledge in this area. Well in reality we cannot so we created certifications.

I find it fascinating that people seem to say experience trumps certification. This is simply not true. To me it is a no brainier. You say you are experienced...great now quantify it...get certified. Why not? To much money? No time?

To me all these are excuses and I do not make excuses I solve problems.

So is it worth it to get ITIL V3 Certified. In my opinion yes if you plan to do ITIL.
I am also a CISSP, because I work in security. Did I need to go for my CISSP?

They I stand before you (figuratively) holding the..."You have experience...then quantify it...!"
I would ask those who "have experience" but say no to certification "why?"

As I stated earlier to those against certification, why do we want doctors to be board certified then?

Thus I would like to open the floor to a lively and please keep it civil debate.

The Trinity

2011-05-27T09:29:00.000-05:00

I got a response today on a LinkedIN discussion about ITIL Certification and it pertained to how ITIL V3 Expert helps in getting a job ore promotion.

The question was about “real world” application of the knowledge. I was pondering this question for a bit of time now. In fact, I had brought with me to the office one of my favorite books, which I am currently reading for the fourth time now.

One point this author makes and I think is worth mentioning here is that the ITIL V3 Exert does not help one get a job or advance in ones job in and of itself. However, the journey to attain the ITIL V3 Expert does.

The point is that by undertaking the journey in and of its self, one is setting a goal and achieving it. Moreover, because the goal is so difficult, it demonstrates certain character qualities that the individual who achieves ITIL V3 Expert must possesses; these qualities are collectively known as the trinity: Patience, Preparation and Persistence.

Allow me to explain each:

Patience: “…with patience, most problems fade away and many others can be caused to disappear.”

Preparation: “…with preparation most ‘surprises’ are discovered in ample time.”

Persistence: “…with persistence most obstacles can be removed or conquered.”

One needs to possess these qualities to attain ones ITIL V3 Expert.

This is how ITIL V3 Expert helps one get a job or get a promotion.

For in the end employers are not only looking for these characteristics but reward those who can achieve them. Anyone possessing these characteristics and understanding them through experience will most likely be a good project manager, security manager etc.

Thus in conclusion these are sought after qualities in good managers and business leaders. So cultivate these qualities in yourself and you will go far in your respective areas.

ITIL LinkedIN Discussion Question/Response

2011-05-27T07:03:00.001-05:00

I posted on LinkedIN a link to the blog and my notes.

A gentleman made a great point: "....But what about practical guidance ( how the items you list are applied in the real world) as that is how students connect the dots back to the real world and have success on the exam."

My response is bellow:

The notes are from studying for the exam.

Practical application comes from ones own experiences. For me my Masters Thesis which I am writing like a book for the intent of possible publication is about utilizing ITIL and COBIT to assist in implementing SOX and GLBA.

It is impossible to explain practical guidance in a post such as this . Thus I emphasis to all students of ITIL to learn the concept. Once one has a solid grasp on concept then one can transition that knowledge into apply able knowledge.

I agree and have stated that for me it was important to read supplemental material to compliment my years of experience.

One thing though is that ITIL Exams are designed around ITIL ways to thinking. One may have difficulties if one adds their own knowledge to exam questions and answers (IE you choose the incorrect answer). One must in fact walk a fine line when taking the exams. One needs to almost put aside their knowledge and just filter in the ITIL material for the questions.

I had a Masters Course Security Course Professor make a very good point once. "Just because you have been doing something for years does not mean you have been doing right."

In ITIL as in all learning one needs to be open to new ideas and accepting when one has been doing something incorrectly or maybe not the best way.

This would be the most practical advice I could give anyone. Keep an open mind and be open to changing and adapting when necessary.

Regardless of ones experience any employer is going to want an individual who can stop and say:

"Hey I have been digging a hole here. I need to stop and climb out of it. Then I need to address this challenge I am presented with from a new angle."

I have been on many a projects where holes were dug and too many people just kept digging and have researched many of the same. If one can learn to "LEARN" then this is a skill any employer will be impressed with. After one can LEARN one can then LEAD successfully.

As always good luck to anyone doing ITIL or any other IT learning for that matter.

ITIL Expert

2011-05-26T15:32:00.000-05:00

I justed passed the final test: Managing Across the Lifecycle.

As I noted earlier I wanted to try to help others going for their ITIL Expert Certification.

So aside from this post.
I scanned all my notes into one PDF which you can find in the link bellow. http://www.pelegit.com/FYI_Pages/Files_Pages/ITIL_Files.html

As for advice I can provide the following:

1) Read the material (all of it) - Yes the 5 Books (SS, SD, ST, SO, and CSI)

2) Really make sure you understand the concepts. ITIL has very little memorization, maybe 15% the remaining 85% is concept understanding.

3) Review the areas in the syllabus for each exam you are studying for. This is critical;
The latest syllabuses can be found at: http://www.pelegit.com/FYI_Pages/Files_Pages/ITIL_Files.html

4) Make sure you pay particular attention to any references to charts or graphs.
(Chances are these will be on the exam)

My next advice has to do with the sample questions you will receive from your course. I used Art of Service and they worked very well for me. There site is: http://theartofservice.com/

- Do not really try to do the questions but rather analyze them.
- Note which answers are 5 Point, 3 Point, 1 Point and 0 Point.
- Look at each question and note down key words and the concepts that are being conveyed through the question.
- Really understand the concepts in the questions (chancer are the concept will be in the real exam)
- Practice the sample questions A LOT! I would go over some 4 times.
- Really read them and NEVER draw conclusions.
- The real exam answers will NEVER add information but will make inferences so be careful.

Other helpful advice.
- Be Calm
- Try to get into a routine on exam days. For me it was gym, breakfast at Walker Brothers and go to the exam.

If you have the bandwidth and time feel free to download my notes PDF, this may help you as well.

Good Luck and although this is a difficult journey it is worth it.

PelegIT.com Updated

2011-05-18T18:57:00.001-05:00

I just uploaded some new files under files/ITIL and changed the navigation bars.

I am planning to take MALC soon so I hope to be able to post my final thoughts soon.

As always good luck to all pursuing ITIL V3 Certifications.

Passed PPO

2011-05-02T13:32:00.000-05:00

Got my results after the exam and I passed!
PPO was very difficult in my opinion. One exam left to go and then I will post my thought, advice etc.

As always to all going for their ITIL V3 Expert Good Luck! :)

Passed SOA

2011-04-19T11:53:00.000-05:00

I just received notice that I passed SOA; Now I have just two exams remaining.

I am starting to compile a fairly good list of advice for the exams.
Once I reach expert I will post my thoughts on the journey and testing/studying advice.

My goal is to reach expert by May 2011.

To anyone else going for their ITIL Expert Good Luck.

ITIL Exam Statistics

2011-03-31T19:51:00.000-05:00

The blog is kind of dry right now because I am studying for OSA and have other projects going on.
But in the mean time here is a link and some interesting ITIL Exam Statistics.

http://www.itil-officialsite.com/News/ExamStats.asp

If you goto the link you can pull up other data from previous years. I have not done any analysis, no time. I need to complete my ITIL Expert by May 2011, to meet other milestones in my Masters Thesis and I have other projects going on so this is rapidly becoming a very busy coming 2 months.

I will post more after I compete Expert for now I will just say if I pass each test.

To reiterate my new study strategy is: to do through the official OGC syllabus for each exam, read the Art of Service Course material for the exam and finally watch the online course power points. I take the practice tests more the experience but I do know that the real questions are much more difficult.

As always good luck to all of you out there going for any ITIL level certification.

Some security tools worth looking at...

2011-03-16T15:13:00.000-05:00

Here are a few cool security tools you may want to check out.

For all android users Google is offering 2 factor authentication for FREE!.
Just go to: http://www.net-security.org/secworld.php?id=9886

Now I have implemented this and it is very cool and works flawlessly. Now some applications will need you to generate a unique one time token to continue to work. For example the Gmail account on your Android phone. Not difficult at all to do.

To enable this just log into your Gmail account and go to: Settings.
Then under security you will see "Using 2-Step Verification".
You will also need to install a free application on your phone which will generate a code umber needed to log in.

After everything is set-up you will require the code and your password to log in.

Now what if you lose you phone. Not a problem part of the set-up processes will have you printout a sheet with emergency codes. Enough to get you in and disable the 2-step verification until you find or replace your phone.

The next item I have come across is called REDPHONE (BETA) by Whisper Systems.
RedPhone lets one set-up a secure connection via the cloud to a server for encrypted phone conversations.
Whisper is working on a encryption system similar to Blackberry for Android phones. Applications like this can make Android phones much more appealing for business users or security professionals.

Whisper also makes a application called TextSecure for you text messages from Android phones.

Both of these applications show the flexibility of the Android platform. I have not yet had time to do extensive testing on either application so I can not comment on the effectiveness or if each application works well.

Back to studying for SOA now. (half way there).

RCV - Passed

2011-03-09T12:25:00.001-06:00

Just got my results;
I passed with a 77.5% which means I got (5) Five point Answers, (2) 3 Point Answers and (1) 0 Point Answer.

Just very happy to have made it past this exam.
These tests are very difficult; My masters GPA is 3.9 and I am a very good studier but for some reason these exams are really giving me a hard time.

For the remaining tests I am utilizing the following strategy:

1) Use the OGC syllabusss for the exam (read the material noted and analyze all charts, graphs etc.)
2) Read the course material.
3) Complete the Art of Service Course for the exam (online)
4) Take the exam.

Again once I complete I will work on a more detailed analysis of my experience and hope to be able to provide guide to others seeking their ITIL Expert.

Chart of ITIL Points

2011-03-08T16:06:00.000-06:00

I am still waiting to see how I did on my RCV exam (Round 3) but in the meantime I created this chart to illustrate the possible point combinations required to pass each exam. The bottom is not complete because they would all just continue in failures.

Hope this illustration exemplifies the challenge of attaining the ITIL Expert.

RCV Change Managment

2011-02-21T20:12:00.001-06:00

I have been studying Change Management these past few days (Item RCV02) in the syllabus. One thing which I have already concluded is that I was not ready when I took RCV for the first and second time. Now this may also have been concluded by my abysmal scores but sometimes one needs to really re-evaluate to realize something (i.e. fall flat on ones face as it were...in my case twice).

Also I very highly recommend that following book:

Release, Control and Validation ITIL V3 Intermediate Capability Handbook

(http://www.amazon.com/gp/product/0113312105)

Now this is a small book (literally), but it is chalk full of great advice and study pointers which follows the syllabus. Now I have not taken RCV again yet, but can say that my understanding has increased tremendously by following the syllabus and using this book as a supplemental guide.

I am unsure if my new study technique will work or not but I am gaining a much more granular understanding of RCV and this can only help when I do my third and hopefully final attempt to pass RCV.

Also I am reading:

Implementing ITIL Change and Release Management (http://www.amazon.com/gp/product/0138150419)

Which is a very well written book on the subject.

In conclusion I can actually say I am somewhat glad I failed although not for the monetary loss but more for the fact that it has forced me to study far more in depth then before and in doing so has really allowed me to be gaining a far better understanding of ITIL. Suffice it to say that when I pass RCV I will be using this same study technique on all the remaining exams.

When I finish my ITIL Expert I will publish here a how to guide with final thoughts, study tips and all the resources I utilized to achieve my goal. I hope that this blog of my ITIL Expert journey will allow others to skip my mistakes and have a more streamlined path to achieving their ITIL Expert Certifications.

Thus, good luck to all others seeking their ITIL Expert Certifications.

RCV

2011-02-20T09:47:00.001-06:00

Changes, they say the one of the best traits one can posses is the ability to change. Similar to Continual Service Improvement. I have made some changes.

1) I have removed some details from my LinkedIN. Now it reads more streamlined. I do not believe my LinedIN should read like a resume.

2) My study technique for ITIL moving forward it now something I should have done in the first place. I am going through the official syllabus for RCV and then re-reading the sections noted and studying just those sections.

3) I would also like to recommend one also read general books on implementing ITIL. There are (2) great ones written by. Larry Klosterboer from IBM, you can check my LinkedIN for there names I will post them soon. There is also a very good book written by John O. Long titled ITIL Version 3 at a Glance.
Again I will post on linkedIN the names ISBN under books I am reading.

In conclusion the path to attaining ones ITIL expert is no easy task but in the end I believe that what is gained is well worth the effort.

RCV Round 2

2011-02-15T11:25:00.001-06:00

Just got my results on my second attempt at the RCV exam.
I got a 55%.

It is quite obvious to me that I did not study well enough for this exam. So now I am starting over again. I will be reviewing ALL aspect of the syllabus piece by piece in the best detail I can achieve.

RCV Exam uppdate

2011-02-11T09:44:00.000-06:00

So I took the RCV exam on Tuesday and got a 50%.
Not exactly very good, I failed.

So what went wrong. From my analysis I believe my main error was one of overconfidence and a minor change in my study practice which I have since corrected. So here are my main conclusions.

1) Actually do the practice exams, do not just analyze them.

2) Just because answer "B" has "X" does not make it right or wrong.

3) RTQ! (Read the Question!) I mean do not just skim it and go I know what they are looking for. Read it, sometimes there is additional information you will need.

4) Go slowly you have around 11 minutes per question so take your time if you can.

5) Read all the answers first BEFORE you try to eliminate any of them.

6) Compare your final choice to the questions and the facts. Does it address all the areas?

7) Do note read into the answers or questions. Use just the facts you are given.

8) Remember ITIL is CUSTOMER CENTRIC.

I am planning to re-take RCV this coming Monday.

ITIL Exam Taking Tips Revision 2.0

2011-02-06T08:15:00.001-06:00

I am planning to take the next intermediate exam (RCV) this coming Tuesday and made a few revisions to my test taking strategy I wanted to share:

1) When you read the question (you get it on paper, you may need to request so). I underline the data that is important. I no longer scratch or draw a line through the other data. I find this is actually too time consuming and sometimes you may overlook a important piece of data.

2) In my first post I wrote that the industry was not important; I was wrong in some other questions I worked on the industry Medical etc. was actually key to the 5 point answer.

3) I have found that writing bullet points bellow the questions with the relevant data is a big plus. I also number each bullet point.

4) When I review the answer choices I try to see which answer best addresses all the bullet points. This seems to help narrow down the choices to the 3 and 5 point answers fairly consistently. Then it is just a matter of determining which answer is most correct.

5) Read the linguistics very carefully. Sometimes one may read a sentence and subconsciously change tenses or add words. Be very careful this can be the difference between the 5 point and the 3 point choice. Also look at the vocabulary, tone and inflection of the text. The 5 point answer by definition needs to be the most ITIL centric.

6) In some questions it is critical to write down "What they have" and "What they are implementing". This in some cases has been very important to selecting the correct answer.

Now keep in mind this is just advice and not a replacement for knowledge of the material.

In conclusion I have found that using the same concept of Data-Information-Knowledge-Wisdom seems to work rather well.

Data: Is the scenario
Information: Is the facts you extract; underline and bullet point with numbers
Knowledge: Is seeing which answer applies to the most bullet points in the best manner.
Wisdom: Selecting the 5 point answer.

Final note: Remember to select review before you submit your answers to make sure you did not miss any or the system did not register your response on a answer.

Hope these tips help other ITIL Intermediate or Expert test takers.

Typo Confirmed

2011-02-03T07:08:00.001-06:00

Dear Peleg,

Thank you for your email.

I have passed your comment to the OGC Account Manager - she has confirmed it should read service design. This has been noted and will updated in the next edition.

Thank you for notifying us of this.

Kind regards

L****

Elizabeth Mills
Tel: +44 (0) 870 *** ** **
Web: www.tso.co.uk

TSO Information and Publishing Solutions
Part of the Williams Lea Group www.williamslea.com

From: Peleg Holzmann [mailto:peleg@pelegit.com]
Sent: 09 January 2011 00:22
To: TSO CS Orders
Subject: Possible typo in: OGC Passing your ITIL Intermediate Exams
Importance: High

Dear Editor

I may have found a typo in the book: OGC Passing your ITIL Intermediate Exams (ISBN: 978-0-11-331099-9)

Please check the following;

Page 53

Right most paragraph;

“…service strategy through service delivery, service

transition, service operation, and continual service

improvement.”

I believe that “…service delivery” should read “…service design”

Service design being the second book in the series.

Kind Regards

Peleg, CISSP (No. 354616), ITIL V3 Foundation (SR7107807)

Mobile (847) 363-0831 (24/7)

Web Site: www.pelegit.com

LinkedIN: http://www.linkedin.com/pub/peleg-holzmann-cissp/25/161/63

E-Mail: peleg@pelegit.com

The real voyage of discovery consists not in seeing new landscapes but in having new eyes. Marcel Proust

The Stationery Office Limited is registered in England No. 3049649 at 10 Eastbourne Terrace, London, W2 6LG

ITIL V3 Foundation - Expert Exam Thoughts

2011-01-31T11:23:00.001-06:00

Hello everyone this is just a open post to get opinions on the V3 Foundation - Expert Exams.
I have passed one intermediate exam and plan to take my next one this Friday. I am going towards Expert (part of my Masters Thesis).

I am looking for others who have experienced the exams or maybe have questions to talk about it.

Please do not post questions from the exams or answers (these posts will be removed).

Thanks
Peleg-

How to study for ITIL Intermediate

2011-01-30T10:48:00.000-06:00

OK I know I have only passed one of the four exams and I am planning to take my next exam this coming Friday. But I am a huge analytical guy and I have been evaluating my studying technique to see where I can improve. Here are my conclusions which may help others out.

Please note for me I read all the course material for the exam provided by "Art of Service", read the ITIL book (in this case Service Transition) and did the 30 hours of online learning. I have also read some other ITIL books before this. So the bellow technique assumes you have read and REALLY understand the material.

1) The scenario is on paper so use this to your advantage (I will go into more detail later). The answers will only appear on the computer screen. Thus go visit your testing center BEFORE you take the exam. Is it a comfortable environment? Do not be afraid to literally run your fingers across the text on the computer screen if this helps you focus on key concepts.

2) With number one established here is my new technique which has been VERY effective on practice exams.

a) Take the sheet with the answer choices and prop it up at 90 degrees. This is to simulate the computer screen where you will be seeing the answers. You can also display the answers on the computer but I found this works better for me and provides better post analysis.

b) Read the scenario very slowly and carefully. Now using a pen (not a pencil) underline the relevant FACTS ONLY! Then squiggle, scratch out whatever works for you the remaining portions. Why you may be asking, this forces you to focus on the important data. For example I have yet to have a question where the industry matters: food, medical etc. So remove this extra data. When you read the questions you will probably need to re-visit the scenario, because you have removed the unnecessary data you have saved yourself valuable time and allowed yourself the opportunity to get the data you need faster and more efficiently which is critical to pass these exams.

c) What you should be left with is a sheet with lots of text scratched out and some text underlined.

d) Now think about the data you have and what types of questions may be relevant to the DATA.

e) Read the question sheet (but DO NOT WRITE ON IT OR MOVE IT) remember you are trying to simulate the computer screen. Now you can display the questions on a real computer screen I just found this worked better for me.

f) Look at the answers: Now here is the key, using your studying of ITIL which answer seems to best ADDRESS the pertinent data? Again I am saying "DATA" because this is so critical here. Look for dates, times and number of processes, functions etc. These most likely will be key to selecting the correct answer.

g) Mark your scenario sheet with your choice. I write A-D and then circle the one I think is the 5 point answer and then I select on the screen and move to the next question.

3) This is the MOST CRITICAL THING! When you think you are done. Click the REVIEW button FIRST.

On my first exam it said I did not answer one of the questions. Because I marked my scenario sheet with the answers I thought was correct I was able to go to the question by clicking on it and choosing the answer again.

Remember there are only 8 questions so if you do not answer 1 questions this can cost you the exam. SO ALWAYS REVIEW BEFORE SUBMITTING TO ENSURE YOU ANSWERED ALL THE QUESTIONS! Once you submit there is no going back.

Now comes the fun part waiting, you will get an e-mail in a few days with your results.
You can check on my web page for more details. www.pelegit.com (choose ITIL tab)

From my experience the questions that best addresses the data in the most ITIL appropriate way is the 5 point answer. Now please note this is an ITIL exam not a work experience exam so one needs to separate ones experience from the answers and just think: "What does ITIL Service (blank) say to do?"

Well this concludes my study technique. I hope this helps others with the intermediate exam. Now this has worked for me very well in the simulated test environment.

For me personally the thing that really threw my off on the real exam was that the questions were not on paper. I did pass luckily but it was touch and go at times.

So in conclusion, relax, stay focused and don't forget to review that you answered ALL the questions.
Good Luck!

ITIL V2 vs V3 (my opinion)

2011-01-28T09:07:00.000-06:00

I was reading toady some peoples complaints about ITIL V3 certification schema and how ITIL V2 is still valid even though the "fast track" to V3 options are shutting down. So they are saying I do not need to go through all this to get my ITIL V3. They think it is all just about making money. They even site going to a ITIL Boot camp which can cost upwards of $7,000.00.

Now I am not a anti-boot camp person. I went to a CISSP boot camp for 1 week. But before I went I also read two (2) entire books and spent one (1) month studying. I went to the camp as a sort of extra measure to ensure I passed the test. But I also wanted to make sure I really understood the material and not just passed the exam (which I did on the first try).

Now I am going for my V3 and have passed 2 of the 6 required exams. I am going to be taking my third exam soon so I am biased in this matter. I am not going to a boot camp but rather am using: "The Art of Service" online course for my ITIL Expert.

But from what I was reading I found a interesting hypocritical concept being displayed. ITIL is all abut business alignment and in some regards changing an organizations service structure. Technology is moving forward this is an undeniable fact. Yet, these people are complaining about changing themselves. They seem to be saying I can do ITIL but I am not willing to change myself and grow myself. So in other words do as I say and not as I do. Does this sound like a good attitude?

ITIL V3 is the inevitable evolution of ITIL to adapt and add the changes in industry and the lessons learned from ITIL V2. The people who are complaining seem to be the ones who do not really understand this field. IT is all about change and adaptation. IT is one of the most dynamic and evolving fields one can get into. This was one of the things that drew me into it. I love the challenges and problem solving issues.

ITIL V3 certification is hard; no argument there but then so is being good at IT. One is constantly challenged to become a better IT person. One is always reading and learning new things. So in my opinion to all those who would complain about IITL V3 certification or the complexity of the exams, maybe you need to find another profession?

IT is all about change and continued learning, if you are not up to the challenge well then leave.
In some regards I am seeing so many people complain about this and that; well stop complaining pick yourself up and face the challenges before you. I for one can say from experience that you will be a better person for it in the end.

We need to complain less and face the challenges before us. We grow by overcoming challenges not walking away or ignoring them.

Hear no risk, see no risk...

2011-01-26T13:38:00.000-06:00

I was reading the editorial written by Peter Bradley in DCVelocity about how in a recent survey only 7% said they knew that their suppliers had business continuity plans in place while a full 24% had not even made an effort in this regard. While at the same time 72% said they had experienced supplier caused disruptions but still business continuity on the supplier side was not top on their list of concerns.

This made me wonder in ITIL supplier alignment to your business is critical and business continuity is one of the areas which one should be ensuring that your supplier has and is tested. So then one must ask why would a business not ensure or not care if their suppliers have good if not existent in the first place business continuity in place?

Are companies diversifying suppliers?, Lowering delivery expectations?, or simply not dealing with the issue until it comes to the forefront like the article's title states?

Service Transition

2011-01-23T17:27:00.000-06:00

Just finished reading Service Transition;

One area I wanted to write about which is brought up numerous times but I have seen from my experience is not followed is the most simple. I am referring to communications. By this I have seen and have been privy to all to often being overly concerned with the "technical" aspects of a transition and have not taking into consideration the vested users "emotional" ties to the existing service.

For many of us IT professionals we can take a detached almost mechanical view of the technology. To us it is a simple tool and has no emotional or even sentimental value to it. However ITIL is all about IT Service alignment with business. To this end users are a core area of the business. My point is that we can all benefit from pausing and ensuring that we consider all aspects of the transition including the users perspective.

To many users the things we call a "service" is actually tied in with that users corporate image of themselves. This may be in the manner in which they interact with a DB or the manner in which they access files. By abruptly changing this one is actually doing damage over good. Thus it is critical to explain "why" the change is being considered and if at all possible involve them or their department in the transition design processes.

We should all remember the goal is to improve things not implement some new service. If the new service will improve things then great. But lets all remember to communicate this to ALL stakeholders in a respectful and considerate manner. Take the time to understand their concerns and fears, then explain things in a respectful and equal manner (do not talk down to them). Think team work and team building.

So my point it talk to people and talk to them as if they are your friend, brother, sister, mother, father etc. Just try to relate to their situation and you will see that the transition will go MUCH smoother and the organization will be better for it in the end.

Remember ITIL is basically all about all about team work at its core.

McITIL

2011-01-21T11:00:00.000-06:00

I need to study for my next intermediate exam but instead I am sitting here coughing at work and feeling slightly less then miserable, but this is not the point of the brief posting. I was reading "ITIL V3 criticism"...l literally used this as my search criteria on Google.

The one interesting grip I am seeing is: ITIL V3 does not really give you the "how to".

Now I have read a few books about ITIL (around 5), am reading Service Transition (cover to cover) and already read Service Operation (yep the whole book). And yes I agree it does not really give you a step by step guide to how. I have also implemented some aspects of ITIL throughout my IT career (not all of ITIL yet) However this is with good reason; ITIL is a FRAMEWORK and not a how to guide.

Every organization will be unique and have it's own nuances which can not be put in a book. ITIL also is not a "fast" approach but rather should be viewed as a methodical, analytical and planned approach to ITSM.

Now I do agree with what others are saying ITIL and COBIT do go well together, thus why my thesis entails both of them. I just find it interesting that so many people are looking for the "magic fix" to all their organizational ITSM issues.

In my years of consulting I have seen the same problem time and time again with companies buying some all in one solution thinking it will fix everything and they never stopped to ask "will this integrate with our existing infrastructure?"

My point is that people need to stop looking for the "easy" fix and look for the "correct" fix. If you fix it correctly the first time it will continue to work for years to come.

However it seems that first we need to remove our addiction to McDonald's of IT and return to growing our own crops per say (I know a terrible analogy but what do you expect.) :)

Thoughts on ITIL

2011-01-21T01:22:00.000-06:00

Bronchitis is a real B**ch. Thus the early morning post; (It's 1:00 AM CST)
I was reading a comment on some board which I can not recall where now but the gist of them was two main concepts which I have been mulling over for some time now. The first was that IITL concepts were fairly common sense and second was that ITIL was full of jargon and is too complicated.

Relating to the first comment I was thinking, well yes many of the concepts in ITIL are common sense. So why do we even need ITIL? Now I know the answer but was working on a simple yet appropriate analogy. Then I came up with one and since I cannot sleep (see first line). I thought I would sit here and post it.

OK so ITIL is mainly common sense this is the point of the first comment. So going with this idea, lets take it a small step further. If I tell you a car tire is round can you build me one? or even simpler; if I tell you a wheel is round can you make me one?

The answer is probably not. You will need to know what the wheel or tire is for. But even then can you make one? The answer is no you can not. Why? because of the details, the components that make that wheel or tire suitable for the purpose it is designed to achieve. One would need to know and understand the details.

ITIL is the same idea the difference is in the details, the details are what allow one to implement the framework as a benefit to ones organization. So yes the basic concepts are simple, you can even boil all of ITIL down to saying have good open communications between departments. But will this help you?; maybe a little. The key is in the details and being able to have a masterful grasp of said details. Just knowing a wheel and tire and are round does not mean you can make the best wheel or tire.

The second comment was that ITIL is full of jargon and is complicated. OK this one is real simple to address. ITIL is about optimizing your entire IT department. Yes this is complicated and if you are serious about improving your IT department then it will take some time, energy, analysis and studying. My advice is that if you think ITIL is complicated you are correct, so whats' your point? Nothing worth achieving comes easy.

Does ITIL work? yes
Is ITIL the best solution for your organization? Maybe (why are you asking would be my first question?)
Can your organization benefit from implementing ITIL? Probably

In conclusion ITIL is not for every organization out there and it is by far not the only option. However, is ITIL industry proven (yes), does it have industry wide accepted practices (yes), do many successful organizations utilize ITIL (yes). So maybe you need to be asking yourself why you have not looked into ITIL before?

Service Transition Typo

2011-01-20T09:09:00.000-06:00

Found a typo in the Service Transition Book this morning.
Page 56 left column bottom paragraph;

"...change schedule (CS) and projected service outage (PSO). The SC contains details of all the changes... because of the currently planned SC in addition to planned downtimes from other causes..."

SC should be CS

2011-01-19T10:58:00.000-06:00

On my linkedIN page under Box/Files I posed a lot of ITIL files (http://www.linkedin.com/in/pelegit) I have. These are files I have accumulated over time, some are good and some not really worth more then a skim read. I am not sure about the applications under exams never used them. I am still uploading at the time of this post. Should be done within 20 minutes or so.

Intermediate Exam Part 1

2011-01-18T07:42:00.000-06:00

I have only passed one intermediate exam so I do not want to post about advice on the exams until I complete the remaining exams but I did want to just make a few quick notes about study and registration.

You will need to log in 24 or 30 hours minimum of accredited study to take each exam. I used:

ttp://www.theartofservice.org/ or http://theartofservice.com/

The Art of Service is very good in my opinion and the total cost to reach Expert is not bad, it is not cheap but for what you get they are very good.

For the registration I used: CSME: https://www.csme.us

The cost is $275 (USD) per exam and no there is no discount if you going all the way to Expert (I asked).

Bellow are instruction they sent me to purchase a voucher to take each exam. You buy one voucher when you are ready to take the exam (make sure to choose the correct exam).

Vouchers for ITIL V3 Intermediate and Manager exams can be purchased from the CSME Store at www.csme.us.

1. Visit www.csme.us
2. Select the "Store" link
3. Once in the store, search for SKU "201300" under "Product Search" on the left side of the screen press enter
4. Complete the "ITIL Intermediate Exam Voucher" order form
5. Add to the cart and check out.

The fee is $275.00 and can be paid by credit card in the CSME store.

Once CSME receives confirmation of your purchase, a coordinator will contact you to schedule your appointment.

Phone Number: (248) 937-1846 (Press 0 or 23 and talk to the support representative)

You will need a scan of your:
1) Foundation Exam (Passing)
2) Completion of certified course for the exam you are taking.

Please go to www.csmeaes.com and create your account with us, when your account has been created please email me three dates and times along
with your postal code and I will register you for your exam.

You can goto www.pelegit/Itil to see more...

ITIL Foundation Exam

2011-01-18T07:04:00.000-06:00

At the time of this posting I have passed the Operational, Support and Analysis (OS&A) Intermediate exam and am working on the other three exams on my way to ITIL Expert. I wanted to post about the foundations exam or at least my experiences and recommendations.

My advice may not be the best to everyone. My Masters Thesis has a major section on ITIL so for me it is more then just the ITIL Expert but also having a a very deep and through understanding of the concepts and structure of ITIL. Not everyone will need or even may not want to go so deep.

This said my studying approach is fairly simple...read. Read a lot; for foundations I read:

1) ITIL V3 Exam Prep Questions, Answers, & Explanations: 620+ ITIL Foundation Questions with Detailed Solutions

by Mr Christopher Scordo

2) ITIL V3 Foundation Complete Certification Kit - 2009 Edition: Study Guide Book and Online Course

by Tim Malone, Ivanka Menken, Gerard Blokdij

3) ITIL® V3: A Pocket Guide (ITSM Library)

by Van Haren Publishing

This is most likely more then one needs to read to pass the Foundation Exam.

Now about the exam itself. If you have ever taken any type of IT exam (Microsoft, Cisco etc.) then this will seem about normal. A-D multiple choice, one correct answer and three wrong answers, some of the wrong answers are fairly obvious and others are not so much. My advice here is the usual read slowly and carefully. They like to flip definitions for example: Service Warranty and Service Utility (so do not jump to conclusions).

The exam is 40 questions and you need to get a 70% to pass. The computer will tell you at the end of the exam how you did and which areas you scored what level in. For me the exam was not very difficult, but I am used to taking tests so my experience may not be the same for everyone.

In conclusion, read and study the concepts there is some memorization but not a lot. The first book I cited was a huge help my use of it was to look at the answers and questions rather then actually take lots of tests. I worked on understanding the concepts behind the answers.

Over all this is not a difficult exam and you will need to pass it to move onto the intermediate exams and finally to the last exam to reach your ITIL Expert.

Welcome

2011-01-17T10:08:00.000-06:00

Welcome all readers to my first posting. This blog will be mainly focused on ITIL, COBIT and Information Security. Most of the coming postings will be focused on my Masters Thesis which is on utilizing ITIL & COBIT to implement HIPPA and SOX in the same organization. More coming soon...