Tag Archives: Test

Useful tool for certification preparation, May 10, By R. Keahey

I used the materials (book and online course) in preparation for the ITIL® V3 Foundation certification test. The book provided a good overview of the core concepts that were covered in the actual exam. The practice questions did a fairly good job in giving me an idea of “tone” of the questions that could be expected on the exam.The online course was a repeat of much of the material in the book, but was useful in adding the nuances that are sometimes overlooked by simply reading the material. The focus of the online course also helped to narrow in on the key concepts.Having spent many years in the IT services sector, the concepts of ITIL® were pretty basic for me. Having this course material helped me in two areas: (1) understanding the nature of the exam questions and (2) providing focus on the key topics. For a person who has no background in IT services, this would be a good addition to the ITIL® books to help in exam preparation.

Read more about Useful tool for certification preparation, May 10, By R. Keahey

Implement the policies and procedures you need! – IT Professional’s Guide to Policies and Procedures

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policies and proceduresBest Practices in IT Policies and Procedures Toolkit Handbook

  • 10,933 Kb Zipped The Art of Service Tips
  • 110+ Policy and Procedure Template samples
  • 9 Policy and Procedure areas
  • Dramatically Increase development speed of your policy and procedures
  • Improve implementations with the 112 blueprints
  • 112 Policy and Procedures ready to use

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Best Practices in IT Policies and Procedures Toolkit Handbook
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All-New, One-Stop-Shop For IT Policies and Procedures Best Practices

The Art of Service’s ‘Best Practices’ in IT Policies and Procedures Handbook is the one-stop-shop guide on building a ‘best in class’ streamlined program, whether you’re managing an enterprise level IT department or a small business IT Crew. Forget about searching the hundreds (maybe even thousands) of white papers, reports and blog posts about organizing IT. We’ve done that for you. Think of the ‘Best Practices in IT Policies and Procedures Handbook’ as your comprehensive information bank of practical tactics and instructions based on proven IT Management, including:

  • hundreds of  pages of research based IT Management information, tools and data
  • Based on The Art of Service’s best IT Management Case Studies
  • 10,933 Kb Zipped The Art of Service Tips
  • 110+ Policy and Procedure Template samples
  • 9 Policy and Procedure areas
  • 112 Policy and Procedures ready to use FOR
  • Senior IT management, who are looking for ways to develop strategies to maximize their ROI
  • Mid-level IT Managers who need practical and proven ways to implement and direct their IT Procedures.
  • (Junior) IT Professionals who need guidance on the fundamentals of all aspects of IT Management.
  • IT departments so that you’ll have the go-to resource to best practices and training of new staff.

Here are 5 ways you’ll personally benefit from the Handbook:

  1. Information – the basis for your IT Management decisions
  2. Results – examples to emulate and inspire
  3. Tools – checklists, worksheets, tables and spreadsheets to make your job easier
  4. Confidence – tactics and strategies used successfully by other IT Managers
  5. Power – the ability to think about IT Management differently

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Best Practices in IT Policies and Procedures Toolkit Handbook
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Price: $249

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Practical How-tos from the Real World

There are a total of 112 documents in this toolkit:

They are broken up in to nine relevant folders that contain policy and process information on specific areas, such as Information Security policies, Email and Internet Usage policies etc.  There are a variety of document styles found within this toolkit such as PowerPoint presentations (5), PDF Documents (5), Word Documents (99) and Excel documents (3).  The contents of each folder are shown below.

Folder 1: Policies General
this introductory information starts with the basics – 10 easy to follow rules for creating a policy.  There is also a very helpful, step by step guide to setting your Value, Vision and Mission Statements – making sure they work for you and identify what your organization stands for, how it wants to be seen, and how it wants to go forward.

Folder 1 Documents:
– Creating Policies
– Values, Vision and Mission Statements.

Folder 2: Recruitment, Training and Development
this folder is packed full of resources which help and guide you through creating/ implementing/ improving policies within your organization.  Starting in the recruitment stages for internal and external applications, advice on interviewing, grading and selection policies, and moving on to the monioring, identification and recording of development needs for your staff. Finally, assessment and analysis of your organization’s behavior and leadership, and guide for managing change – with helpful checklists, assessments and templates – for specific areas in your organization, such as virtual teams.  There are two PowerPoint presentations in this folder. Presentations can be used to educate, as the basis for management presentations, or when making business cases for implementation.

This folder also contains role and responsbility descriptions for common roles required in IT (in accordance with the good practice methodology of ITIL® version 3).

Folder 2 Documents:
– Topgrading
– Internal Job Application for Job
– Job Candidate Evaluation
– Example – Performance Management-P D Plan Format
– Performance Management Process Checklist
– Performance Improvement Plan
– 360 Degree Feedback
– Motivation
– Develop your leadership skills
– Presentation  – Managing Change
– Managing Change Effectively
– Mapping Responsibilities
– Virtual Teams – A New Model
– Myths and Realities of Virtual Teams
– Presentation  – Organizational Behaviour and Leadership
– Organizational Behaviour Survey
– Roles and Responsibilities for ITIL®v3 (32 documents ordered by Service Lifecycle phase).

Folder 3: Information Security
this folder specifically relates to the policies around Information Security Management and the corresponding policies.  It starts with an example Information Security Policy that is a user-friendly guide to creating your own policy – explaining all the essentials to include and guidance on supporting content.  This folder contains lots of templates that you can easily use and adapt within your own organization.  The review documents have been designed using the Information Security process requirements for ITIL® v3.  This assessment will enable you to identify the gaps in your current policies and processes.

Folder 3 Documents:
– Example Information Security Policy
– Communication Plan
– CRAMM
– Implementation Plan_Project Plan
– Objectives and Goals
– Policies objectives scope
– Reports, KPIs, other metrics
– Security Audit Template
– Security Incident Template
– Security Management Review Doc
– Security Process Manager Document
– Security Service Requirement
– Security Management – Roles and Responsibilities

Folder 4: Data Rentention Policies

this folder gives concise and complete advice for creating a data retention policy. It includes a nine page document that explains the necessity for having this policy, as well as step-by-step considerations and advice to enable you to create your own, organization-specific policy.  There are also two examples of working data retention policies, to help you.

Folder 4 Documents:
– Guidelines for Building an Electronic Data Retention Policy
– Example – Uni of Massachusetts – Records Mgmt Data Retention Standards
– Example – Adams State College Data Handling and Storage Policy.

Folder 5: Email and Internet Usage policies
this folder has stacks of helpful advice on creating policies for email and Internet usage – starting with another step-by-step guide, to drafting your policy, case studies and advice on pitfalls to avoid, and more working examples of policies and good practice to guide you, with your creations.

Folder 5 – Documents:
– E-mail and Internet Usage – How to draft the policy!
– Workplace e-mail and Internet use –  employees and employers beware
– EXAMPLE – AITP Model Electronic Mail  (E-mail) Policy
– EXAMPLE – Electronic-Mail and Voice-Mail Use Guidelines
– EXAMPLE – Notre Dame Australia Policy – Email and Internet Usage
– Finance and Administration Agency Guide to Best Practice – Email and Internet Usage.

Folder 6: Instant Messaging Policies
this information is specifically focused on instant messaging and accompanying security considerations such as viruses etc.  There is a step-by-step guide to creating your organization-specific policy and thirty two rules.  In addition, there is an example of a working policy and a template policy for you to use as guidance, to adapt and compare.

Folder 6 – Documents:
– IM Viruses and Security
– Thirty-Two Instant Messaging Rules – Best Practices to Keep You in Business and out of Court.
– EXAMPLE Instant Messaging Policy
– EXAMPLE TEMPLATE – Instant Messaging Use Policy.

Folder 7: Change Management
this folder focuses on change management, and once again has been designed in accordance with the process found within, the ITIL® v3 framework.  Begininning with a PowerPoint presentation, which explains the process requirements, this folder also includes many templates and plans to aid you in creating/ adapting and implementing policies and procedures within your organization.  This folder also includes another review document to assess the maturity of the change management processes, policies and procedures in your organization and point you in the right direction for improvement.

Folder 7- Documents:
– Change Management ITIL®V3 Presentation
– Business Justification document
– Reports, KPIs, other metrics
– CAB Meeting minutes
– Category Definition
– Change Schedule template
– Communication Plan
– Example Contents of Change Documentation
– Example Request for Change Workflow
– Implementation Plan_Project Plan
– Policies objectives scope
– CHG Review Doc

Folder 8: Managing Risk
this information focuses on risk management for Information Technology, specifically continuity management.  Once again, starting with two PowerPoint presentations, dealing with risk management, and in particular how to do this when managing projects.  There are lots of templates, assessments and plans to guide you through creating/adapting and implementing policies and procedures within your organization.

Folder 8 – Documents:
– Risk Management –  Project Management
– Risk Management –  Prince2
– Checklist on assignment of risk ownership
– Conducting a Risk Management Review
– CRAMM
– Generic Project Risk Assessment
– IT Risk Assessment Planning
– IT Risk assessment scoresheet
– Communication Plan
– E-Mail Text
– Business Impact Assessment
– Business Continuity Strategy
– Reciprocal Arrangements
– Emergency Response Plan
– Salvage Plan Template
– Management of Risk Framework M_O_R
– Risk Assessment and Control Form
– Risk Assessment Questionnaire
– Risk Management Framework
– Typical contents of a Recovery Plan

Folder 9 Travel and Expenses
The final folder concentrates on building policies for staff expenses, and allows you to assess whether your current expenses policy measures up.  There is practical advice on how to write a policy from scratch or to improve policies already in place.  There is an audit program to help you identify gaps and examples of working polcies and forms.

Folder 9 – Documents:
– A Guide to Expense Policies (UK FORMAT)
– Travel and Expense Policy Audit Program
– Example Expenses Policy – Staffordshire University
– Example Copy of Employee Reimbursement form

Order Here Risk-Free

Best Practices in IT Policies and Procedures Toolkit Handbook
(Original Price $349 – Special Rate from The Art of Service -Save $100) – Toolkit downloads immediately.

Price: $249

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meaningful way to earn your ITIL, June 7, By C. Lueken (Columbia, MD)

People complain that this book is too short, but they only provide what you need to know in order to pass the exam. How much info do you really need to pass a 40 question test?This book and exam is meant to start your path towards ITIL® Expert. Thanks to this book, I am able to understand the following core books and am 1 step closer to ITIL® Expert.

Read more about meaningful way to earn your ITIL®, June 7, By C. Lueken (Columbia, MD)

Pre Knowledge 11 conference interviews: Reinoud Martens from CERN

Introducing today a Q&A with Reinoud Martens, Service Manager @ CERN in Geneva, Switzerland

Founded in 1954, CERN is one of the world’s most respected centres for scientific research. Its business is fundamental physics, discovering what the Universe is made of and how it works. At CERN, the world’s largest and most complex scientific instruments are used to study the basic constituents of matter – the fundamental particles. By studying what happens when these particles collide, physicists learn about the laws of nature.

CERN is known as the birthplace of the Web and is home to 2,300 staff members, playing host to more than 10,000 visiting scientists from more than 100 nationalities. A significant increase in CERN visiting scientists compelled CERN to revisit its approach to service management with a renewed focus on superior service delivery for organizational, IT and infrastructure services.

@ Knowledge 11 Europe in Francfurt on Wednesday, December 7th 15.10 CET : Non IT Services Using ITIL processes.

Reinoud will be sharing his practical experience introducing ITIL inspired best practice for non IT Services using ServiceNow. He will demonstrate how the ITIL principles can be used for to drive automated and efficient processes for non IT business areas, and discuss lessons learned on the significant differences he discovered after go-live between IT and non-IT support staff.

Q&A with Reinoud Martens

1. Quick bio about you: Electrical Engineer from Delft University in Holland experimenting with digital electronics in the 1970’s migrated from hardware through programming in all languages and all levels to become DBA in the early 80’s. Spent the 90’s implementing and customizing ERP systems, and was in charge of all CERN’s administrative IT in the 00’s. As of 1/1/2010 in charge of service management for ‘non IT’ (but scope includes all application software) at CERN.

2. When did you see ServiceNow for the first time? What was your first feeling?

In the middle of 2009 we were given a demo of service-now, and it looked really attractive. We knew some tools but had no clear idea of the state of the art in service-management support tools at the time. For various reasons the fact that this tool was proposed as SAAS was particularly interesting for us too.

3. What did you implemented?

Request, Incidents, Knowledge, Business Service Catalog, Change, Service Level Management.

4. What do you plan to implement in the coming year?

Consolidation of Change; Problem and Event are under implementation

5. What you like most about servicenow (the product)?

Coherent modern architecture, 100% web based, flexible, SAAS.

6. What you like least about servicenow?

Reporting is not sufficiently developed.

7. What is the role of Aspediens in your project?

Aspediens launched the first modules of our service-management spacestation into orbit, we are now circling our service world, and able to extend the spacestation in many directions (scope, maturity of existing processes, additional processes) ourselves.

8. What will you present at k11?

How we apply ITIL best practice to “non IT” services.

9. One last word?

The SaaS concept has made us gain many months (that would otherwise have been necessary to negotiate, orchestrate, procure, install, test, adapt, etc.. the various parts of the technology stack). This combined with the experience of Aspediens in implementing service-now have helped us keep the momentum of the rollout of our service-management vision.

10. What do you think the word “Aspediens” means?

Aspediens are creatures from the planet Aspe who have traveled many light years to help humans improve their service management maturity. They can be recognized by their triangular navel.

Good book to get basic understanding ITIL V3, August 17, By SN (California)

I can certainly say that the book satisfies the criteria for understanding the basic knowledge of ITIL® V3. I think between reading this book and viewing the eLearning program, which is a condensed version of the book, should help you get the basics straight. The sample test in the eLearning program is helpful.

Read more about Good book to get basic understanding ITIL® V3, August 17, By SN (California)

J.Gill ITIL Certified, September 9, By J. Gill “Certified” (Charlotte, NC USA)

This guide helepd me pass the first time as promised. Using the book along with the online learning and practice exam really helped me prepare for the test. It made the test so easy!! I am purchasing the Service Operation exam guide by The Art of Service also, I have no doubt I will pass that too!!Thank You!

Read more about J.Gill ITIL® Certified, September 9, By J. Gill “Certified” (Charlotte, NC USA)

Killtest EX0-101 itil exam questions by Lambrown

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The followings are some demos for this exam:

1. What are the three types of metrics that an organization should select carefully up to aiding the causal federal standing for something else who acts on behalf of others or protection policy or interests of Continual Service

Improvement (CSI)?

A.Return On investment funds (ROI), relating to economics amount of wealth or goods or services On investment funds (VOI), quality

B.Strategic, tactical and operational

C.Critical Success Factors (CSFs), unlocker human human trait of being vigorous of presenting a child’s pertaining to theater engage in playful trait of being vigorous or a talented in or devoted to music split part business part of a whole of music Indicators (KPIs), activities

D.Technology, procedure and service

ANSWER: D

2. Which of the following is NOT a well grounded in logic or truth nonsubjective of question Management?

A.To maintain from happening Problems and their resultant Incidents

B.To pull bring transport off Problems throughout their lifecycle

C.To restore assistance to a user

D.To get rid do away with recurring Incidents

ANSWER: C

3. Availability orientation is held worthy of rely have confidence in for availability of the:

A.Services and Components

B.Services and commercial-business-enterprise Processes

C.Components and commercial-business-enterprise Processes

D.Services, Components and commercial-business-enterprise Processes

ANSWER: A

4. Contracts are used to define:

A.The supplying of IT services or commercial-business-enterprise services by a assistance Provider

B.The supplying of goods and services by Suppliers

C.Service Levels that have got been agreed between the assistance Provider and their Customer

D.Metrics and being-in-a-state-of-crisis-or-emergency Success Factors (CSFs) in an external agreement

ANSWER: B

5. Which of the following is NOT an relating to principles of rightfulness round of applause side and wrong excellence standing for something else of Self-Help capabilities?

A.Requirement to always brief living together or enjoying life in communities travel to the assistance Desk for assistance requests

B.Web front-end

C.Menu-driven compass of self-importance nutrient made from dough and sustenance and assistance requests

D.A guidebook actors user interface into the back-end process-handling software

ANSWER: A

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Good book to get basic understanding ITIL V3, August 17, By SN (California)

I can certainly say that the book satisfies the criteria for understanding the basic knowledge of ITIL® V3. I think between reading this book and viewing the eLearning program, which is a condensed version of the book, should help you get the basics straight. The sample test in the eLearning program is helpful.

Read more about Good book to get basic understanding ITIL® V3, August 17, By SN (California)

5.0 out of 5 stars ITIL V3 was the best thing I could have paid for the cert test

5.0 out of 5 stars ITIL® V3 was the best thing I could have paid for the cert test, September 16, 2009

I will be honest most of the time I have to study for these tests and alot of the books out there well they are not that fun, they are plain, and well just flat out broing..

I got the this book. and let me tell you it was a breath of fresh air. I have been studying it and I am getting ready to take the test … and it took a little less then 4 weeks.

I study longer then most people do but this book not only used the techical terms that are needed but it put it in real world steps so that you can understand it so much better…

well all I have to say is hat’s off to you guys for createing this book and Elearning program, it is the best so far that I have found.

ITIL Foundation Book, April 28, By Kiernan Annas

I was looking for a self-study guide to the ITIL® v3 Foundation test and chose this book.I was originally a bit concerned about the depth of the book – it didn’t seem like there was that much information. There are additional resources online, though, which helps.Also, the Foundation test is really more of an overview to the ITIL® concepts, so I came to realize that some of the more in-depth material will be covered the more you progress in the ITIL® certifications.Ultimately I was pleased as I used this to study and recently passed the Foundation exam.

Read more about ITIL® Foundation Book, April 28, By Kiernan Annas