<aside> 💡 TIPS:

• Request your voucher asap in the regular area where you’d schedule an OA. Your CI has to approve you. Mine didn’t want me to do anything first. Make sure you go into your Peoplecert profile and add your ID details and that they match the ID you plan to show.

• Download ExamShield and do the systems test early. When you open the installer there are additional instructions on how to open it that are cut off. Expand the window. For the exam you can use the camera and microphone that are in your laptop but you must be in a room where all doors are visible in the camera behind you and there are no transparent walls or uncovered windows. I had to sit on my bathroom floor with the laptop on my toilet but it was fine with them. Log into the test 10 mins early to take a photo of your ID, agree to terms, and show the room when your proctor comes on. Process was quick and easy for me, proctor was nice. They want your phone on and nearby but on silent. You can have 4 sheets of scratch paper to write on.

• The ITIL app with the question mark icon is often recommended. I thought it was nothing to rave about but it’s also only $5 and was convenient in the car. I used it on my first studying day for probably a total of 30 mins and used the resources below for the rest of my studying.

• The Cybervista quiz linked in the course materials is nothing like the quiz and unnecessarily hard and will have you studying the wrong material

</aside>

Important to Know

• [ ] Guiding Principles
• [ ] 4 Dimensions
• [ ] Purpose statements for the Practices!
• [ ] utility vs. warranty
• [ ] service desk vs. service level management
• [ ] service value system vs. service value chain vs. value stream
• [ ] incident vs. problem vs. change vs. known error
• [ ] problem management phases! - just know the order
• [ ] I had some random questions with info I hadn’t seen elsewhere. It looks like it’s covered here.

Study Plan

The ITIL exam is 40 questions, 60 minute time limit, and you need 65% (25/40) to pass so you want to be scoring above this mark when you get to the practice quizzes below.

• [ ] Value Insights Playlist - watched slowly and took notes for retention (my notes are below but they aren’t the best study resource probably)

• [ ] Value Insights 50 Question Quiz - got 64% right total, went ahead and scheduled my test for next available time, can do 4 hours out minimum, every time slot was available every time I looked

• [ ] Cram Card - went over this and focused on what I missed in the VI quiz