Test Review for the ITIL Intermediate Service Operation
I just took the Intermediate Service Operation ITIL V3 test, and I thought I’d write a review of that for those of you who’re thinking about taking the test. I can sum it up in a few words: it was darn tough, real tough.
First, let me tell you about my preparation.
I read the syllabus-related topics in the ITIL SO core book. APMG’s syllabus tells you precisely what topics you’re going to be tested on and advises you to read the entire book but tells you openly that there won’t be questions on topics not listed in the syllabus. So, I read those topics carefully and skimmed over the rest. The syllabus topics are about 90% of the book anyway.
I took a very valuable training course with ITSM Solutions (who has a very helpful staff and a really good training course that covers just about everything in SO). The course itself came with its own manual, which I read in addition to the SO core book. The course also came with little quizzes at the end of each section; took those too.
I took the 2 sample tests distributed by APM Group, and I scored 100% on both. To make sure that I secure at least 1 of the best possible answers, I retook the 2 sample tests only this time my aim was not just to identify the best answer but to categorize the remaining answers in terms of 2nd best, 3rd best, and distracter. My idea was that if I manage to give each possible answer precisely the rating it deserves, then I have the concept down pretty solid. Again, I scored 100% and got all the answers in the right places and categorization.
I felt pretty confident, so I took the test. This is where surprises begin.
While studying for the course, each sample test had AT LEAST 1 whole question dedicated to the Problem Management process. Other questions in the sample tests had elements related to Problem Management even if the question’s focus was some other process. So, I figured this is an essential process in SO and I must pay a little more attention to it. On the actual exam, there wasn’t a single mention of Problem Management or anything remotely related to it.
Also while studying, I don’t remember coming across many questions on Event Management. There may have been some aspects of some questions on the sample tests that were related to Event Management in some way, but no question was dedicated to it or covered it in depth (not even partially). Now, I knew Event Management was important if not for its own sake, then at least for how it affects and relates to other processes. So, I didn’t ignore it while studying, but I certainly didn’t give it anywhere near the attention that I gave Problem Management. The actual test came with 2 questions dedicated to nothing but Event Management! One of the questions covered Event Management on a high-level while the other delved into some of the more minute aspects of Event Management. Luckily I was able to answer the questions, but I was surprised of this shift of focus from Problem to Event when the sample tests gave every indication in the opposite direction.
The third surprise (it’s actually the 1st in order of questions on the exam) came in an extremely unpleasant manner. It was my least favorite part of SO: Common Service Operation Activities. While studying for the course, I didn’t enjoy this part because… don’t know how to put it any other way than to say IT SUCKS! This part of SO really does SUCK. I couldn’t find a common theme in this part, couldn’t get a good grasp of it, and couldn’t develop a mental image of the bigger picture of Common Activities. Considering that I didn’t enjoy it, I looked for reasons to ignore it. I picked through every single question on the sample tests looking for elements of Common SO Activities, I couldn’t find a trace! So, I assumed that this part is just there because it has to be (as a formality) in the core book. Consequently, I paid very little attention to it. Surprisingly, the first (and longest and most complex and most confusing) question on the actual test was JUST about Common SO Activities. I was very very mad. Nothing indicated that the test could come with something this nasty. It was the worst question on the entire test and took about a 3rd of the time ALONE! It was a really bad start for a really tough exam.
The fourth surprise came in the form of zooming in on a specific detail of a larger concept and basing the entire question on understanding this specific detail. For instance, the question that covered the Service Desk function did not require an understanding of the bigger picture of Service Desk. It just required a DETAILED understanding of the staffing aspect of Service Desk. The same goes for the questions that covered Access Management and SO Implementation & Technology Considerations. This was very tricky.
Overall, the test was far more difficult than I anticipated, and certainly much more tricky than what the APMG sample tests prepare you for. I didn’t expect to face this much difficulty considering that I scored a perfect 100% on the sample tests from first try. I took a course, read its manuals, read the core book on SO, took the APMG sample tests along with the sample tests that came with the course. So, I wouldn’t know what more I could do in the case of failing the exam. By the time I was done with the test, I was frustrated and anything but confident. I felt that I most certainly failed.
To make matters worse, I couldn’t find out the result instantly since they had a special testing/proctoring arrangement done for me (there are no accredited testing providers where I live). This means that you have to wait at least 48 hours to find out your result. It was 2 days of constant worrying because I had no idea what to do if I failed. There was nothing more to study/do!
My score turned out to be 95%, but I paid a heavy price of tension and worry.
My next step will be Service Transition.
Hope this is beneficial to others.
Regards.
