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I've just seen Sample Paper 6 (ITIL v.3 Foundation Examination: Sample Paper 6, version 3.0 to be precise) and learned about a small controversy over Question 19: Which is the first activity of the Continual Service Improvement (CSI) model? Is it a fair question? Is the answer given the "right" one? |
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The Service Strategy book mentions value capture on page 79 rather briefly, without introduction, as if we're all supposed to know what it means. I don't know about you, but I don't remember value capture in any of my IT courses. |
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The ITIL Service Manager course concludes with a hand-written essay exam. I've taught test taking techniques and graded literally thousands of term papers, essays, and short answer questions. I have some useful hints based on my experience.
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