The objectives of the course are to
- Obtain a basic understanding of the ITIL Framework
- How ITIL can be used to enhance the quality of IT Service Management in an organisation
- Learn about the key areas around Service Strategy, Service Design, Service Transition, Service Operation on d Continual Service Improvement.
- And of course, pass the exam (40 questions, multiple choice, 65% pass mark)
I am pleased to say that I passed the exam with a score of 83%
My experience of the training
As I am new to the management side of things, with no prior experience of ITIL, I was understandably apprehensive about attending this course. I assumed it would be attended by consultants, experienced managers and IT Directors. My assumptions were correct as our class did include people with such job titles, but there were also service desk people and even someone who is not yet in, but trying to move into the IT industry. However, regardless of experience and job title, we were all there for the same reason - to learn ITIL Foundation and pass the exam.
The Knowledge Academy training was instructor led, following a set of slides. The trainer, Dave Edwards, was extremely knowledgeable from years of experience gained throughout his IT career where he is now a consultant as well as a trainer. He kept the training interesting with plenty of amusing stories which were actually appropriate to the point he was trying to get across, often using his love of beer and ale as an analogy!
We were also provided with a course booklet containing copies of the slides, diagrams and mock exams.
If I am to say one negative thing about The Knowledge Academy, it would be the facilities at the Birmingham location. No drinks machine, vending machines or complimentary biscuits! Luckily the training center is in the heart of Birmingham so I was never too far away from a shop.
I must admit that after the first day, I went home completely confused after taking in a huge amount of information. The trainer, Dave, did warn us that we may feel like this after the first day but it would start to make a lot more sense on day two. After reading the handouts several times (our homework), it started to stick in my memory. I also found some useful podcasts on my iPhone from GoGoTraining.com which helped reinforce what I had learnt. By the end of day three, I felt confident to take the exam.
I'm not in a rush to take the next steps in ITIL certification - Lifecycle and Capabilities modules, but will certainly look to do them in the future. For now, I want to take what I have learnt and use them to improve IT Service Management in the firm I work for.
'An Introductory Overview of ITIL 2011'
The Knowledge Academy - ITIL Foundation