ITIL® 4 Foundation Certification

After three days spent breathing nothing but IT Service Management, I’ve sat –and passed- the ITIL®4 Foundation exam. This post has some tips I learnt along the way and some resources that might be useful if you’re looking to get the certification yourself.

Exam Prep Tips

The exam is closed book with 40 multiple choice questions and an hour to complete. The pass mark is 65%, so that’s 26 correct answers as there’s no penalty for getting a question wrong. With some prior experience in ITSM, and a bit of focussed study, this is quite an achievable mark.

Where to start? You’ll see the “4 Dimensions of Service Management” and the “7 Guiding Principles” and the components of the “Service Value Chain”. Make sure you can recall as many as possible of these. You shouldn’t get asked “What’s the fourth Guiding Principle?”, but you might be asked “Which Dimension of Service Management applies here?” and be able to rule out two of the four multiple choice answers because they’re not the Dimensions from the framework at all.

Learn and remember the prescribed vocabulary. There’s lots of terms, many of which are words in common use more generally in IT.  These may not have the same meaning or have a more precisely defined description under ITIL®. Release Management is a good example here- it’s not about installing a latest version of your app or website- that’s Deployment Management. Release Management can be thought of as just the process of making that new version available to be deployed.

You keep using that word

I can’t overstate how important it is to know as many of the ITIL® terms, and what they mean is to passing the exam. Of course a full understanding of the principles is what you’re really after, but this is tested at this level by making sure you can recall the right name for a component of the framework and recognise where it should be used.

Also, checkout sample papers, but make sure you’re using the official ones for ITIL®4, and not any which may have v2 or v3 content. A lot has changed from v3 to 4 and you don’t want to be answering with the wrong framework. The sample papers I accessed felt remarkably similar in content and question structure to the real exam.

Learning Resources

Subscriptions or purchases may be required for some of these resources.

ITIL® is a registered trade mark of AXELOS Limited

Using your Ignite Attendee benefits to extend your Office subscription


imageAs a benefit for attending the online (and free!) Ignite conference this year, Microsoft have rewarded delegates with some discount prices on “select digital downloadable products” at the company store. Amongst the X-box games there’s also a great deal on the Office Family subscription.

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The input arguments had entities that did not belong to the same datacenter.

Symptoms

Trying to vMotion (in my case a cross-vCenter vMotion from a 6.5 system to 6.7) a VM the error “The input arguments had entities that did not belong to the same datacenter.” occurred. Other VMs were migrating fine.

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Cause

The CD Drive in the source VM was mapped to (although not connected to) a Content Library ISO file.

Solution

Point the source VM CD drive at “Client Device” and retry the vMotion.

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Quick Tip- Azure SQL Server Connectivity

Symptoms

  1. An application server in Azure can’t connect to an IaaS SQL Server on Windows (also in Azure).
  2. The Connection Troubleshoot utility in the Azure Portal says network connectivity between the App server and SQL server on port 1433 is allowed:
    image
  3. PowerShell Test-NetConnection on the App server shows that communication with the SQL Server is blocked on port 1433
    image

Cause

Windows Firewall on the SQL Server is blocking communications from the App Server

Solution

Add a rule to the Windows Firewall on the SQL Server to allow SQL Traffic. See Microsoft Docs for details on how to do this.