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A set of specialized organizational capabilities for providing value to customers in the form of services
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
The management of functions within an organization to perform certain activities
Units of organizations with roles to perform certain activities
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
To decide how IT will engage with suppliers during the service lifecycle
To proactively prevent all outages to IT services
To design and build processes that will meet business needs
To deliver and manage IT services at agreed levels to business users and customers
Which one of the following statements BEST describes a definitive media library (DML)?
A secure location where definitive hardware spares are held
A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
A database that contains definitions of all media CIs
A secure library where definitive authorized versions of all software and back-ups are stored and protected
Consider the following list:
Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
Roles, people or groups
Which of the following service desk organizational structures are described in service operation?
Local service desk
Virtual service desk
IT help desk
Follow the sun
1, 2 and 4 only
2, 3 and 4 only
1, 3 and 4 only
1, 2 and 3 only
Which one of the following are the two primary elements that create value for customers?
Value on investment (VOI) and return on investment (ROI)
Customer and user satisfaction
Service requirements and warranty
Resources and capabilities
A request from a user for information, advice or for a standard change
Anything that the customer wants and is prepared to pay for
Any request or demand that is entered by a user via a self-help web-based interface
Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
ISEB ITILF2011 Exam (The ITIL Foundation - 2011) Detailed Information
BCS/ ISTQB Foundation Certificate in Software Testing
The Foundation Certificate in Software Testing is ideal for all who have an interest in understanding the basic concepts of software testing.
ILX's Guaranteed Pass - March Promotion
The Foundation Certificate in Software Testing now has dual accreditation with the ISTQB (International Software Testing Qualifications Board) and successful candidates will receive certification with both BCS and ISTQB recognition at Foundation level.
Accredited Foundation e-Learning Course
ILX Group's e-learning can be delivered to anywhere in the world, online. Buy online now to start studying straight away, then book to sit your exam in your chosen location worldwide!
BCS/ISTQB Foundation Certificate in Software Testing - e-Learning Course
Software Testing Foundation e-Learning e-Learning is the most cost effective way to train to Foundation level practically and efficiently. The package includes:
Accredited e-learning course on CD or online
Interactive multi-media exercises for optimum enjoyment and knowledge retention
An exclusive exam simulator to build your confidence
A software testing case study to develop and apply your skills
Full tutor support via phone and email while you study so you can ask any questions as you go
Course package includes:
Accredited e-learning course - CD will not expire and acts as a great reference tool after passing the exam
Exam simulator to prepare you fully for the exam
A copy of the "Software Testing: An BCS Foundation" book
Exam voucher to be used world-wide within 12 months of purchase
A course user guide
Buy Single User Pack for £399+VAT
Only want access to the e-learning?
You can also buy online-only access for £249+VAT - please note: you will need to book through a Prometric or Pearson Vue test centre and purchase the book separately.
View full course page including an online demo...
Require training for a group?
Corporate discounts apply - call 01270 611600 to discuss your training requirements.
Foundation Certificate in Software Testing Target Audience
The BCS/ ISTQB Software Testing Foundation Level certification is aimed at anyone involved in software testing and includes people in roles such as testers, test analysts, test engineers, test consultants, test managers, user acceptance testers and software developers.
It is also appropriate for anyone who wants a basic understanding of software testing, such as project managers, quality managers, software development managers, business analysts, IT directors and management consultants.
Holders of the Foundation Certificate will be able to go on to a higher level software testing certification.
Foundation Certificate in Software Testing Syllabus
The Foundation Certificate in Software Testing syllabus examines up to level K3* of the software testing learning objectives / levels of knowledge and covers the following areas:
Principles of testing
Testing throughout the life-cycle
Dynamic testing techniques
Tool support for testing
* K3 (Bloom’s Taxonomy) – Application: Using previously learned information in new and concrete situations to solve problems that have single or best answers.
Foundation Certificate in Software Testing Exam
The examination lasts one hour and consists of 40 multiple-choice questions. It's a 'closed book' examination i.e. no notes or books are allowed into the examination room.
The pass mark is 26/40.
How do I book my BCS Foundation exam?
If you do your training through ILX Group, you will be able to book your exam at your chosen location world-wide through ILX Group. They will send you vouchers to use with the Foundation e-learning training package.
For corporate groups, ILX Group can organise on-site invigilation at no extra cost, provided there are a minimum number of staff sitting the exam. Contact us for details.
IT service management
IT Service Management from BCS-IT
BCS offers a range of certifications across the primary disciplines within IT Service Management of ITIL best practice and IT Asset Management:
IT Service Management
Our portfolio enables IT professionals to learn how to deliver, support and manage IT services in an effective and efficient way, embracing the ITIL® best practice framework, the world’s most widely accepted approach to service management. Find out more about the ITIL structure and credit system.
IT Asset Management
Our range of certifications in IT Asset Management give IT professionals and organisations the skills to effectively manage their IT assets. ITAM is an emerging discipline with significant benefits to organisations in vendor compliance, risk management and improved asset efficiency. Our new range of certifications recognises the growth in this important area.
The starting point if you require a basic understanding of ITIL or a general awareness of IT service management standards:
IT Service Management
IT Asset Management
ITIL IT Service Management
BCS EXIN ITAMOrg Foundation Certificate IT Asset Management
BCS Software Asset Management Essentials
These IT service management qualifications are complementary and embrace COBIT®, ISO/IEC 20000, SFIA / SFIAplus and ITIL® to enable job specific skill development:
IT Service Management
IT Asset Management
BCS Service Desk and Incident Management BCS EXIN ITAMOrg Specialist Certificate Software Asset Management
BCS Change Management
BCS Service Level Management
BCS Business Relationship Management
BCS Problem Management
BCS Supplier Management
Translating theory into practice with tools and techniques for practical application of the ITIL framework.
IT Service Management
IT Asset Management
ITIL Practitioner BCS Software Asset Management Practitioner
Enhance the quality of your IT service management with intermediate level certification.
IT Service Management
IT Asset Management
ITIL Lifecycle modules (broad management / leadership focus)
Continual Service Improvement
ITIL Capability modules (detailed technical practice)
Operational Support and Analysis
Planning, Protection and Optimisation
Release, Control and Validation
Service, Offerings and Agreements
ITIL Managing across the Lifecycle
Aim for the top with clear validation of your professional capability.
IT Service Management
IT Asset Management
What is ITIL?
ITIL® (IT infrastructure Library) is the best practice framework for IT service management widely accepted by organisations around the world. It enables IT services and processes to be appropriately delivered more consistently and efficiently.
The ITIL framework provides flexibility with a modular approach that focuses on different aspects of IT service management best practice. With a credit system that supports the ITIL qualifications, candidates can work towards achieving the ITIL Expert and Master levels of certification.
ITIL credit system diagram (small)
Click to view a larger version
BCS is an accredited examination institute for ITIL IT service management qualifications.
For more information about ITIL, visit the official website.
Please note: From 1 April 2016 BCS will not be providing ITIL pins for those that have successfully completed their examinations.
What are the benefits of taking a certification from BCS?
Comprehensive certification portfolio across a wide range of disciplines.
Recognised international presence, delivered in over 200 countries.
Reputation built over 40 years on quality, integrity and impartiality.
Developed with industry experts ensuring they are relevant to today's IT professional.
Based on best practice with recognition for skills and knowledge in a particular area.
Mapped to SFIA / SFIAplus so consistent with your career path.
Worldwide network of over 100 high quality training providers.
What are your service levels for dealing with enquiries?
We will answer your telephone call within one minute during office hours 08:00 - 18:00 GMT Monday to Friday. We will call you back promptly if it is not possible to answer your query immediately. We will answer all email enquiries no later than three working days after receipt.
I would like to do a training course, where is the nearest accredited training organisation?
All accredited training organisations are listed on the website and most offer training in a number of locations.
Can I sit the exam without attending a training course?
Yes, although we strongly recommend that all candidates undertake an accredited training course.
What are the course fees?
You will need to contact the accredited training organisation for this information.
What are the exam fees?
Details of the exam fees are found in the exam section of the website for the certification you wish to take.
Do I need to provide ID before my examination?
Yes, you will need to provide photographic identification before the examination starts such as a passport or driving licence. Please refer to the Identification Policy for further information.
What happens if I do not provide suitable ID?
You will still be able to take the examination but your results will be withheld until identification has been provided and verified. Please refer to the Identification Policy for further information.
Can I use a calculator?
Yes, some examinations will allow you to take your own simple non-programmable calculators. You can check this by looking at the syllabus on the website under the relevant certification.
Can I take books into the examination?
This depends on the examination you are taking. Most multiple choice examinations are closed-book, meaning you cannot take any material into the examination with you. You can check this by looking at the syllabus on the website under the relevant certification.
Is there a charge for sample papers?
Most sample papers cost £20 per paper though some are free to download from the website. Please call +44 (0) 1793 417 655 to order sample papers and to make payment.
How do I book an exam?
If you are taking a course with an accredited training organisation or through an online testing centre (Pearson VUE), the exam will be organised through them. If you are taking a public exam, please refer to the exam section of the website for the certification you are taking.
English is not my first language, is extra time allowed?
Yes, 25% extra time is awarded if you are taking the examination in a language that is not your mother tongue. You are also entitled to bring your own paper dictionary into the examination.
How do I request extra time or other adjustments due to a disability, medical condition or for religious reasons?
You will need to apply using the Reasonable Adjustments Form and all applications will be considered in line with our Reasonable adjustments policy (PDF). BCS can offer a number of adjustments depending on your individual circumstances.
I have had a bereavement, can I reschedule?
Yes, you will be able to reschedule the examination; there will be £25.00 + VAT cancellation fee. Additional exceptions will be considered on a case by case basis.
What happens if I arrive for an examination late?
You are allowed to enter the examination room up to 15 minutes after the scheduled start time. You will not be entitled to have any additional time if you arrive late. If you arrive after 15 minutes after the scheduled start time, you will not be allowed to enter the examination room and will forfeit your examination fee.
If I did not turn up for the examination, am I entitled to a refund?
No, if you do not turn up for an examination, your exam fee is forfeited and you will need to book and pay for the examination again.
Am I able to reschedule my exam?
Yes, you may request to change the exam date or time, but this must be done at least 14 days prior to the originally scheduled examination date. To reschedule the exam, please contact our Customer Service team on + 44 (0) 1793 417 655.
If I have to cancel an exam, am I entitled to a refund of the exam fees?
Notice period Refund available
More than 14 days
No charge / Full refund
Between 7-14 days
Refund of 50% of exam fee
Less than 7 days
No refund / 100% charge of exam fee
If I take a re-sit and do worse, will my highest marks be retained?
We retain the highest mark.
I wish to re-sit my examination, what is the cost?
Re-sits are normally booked via your accredited training organisation and they will provide details of the costs. For public examinations, please contact our Customer Service team on +44 (0) 1793 417 655.
How do I receive my results and certificate?
You will receive an email asking to log into a secure site to view your results and you will be able to download an e-certificate.
When do I receive my results?
Multiple choice and oral examination results are usually sent within 3 weeks of the examination date. Written examination results can take up to 8 weeks.
How long does it take to receive a certificate if I have taken my exam with Pearson VUE?
Candidates will receive an email within 48 hours of sitting their exam at a Pearson VUE testing centre and will be able to click on a link to register for the BCS candidate portal where they will be able to access their e-certificate.
My certificate has my name misspelt, can I get this changed?
Please call +44 (0)1793 417 655 to have your details amended. There will be no charge if your name has been spelt incorrectly.
How do I order a new or replacement paper certificate?
You can order new or replacement paper certificates by calling +44 (0) 1793 417 655. There is a charge for this service.
I have changed my name; can you update my details on the BCS database?
Yes, please complete the Request for name change form along with the relevant document (e.g. marriage certificate, dissolution decree or deed poll document. There is no fee for this service. Unfortunately we cannot make the changes without the relevant form. Please refer to the Name Change Policy for further details.
I have changed my name; can I have a paper certificate in my new name?
Yes, please complete the Request for name change form and send to us along with the relevant document (e.g. marriage certificate, dissolution decree or deed poll document). Once this has been done, a new paper certificate can be issued, however there is a charge; please call +44 (0) 1793 417 655 if you would like to arrange this and make a payment. Please refer to the Name Change Policy for further details.
What information do you share about me with third parties?
We regard the lawful and correct treatment of personal information as very important to the provision of professional services and to maintaining confidence between those with whom we deal and ourselves. We will ensure that all personal information is treated lawfully and correctly. To this end, we adhere to the Data Protection Principles as laid down in the Data Protection Act 1998. Please refer to the Data Protection and Confidentiality Policy for further information.
Is my employer informed of my exam result?
We do not provide your examination results to third parties without your express consent, with the exception of your accredited training organisation or the official accreditor for ISTQB, ITIL and PPM examinations.
I have passed my exam but cannot see my name on the successful candidate register (SCR). How do I go about getting it to show on there?
For BCS examinations please go to www.bcs.org/candidateportal
If you have received an email which advised you how to access your examination results then there is a radio button which asks you if you want your details added to the SCR. Click this button and this will be updated within eight weeks of the request. If you have not had this email then please contact our Customer Service team on + 44 (0) 1793 417 655.
Why can I not see some of my results online?
There are some certifications which cannot be viewed online. Please contact our Customer Service team for further assistance.
What is your complaints procedure?
Anyone has the right to complain if they have concerns about a product or service we have provided. All complaints need to be submitted in writing and must contain the following information:
The reason(s) for the complaint.
The date and location of the examination.
Supporting documentation if appropriate.
Pertinent information relating to the grounds for the complaint.
If you have a complaint about your Accredited Training Organisation, please contact them in the first instance and follow their candidate complaints procedure. If you are not satisfied with the response from your accredited training organisation, you have the right to escalate your complaint to us. Please refer to the Complaints Policy for further information.
I received my results today and they are not what I expected - how do I appeal?
First of all, you cannot appeal simply because you are not happy with your results; an appeal must have grounds. There are three grounds for appeal permitted by the procedure (which you should read carefully if you are considering making an appeal) which are:
Your performance was adversely affected by illness or personal circumstances which were not known to you when you sat the examination.
There has been a significant error made by BCS.
BCS acted in a way which is manifestly unreasonable.
For further information please refer to the Appeals policy (PDF)
How will my appeal be considered?
The appeal is considered by the Policy, Compliance and Audit Team who will decide if there is a case for appeal. They will have a copy of the letter of appeal and all supporting documentation, along with relevant documentation (if necessary) from your accredited training organisation.
How long will it take for my appeal to be resolved?
As each appeal is different there are no definitive timelines as to how long an appeal will take to resolve, but you will be kept up to date at each stage of the appeal. We aim to investigate and resolve appeals as quickly as possible within no more than 20 days.
How long do I have to submit an appeal?
You must submit notice of an appeal within 20 working days of publication of the results from your particular examination. Please make sure that you read the form carefully and provide all the information requested. It is your responsibility to make the case, and to state it clearly; we cannot make assumptions - you must fully explain out the cause and effect.
How much does it cost to lodge an appeal?
The current fee for the appeal is £72.00 + VAT which must be paid by credit or debit card by calling our Customer Service team on + 44 (0) 1793 417 655. The appeal will not be processed until full payment has been made. A full refund will be made if the appeal is upheld unless the appeal is for marks to be upgraded due to an illness and then the fee will not be returned.
Are BCS professional certifications mapped to the QCF?
Professional certifications are not currently mapped to the QCF however, as they have been assessed, they broadly align as follows:
Foundation level professional certifications are equivalent to level 3
Practitioner level professional certifications are equivalent to level 4
Higher level professional certifications are equivalent to level 5
What is the relationship between ISTQB, UKTB and BCS?
ISTQB (International Software Testing Qualifications Board) is responsible for the international software testing qualification scheme called 'ISTQB Certified Tester'.
The role of ISTQB is to support a single, universally accepted, international qualification scheme aimed at software and system testing professionals, by providing the core syllabuses and by setting guidelines for accreditation and examination for national boards. UKTB is the UK national board for ISTQB. We deliver foundation and advanced level exams; ISTQB provide the syllabus and UKTB the questions.
We also offer our own intermediate certificate in software testing which is considered a valuable stepping stone between foundation and advanced level as well as a relevant stand-alone qualification.
Do you still have the ISEB (Information Systems Examination Board) Professional award?
No, this was withdrawn in 2012 due to the poor take up.
Itilf2011 exam questions pass in first attempt
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ISEB Examcollection VCE:
Nature fans all over have good reason to love the historic Natchez Trace Parkway. This National Scenic Byway is perfect place to experience the beautiful outdoors! Out of the 52,000 acres of Trace, almost 39,000 of those are maintained in a “natural” condition. That means you’ll find bountiful forests, non-agricultural fields and sparkling open water.
Toyota Teases FT-Bh Concept Hybrid
Toyota wants you to mark the date: March 6 is when it will reveal the FT-Bh Concept, a mini hybrid car that saves production expense with lower cost materials and helps save the environment with emissions that are 50-percent lower than other cars in its ...
What do parents and students think of STEM education?
STEM (science, technology, engineering and math) education is vital to solving the world’s toughest social problems; to helping companies create the next breakthrough innovation and to keeping local economies competitive. So how do we encourage more students to study STEM projects?
To find out, we partnered with Harris Interactive to get an insight on STEM education from parents with children in K-12 education, and students currently studying in STEM degree courses.
The parent perspective:
The survey found broad agreement among parents that there is room for improvement in how we prepare children to pursue a STEM career.
· Most parents of K-12 students (93%) believe that STEM education should be a priority in the U.S., but only half (49%) agree that it actually is a top priority.
· Parents believe STEM is essential to ensure the U.S. remains competitive in the global marketplace (53%) and to produce the next generation of innovators (51%)
· While 50% of parents would like to see their child pursue a STEM career, only 24% are extremely willing to spend extra money helping their children be successful in their math and science classes.
· The top three careers that parents want their kids to pursue are:
o #1 Scientist (24%)
o #2 Engineer (21%)
o #3 Physician & Dentist, Teacher (Both 17%)
The STEM student perspective:
College students pursuing a STEM degree were asked to rate how well their K-12 education prepared them for their college courses in STEM, and why they chose to pursue a STEM academic path.
· Nearly 4 in 5 STEM college students say that they decided to study STEM in high school or earlier and 21% decided in middle school.
· More than half (57%) of STEM college students say that before going to college, a teacher or class got them interested in STEM.
· Only 1 in 5 STEM college students feel that their K-12 education prepared them extremely well for their college courses in STEM.
· Students indicated they are selecting a STEM path to secure their own futures.
o 68% say they want a good salary
o 66% say it’s the job potential
o 68% say they find their degree program subject intellectually stimulating and challenging
The gender differences:
· Male students are more likely to pursue STEM because they have always enjoyed gamestoys, reading books, andor participating in clubs that are focused on their chosen subject area. (51% vs. 35% females).
· Female students are more likely to say that they chose STEM to make a difference (49% vs. 34% males).
· While more than half (57%) of STEM college students say that before going to college, a teacher or class got them interested in STEM, it’s especially true of female students (68% vs. 51% males) who give “a teacher or class” as the top factor that sparked their interest.
· Females in STEM are more likely than males to say they were extremelywell prepared (64% vs. 49%) by their K-12 education, and are slightly more likely than their male counterparts to say that preparing students for STEM should be a top priority in K-12 schools (92% vs. 84%).
You can read the full summary of findings here.
Got a comment on these findings? We’d love to hear your thoughts either through the comments on this post or why not share your views on Twitter using the hashtag #STEMtember
Microsoft has been committed to encouraging students to pursue a career in STEM for many years. We have put in place a range of global and local programs to encourage students to explore the possibilities of a career in STEM from the Imagine Cup to Partners in Learning, DigiGirlz, and the Kodu Game Lab.
10-Count Quiz: John Murray
Written by - Mar 29, 2011
If you thought boxing fanatics were sitting around twiddling their thumbs in Manchester since the Pacquiao-enforced ring sabbatical of hometown hero Ricky Hatton, then you would be wrong.
One man keeping them busy is European lightweight champion John Murray. And if the old adage of history repeating itself rings true then the 30-0, hard-hitting pressure fighter will be keeping them away from home as well in the coming years.
Having just signed to Frank Warren, Murray sets off on the trail for world glory this weekend when he defends his European strap against Spain’s Karim El Ouazghari in London’s York Hall. The Mancs will be used to the mileage but the coverage will certainly be new to Murray. So we helped get him ready for things to come with our infamous 10-Count Quiz…
1. How did you get into boxing?My mum and dad were always big into boxing and growing up I was always sparring with my brother. I ended up going to the gym when I was about 14 and I haven’t looked back since.
2. Who was your boxing hero?Growing up it was people like Chris Eubank and Nigel Benn because they were the stars I grew up watching on TV. But as I got into boxing and got a bit older, and started looking back at previous champions, I really started to like Julio Cesar Chavez. I loved his style and the way he broke fighters down, I used to try and mimic him in the ring.
3. What was the greatest era of boxing?I reckon the mid to late 80s with Marvin Hagler, Sugar Ray Leonard, Thomas Hearns and Roberto Duran. There seemed to be a lot more fighters back then and good fights. If you were world class back then, then you probably would have been a world champion in today’s era as there were fewer straps those times.
4. What would you change in boxing?I’d make sure there was only one world champion at each weight. It would make it a lot more interesting and give the world champion a greater status, as he would be the only one at that weight. It can become a bit confusing for general boxing fans when there are three or four people at the same weight all with world titles. I’m a boxer and even I get a bit confused at times, especially with all these silver champions and the super champions, it doesn’t make sense to me and its my sport!
5. Pick a fantasy fight, any boxers from past or present?I’d like to see Sugar Ray Leonard against Floyd Mayweather. And I’d have to go Leonard for the win.
6. Greatest boxing film?I would have said Raging Bull but The Fighter came out and it’s really good. I’ve watched it about four times already, so we’ll see if it stands the test time. Before I was pro I remember watching him with my brother against Shea Neary and becoming a fan. I was watching the film and can see he’s from a bit of a crazy family, which is not that dissimilar from myself so I could really relate to it and just enjoyed it.
7. What’s been the greatest night of your life?It was my 13th fight, over at the St. Pete Times Forum in Florida. It was on the undercard of Robin Reid vs Jeff Lacy and it was in front of a packed out arena. There must have been 40,000 people there and I put on a good display, and had the crowd cheering me to the rafters after the six-round fight. It was a great buzz! I’ve had title fights since but it was the first time I had fought in front of a big audience and it just inspired me massively.
8. Before a fight, how do you get in the zone mentally?During training I try not to think about the fight too much. Obviously I’ll watch tapes and discuss tactics, but I switch off from it until fight night. Then again in the changing room I’m always cracking jokes and don’t tend to switch on till I’m lacing my boots or my bandages are wrapped and its time to start warming up. But once its time to switch on, I switch on, and as I’m walking out to the ring and I hear the noise of the crowd, that always gets me hyped up.
9. What would be your perfect after fight blow-out?On the night of the fight I go home and just chill out and relax cos obviously with the adrenalin going through the fight you tend to crash a bit after it, your energy levels tend to be a bit low. But I go out after that and celebrate with my mates on a Sunday; just a couple of drinks nothing too wild. Later in the week I’ll go to my trainer Joe Gallagher’s house and we’’ go over the tape of the fight.
10. What’s the dream?The ultimate dream is obviously winning a world title and having my name on the main bill in Las Vegas. I’ve boxed over there twice now on two undercards and would love to top the bill one day myself.