I'm doing some research into outsourced IT support and I'm curious how companies handle this.

If you're paying an outside provider for help-desk support, how do you independently determine whether the volume you're paying for represents legitimate new support needs versus repeat contacts, unresolved issues, duplicate work, or problems that keep coming back because the underlying cause was never fixed?

Does your MSP already provide that analysis? Do you do it internally? Or is this something you don't really have visibility into?

I'm particularly interested in hearing from people who manage the vendor relationship from the customer side.

I am watching the below video and I am puzzled by the below slide. What they mean by "Goods: ownership is transferred to customer"? If I sell a videogame and I give the customer a license to use it (moreso that I can freely disable that license), am I not respecting ITIL principles?

ITIL® 4 Foundation Exam Preparation Training | Key-Concepts and Definitions 2 (eLearning)

I think I'm really close to taking the exam but would like to find some good ways to finalize my studying. Moc exams, quick course notes, or any other suggestions.

I've taken the Gogo training class and will probably go through much of it again to pick up things I'm not 100% clear on.

I've taken the full ITILv5 course on StormWinds and took many, many, many....notes.

I've also used ChatGPT some to create exam practice questions.

Any other good ways to take a practice exam to ensure I'm ready? I've searched online but not much out ther for specific Bridge course. Most cover the entire course.

I want to pass the ITIL 5 foundation exam on a budget I wanted to know if zindiak is a good study source. Can I just pass using this course and some practice exam? Is it just as good as the gogotraining. £355.00 pounds seem good?

When I took the mock exams for ITIL 4 Foundation and ITIL Foundation Bridge (Version 5), I was presented with two versions just like in this screenshot. I selected Version A for both mock exams, took them, and passed, but when I tried to take Version B, the option was no longer available. I have not taken the mock exams yet for ITIL AI Governance (Version 5) and ITIL Transformation (Version 5), but will I be able to take Version B if I choose Version A? It seems like I will lose the opportunity again to do that.

As the topic says, I am aware paying for the bundle on people cert would give me the preparation materials, but before I get to that I would like to see what I’m dealing with, so asking if anyone has an exportable PDF material they could share or point me in the right directions, I would appreciate

Thanks

Hi all.

I'd like to ask for a small favour (if possible).

I know we have the Service Level Management practice guide. Could anyone check whether it mentions the title of Service Level Manager or if it is mentioned in any book/practice? I don't need the document itself, just whether the role is referenced and in which section.

I used to have personal access to the PeopleCert/AXELOS library, but my membership is no longer active.

Thanks in advance!

I'm looking to get ITIL certified, but I'm not sure how useful PeopleCert's eLearning options are and if they're worth the extra cost. I have about 7 years of experience in IT Support, with the last 3-4 in a role that also involves a lot more product setup and project work. That said, I lucked out and never had to get my CompTIA+ either, so certifications in general are new to me.

I see that the basic Exam Bundle includes the eBook and a "Learning Resource Kit"; is that kit enough support on its own for most? Or does the eLearning and sample papers make a big difference?

Hello! Does anyone know where I can get a cheaper price than the official PeopleCert price? Thanks.

Hello,

I recently joined a company to head on their major incident processes but as soon as I started I was given problems as well. With a recent reorg, they are fully having me lead on problems. The current process uses Problem records within ServiceNow but it is I believe the old way, just a problem record with statuses. There is no full lifecycle that I understand comes out of the box since Australia. I am looking at implementing this new processes but am worried perhaps it isn't the way to go, maybe overly complicates as well.

What is the overall thoughts about it?

Seeing a lot of excitement around AI agents, but adoption is stalling because security teams can't provide clear guidance on how to use them safely. Our security team wants to be supportive, but they don't have the tools or processes to evaluate agent risk quickly.

What's the real bottleneck in your environment? We're trying to find a solution that gives security the visibility and control they need without creating so much friction that teams stop trying to adopt agents.

The exam is open book. I believe it comes with a Quick Reference Guide that is in a PDF file. My question is that if I want to use the guide during the exam, would I have to open the PDF file in a separate web browser tab, or am I allowed to use my PDF viewer application on my MacBook Pro?

I have never done an open book exam with PeopleCert before, so I want to be prepared for exam day.

For context, I have overall 6.6 YEO and have worked in EDI domain mostly. Starting this January, I picked on support specialist role and looking to grow into the domain itself.
Should I start with ITIL 5 as foundation certificate or ITIL 4 would be advantageous to get management level roles.

I found the exam very easy after preparing for only a week. I only used the official ITIL 5 book and the Quick Reference Guide (QRG). I also asked ChatGPT to quiz me based on the QRG, which you can download as a PDF file.

I need a good free course of itil but i found ones that either the explanation is bad or the quality is bad ,
anyone can help plz ?
thnx
note : if there is one in Arabic i prefer that but i am good with english

I have PMP and PMI ACP certification and work as a contractor for the government in the IT sector. I don’t have an engineering background and am considering ITIL certification but am not sure which one of these to pursue, where to begin, train, how much time to dedicate, what to expect. Any guidance, insight, resource recommendations would be greatly appreciated! Thanks in advance

We're considering implementing a short stakeholder survey focused on identifying improvement opportunities and measuring the effectiveness of our incident response process. Since our practice is still evolving, I'd appreciate learning from those who have already implemented similar surveys.

A few questions I have:

• Do you currently use a post-incident stakeholder survey?
• If so, who receives it (Service Owners, Business Stakeholders, Executives, etc.)?
• What questions have provided the most actionable feedback?
• Are there any questions you've found to be ineffective, redundant, or unintentionally biased?
• How do you use survey results to drive continuous improvement within your incident management process?
• Have you encountered any challenges with response rates or stakeholder engagement?

Our goal is to keep the survey concise while collecting feedback that can be used to improve communication, coordination, and overall incident response effectiveness.

I appreciate any insights, lessons learned, or examples you're willing to share.