Introduction

• Traditional learning system is apprentice to journeyman to master.
  • Used for thousands of years in almost all professions.
  • Still considered the "best" approach for professional artists and musicians.
• Apprentice
  • A journeyman or master provides direct guidance.
  • We should all have exceeded that level by the time we passed our Foundation certification.
• Journeyman
  • A journeyman creates new works under the guidance of a master.
  • A journeyman uses the tools created by the master.
• Master
  • Creates his or her own tools.
  • For example, a Master blacksmith creates her or his own hammer, tongs, etc
  • A master musician has his or her own training exercises.
  • In education this is called "synthesis" - creating something new You need to create your own study notes. Thus you will demonstrate mastery of each topic.
  • We will use practice questions that are similar to the Service Manager certification questions.
• The documents contained in this portfolio are of two types.
  • The odd numbered documents in this archive are the questions we will use to practice master of ITIL.
  • The even numbered documents are my response to those questions. For example, mentoring session 01 - this document - contains a question about capacity management. Mentoring session 02 contains my response to that questions.
  • Please consider my responses as illustrations. In the right circumstances the approach you came up with in response to the question might be better than the response that I propose. In a business environment we would then have a dialogue and chose some approach that might be a blend of both. Thus, there is no right or wrong answer to these questions. Instead, these are exercises to experiment with and learn from.
• I hope you enjoy these exercises.