This certification verifies that support center professionals possess the understanding of the Knowledge-Centered Service (KCS SM) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organization. Additionally, this certification validates that they know how to implement the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process.

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Desktop Advanced Support Technicians are trusted support advisers and advocates that focus on providing efficient and effective resolutions to customers as it relates to service requests, incidents, and problems escalated by the service desk and the business. DAST training is focused on enhancing the image of the support organisation by providing excellent customer service as well as increasing the productivity and capabilities of users, customers, and the business.

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Sponsored by Adelaide Consulting Group, An Accredited Training Organisation. 1. You should attempt all 40 questions. Each question is worth one mark. 2. There is only one correct answer per question. 3. You need to answer 28 questions correctly to pass the exam. 4. Mark your answers on the screen then click submit 5. You have 2 hours and 15 minutes to complete this exam. 6. This is an ‘open book’ exam. You can use the ITIL Practitioner guidance. 7. No other material is allowed. 8. Read the ‘Scenario’ in the Scenario section of the question 9. You will also need the ‘Additional Information’ in the question to answer some questions. This is indicated before the question. 10. Each question is separate. Do not use information from one question to answer another question. ©AXELOS Limited 2018. AXELOS®, ITIL® and the swirl logo are registered trade marks of AXELOS Limited. Reproduction of this material requires the permission of AXELOS Limited. All rights reserved.

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ITIL 4 Plan, Implement and Control Practices is structured and aligned around the ITIL 4 frameworks. This module helps the candidates to gain an understanding of the key concepts, principles, value and challenges of ITIL 4’s five management practices, namely:- ITIL 4 Asset Management Practice ITIL 4 Change Enablement Practice ITIL 4 Deployment Management Practice ITIL 4 Release Managemeent ITIL 4 Service Configuration Management Practice. It is intended to provide candidates with best practice guidance at both strategic and operational levels of maximizing value from the Practices

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Sponsored by Adelaide Consulting Group, An Accredited Training Organization. The ITIL 4 Monitor, Support, and Fulfil Practices module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications. Exam questions: 60 multiple choice Time for exam: 90 mins Categories: 1 - Incident Mngmnt- INM 2 - Service Desk- SD 3 - Service Request Mngmnt- SRM 4 - Monitoring & Event Mngmnt- MEM 5 - Problem Mngmnt- PRM This is a ‘closed book’ exam. The ITIL 4 ITIL 4 Incident Management Practice, ITIL 4 Service Desk Practice, ITIL 4 Service Request Management Practice, ITIL 4 Monitoring and Event Management Practice, ITIL 4 Problem Management Practice publications should be used for study but is NOT permitted to be used in the exam. ©AXELOS Limited 2023. AXELOS®, ITIL® and the swirl logo are registered trademarks of AXELOS Limited. Reproduction of this material requires the permission of AXELOS Limited. All rights reserved. Champions Portal Copyright © unless otherwise stated.

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The individual and combined ITIL 4 Practices courses are intended for professionals that want to prove and validate their skills in specific practice areas or establish a good cross-practice collaboration and effective service value streams with practical assignments built into the courses.

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The PRINCE2 Agile® Foundation Examination Sample Paper 1 Multiple Choice Examination Duration: 60 minutes Instructions 1. You should attempt all 50 questions. Each question is worth one mark. 2. There is only one correct answer per question. 3. You need to answer 28 questions correctly to pass the exam. 4. You have 60 minutes to complete this exam. 5. This is a ‘closed book’ exam. No material other than the exam paper is allowed.

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Sponsored by Adelaide Consulting Group, An Accredited Training Organisation. Level of Difficulty Bloom Level 1 & 2: Knowledge and Comprehension Qualification Objectives ? Explain Big Data, its origin, and its characteristics. ? Discuss about the tools applicable to Big Data processing. ? Explain data mining. ? Discuss the most popular Big Data technologies—Hadoop and MongoDB. ? Tell about Big Data projects and the main players involved. References Specific Sources: • Facebook.com • Twitter.com • MongoDb.org • Hadoop.org • New York Times – “How Companies Learn Your Secrets” (Target's Story – Module 1) • Business Insider (Pirates Story – Module 1) • SAP.com • Microsoft.com • Oracle.com • International Monetary Fund – http://www.imf.org/external/data.htm#data • World Bank – http://data.worldbank.org/ • US Government – http://www.nber.org/data/ • European Commission – http://ec.europa.eu/economy_finance/db_indicators/ • Open Data US – data.gov • Open Data Australia – data.gov.au • Open Data European Union – open-data.europa.eu/en/data/ • KNIME – knime.org • Weka – http://www.cs.waikato.ac.nz/ml/weka/

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