I've just seen Sample Paper 6 (ITIL v.3 Foundation Examination: Sample Paper 6, version 3.0 to be precise) and learned about a small controversy over Question 19: Which is the first activity of the Continual Service Improvement (CSI) model? Is it a fair question? Is the answer given the "right" one?
The Service Strategy book mentions value capture on page 79 rather briefly, without introduction, as if we're all supposed to know what it means. I don't know about you, but I don't remember value capture in any of my IT courses.
The release of ITIL v3 in 2007 raises questions about what it is and what is it's relationship to v2. What is to be done? Here are my thoughts, having carefully studied and taught both.
