supervisor guide august 06 -...

EXIN International

Examination Institute for Information Science

Janssoenborch, Hoog Catharijne

Godebaldkwartier 365, 3511 DT Utrecht

P.O. Box 19147, 3501 DC Utrecht

The Netherlands

Telephone +31 30 234 48 25

Fax +31 30 234 31 11

E-mail [email protected]

Internet www.exin-exams.com

Supervisor Guide for EXIN examination sessions version August 2006

Table of contents Introduction 3 1 EXIN, Examination Institute for Information Science 4 2 Examination session 5

2.1 Examination location 5 2.2 Reception of the candidates 5 2.3 Pre-examination briefing 6 2.4 To start the examination session 7 2.5 During the examination session 7 2.6 To finish the examination the examination session 8 2.7 Helpdesk for web-based examination session 9 2.8 Denial to take part in the examination session 9

3 System requirements computers web-based examination session 10 4 Instruction Manual QuestionMark 12 5 Special needs 14 6 Information about exams 15 7 Answering form multiple-choice exams 24

supervisor guide Date: August 2006

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Introduction This Guide is for invigilating EXIN examination sessions. This Guide must be read by the supervisor in advance of the examination session. In case a procedure will change, we will inform the Authorized Examination Center one (1) month in advance. If you have any questions, please contact Servicedesk EXIN International. Telephone: +31 30 234 48 25 E-mail: [email protected]


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1 EXIN, Examination Institute for Information Science EXIN is an independent, worldwide IT examination provider with more than 40 years of experience. It is EXIN’s mission to guarantee the quality of the ICT sector and the ICT professionals working in this sector by means of independent testing and certification. EXIN offers learning tracks, which give ICT professionals the appropriate competencies and skills to improve their job performance. EXIN is specialized in establishing educational requirements and developing examinations for all major areas in Information Technology. Exams in IT Service Management are available in 10 languages. In examining candidates EXIN makes use of high quality, web-based technology. EXIN has already certified more than 300,000 IT-professionals world-wide. Partnerships with international Agents and with over 400 Authorized Examination Centers enhance the accessibility of EXIN’s independent examinations. EXIN is based in The Netherlands and employs 70 staff members. There are regional offices of EXIN in Boston, Kuala Lumpur, Melbourne and Tokyo. In addition, over four hundred professionals in IT, work for EXIN on a part-timebasis. EXIN’s services • certification standards for international standards like ITIL, MOF, ASL and DSDM • examination programs: exams and exam requirements • accreditation of training providers • registration for computer-based testing • a full range of IT books in the e-bookshop


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2 Examination session 2.1 Examination location All examination sessions

1. Arrive early at the examination location, so that you have enough time left before the scheduled examination start time. This is necessary to prepare the examination session and to facilitate the candidate sign-in process.

2. Identify yourself as the examination supervisor for the examinations being conducted by the EXIN Authorized Examination Center you are representing.

3. Occupy and inspect the examination location well in advance of the examination start time and check: • there is adequate lightning; • there are reasonable temperature and air circulation conditions; • there is sufficient space between each candidate during the examination session:

candidates will sit apart, with at least one (1) meter distance in between and such that none of the candidates can see the work of the other candidates.

Paper-based examination session

1. You will accept the shipment of the exam materials as provided by EXIN via the Authorized Examination Center.

2. You will supervise that all examination materials received in sealed envelopes will remain sealed until the beginning of the examination session.

3. You will supervise that the envelopes containing the exam materials will be opened only by the candidates present in the examination room.

Web-based examination session

1. You will receive the shipment of the exam materials as provided by EXIN which the Authorized Examination Center has downloaded in My Account e.g. session details, supervisor report, login details for the candidates, Instruction Manual QuestionMark and if applicable the appendices for the ITIL Practitioner exam.

2. For web-based sessions the examination location must also be set up according to the following conditions: • for each candidate a PC with an Internet connection and a secured browser as provided by

EXIN must be available; • a spare computer is available; • the computers match by EXIN’s system requirements (see Chapter 3).

3. You will personally see to it that the room is prepared for the web-based examination and that Internet Explorer is started on all workstations (toets.exin.nl / [NL] for Dutch, [JP] for Japanese and [UK] for all other languages).

4. You will provide the candidates with the Instruction Manual QuestionMark. 2.2 Reception of the candidates 1. Make sure that the candidate’s identity corresponds with the registration data of the

candidate. 2. The candidate can in no circumstance take the exam using the indentity of another candidate.

This also applies to situations where other registered candidates are absent. 3. Supervise that the candidates do not bring any papers or notes inside the examination room.

Let the candidates place their personal belongings in a designated area. Do not take responsibility for handbags or wallets.


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4. If a candidate refuses to comply, record this on the examination supervisor report, noting the name of the candidate and relevant details of the incident.

5. Ensure that no one else will be present in the examination room but the candidates and, if applicable, the auditor appointed by EXIN. EXIN is allowed to conduct an audit during the examination session to ensure the Authorized Examination Center is acting within the constraints of the agreement. For the purpose of such an audit EXIN will authorize an auditor, who will be granted access to the examination room during the examination session and will be allowed to interview the candidates and the supervisor.

6. In case a candidate arrives after the start of the examination session in the examination room, the candidate can only be admitted to take part in the examination if none of the other participants have completed the exam and left the examination room. It is at the discretion of the supervisor to decide if the candidate will be allowed to access the examination room and will receive the full examination time. It is important to take into consideration the period for which the examination room is available.

2.3 Pre-examination briefing All examination sessions

Allow fifteen (15) minutes to give the candidates a clear explanation of the examination process. Explanation should include: • the name of the examination; • permitted materials; • length of the examination; • policy on temporary absence from the room e.g. bathroom breaks. Only one candidate at the

time is allowed to have a bathroom break. In case the candidate does not return within an acceptable period of time, please check what happened.

• what is expected on completion of the examination (see 2.6). • that 15 minutes before of the end of the examination session the remaining examination time

will be announced. Paper-based examination session

1. Instruct the candidates about the correct use of the answering form (see also chapter 7). 2. Inform the candidates that answers cannot be filled out in the exam paper. Answers filled out

in the exam papers will not be processed. 3. Instruct the candidates that more than one(1) answer given to a question means that the

answer will be considered as incorrect. 4. Instruct the candidates that the personal data form must be filled out completely. 5. Instruct the candidates that all examination documents must be given to the supervisor as

soon as they have finished the examination. The candidates do not bring any papers or notes outside the examination room. Failure by a candidate to return all examination papers at the end of the examination session will invalidate the candidate’s examination result.


1. Advice to read the candidate instruction Manual QuestionMark. 2. Inform the candidates that once the examination has been closed, it is not possible anymore

to log in again. There is only one (1) log in attempt. 3. Instruct the candidates that the answers must always be noted on paper. This is to prevent the

answers being lost in case of any computer failure. 4. Instruct the candidates how to print their feedback form with a detailed score at the end of the

examination session. Clicking the red hyperlink “Feedback” will activate a report with the score. This report can be printed by using the key combination Ctrl + P.


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2.4 To start the examination session Paper-based examination session 1. Provide the candidates with their individual examination envelope (containing the exam,

answering form/answering sheets, and if applicable the appendices or case study). 2. Instruct the candidates to keep their examination envelope sealed until you signify it can be

opened. Web-based examination session 1. You will provide the candidates with the Instruction Manual QuestionMark. 2. You will provide the candidates with their login name and password.

To log in candidates have to fill in Name and Password and click on the button ‘Enter’. Candidates should not fill in the option “Show list of any unfinished assessments”. When they do, the following message will appear: No assessments are available (because there is no unfinished exam). After logging in a new screen will appear displaying the assessment(s). Click on the button ‘Start’ to start the exam.

3. In case of an ITIL Practitioner examination you will provide the candidates with the appendices (if applicable).

2.5 During the examination session All examination sessions

1. Position yourself to view the candidates at all times. 2. You will personally supervise that the candidates in the examination room will not commit foul

play during the examination. Rules concerning foul play to be adhered are: • candidates will have no use of books or notes during the examination session; • candidates will not speak to each other during the examination session; • candidates will not be able to look at each others paper work or monitors during or after

the examination session. 3. You will in no way interfere in the examination process apart from instructing the candidates

and announcing the remaining time (see 2.3 pre-examination briefing). 4. You will not answer questions from the candidates concerning the content of the exam but

note their questions on the supervisor report. Also every specific incident or special circumstance concerning the examination must be noted on the supervisor report. Always note the name of the candidate involved (and his/her candidate number if applicable) on the report.

5. You will see to the fact that the time for the examination session for all candidates will be kept to the time allotted (mentioned on the information sheet and on the session list).


1. You will supervise that during the examination session the candidates only make use of the secured browser.


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2.6 To finish the examination session All examination sessions

1. Announce 15 minutes before of the end of the examination session the remaining examination. Paper-based examination session

1. You will take in promptly all examination papers as soon as the candidate indicates he/she is finished or when the examination time expires.

2. The candidate must put the answering form/sheets and any note papers together with the exam (and appendices or case study if applicable) in his/her envelope at the end of the examination session.

3. You will supervise that all candidates have completely filled out the personal data form and the answering form/sheets. Answers filled out in the exam papers will not be processed.

4. You will check if the candidate’s indentity corresponds with the data on the personal data form and with the data on the answering form/sheets.

5. You will supervise that the candidates do not bring any papers or notes outside the examination room. Failure by a candidate to return all examination papers at the end of the examination session will invalidate the candidate’s examination result.

6. You will fill out the supervisor report at every examination session, whether or not anything unusual (like incidents or special circumstances) has occurred. Also questions from the candidates concerning the content of the exam must be noted on the supervisor report. In case of specific incidents or special circumstances (including no shows) a detailed report is requested. In case of incidents or questions, the candidate’s name (first and last name) must be noted on the supervisor report.

7. The AEC must return all original filled out examination papers, the supervisor report and the session list together with all unused and unopened examination paper envelopes to the EXIN or the agent by registered courier services (such as TNT, FedEx, DHL, UPS) ) within one (1) day after the examination.


1. In case the candidate does not know anymore how to print the feedback form with a detailed score, you will instruct the candidate: Clicking the red hyperlink “Feedback..” will activate a report with the score. This report can be printed by using the key combination Ctrl + P.

2. You will supervise that the candidates do not bring any papers or notes outside the examination room.

3. You will fill out the supervisor report at every examination session, whether or not anything unusual (like incidents or special circumstances) has occurred. Also questions from the candidates concerning the content of the exam must be noted on the supervisor report. In case of specific incidents or special circumstances (including no shows) a detailed report is requested. In case of incidents or questions, the candidate’s name (first and last name) and the candidate registration number must be noted on the supervisor report.

4. The AEC must take care that the supervisor report together with the session list will be faxed to EXIN within one (1) day after the examination session.


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2.7 Helpdesk for web-based examination sessions In case of any problems during the session, please immediately contact Servicedesk EXIN International, by telephone: +31 30 234 48 25. To prevent that the answers given by the candidate cannot be registered, for example because EXIN cannot resolve the problem during the examination session, each candidate must also note his/her answers on paper. The following problems however can be solved by the supervisor: 1. If a candidate logs in the examination and fills in the option "Show list of any unfinished

assessments". If so, the message "No assessments are available (because there is no unfinished exam). Solution is noted in the “Instruction Manual QuestionMark” (see Chapter 4).

2. If the candidate did not finish the exam with the button "Submit" The candidate should again log in and fill in their Name, Password AND this time flag the option “Show list of any unfinished assessments”. After clicking the button ‘Enter’ the exam with the given answers will appear. Now the candidate can use the button ‘Submit’ to get his/her result. It is important that the exam must be restarted as soon as possible because the examination time in the exam software will keep running without pause. If after the re-start no exam will be shown as an unfinished assessment then the exam has been finished in the correct way or the exam time has passed.

2.8 Denial to take part in the examination session You will deny candidates the right to take part in the examination session if: • the candidate is not able to legally proof his or her identity; • the candidate does not obey the instructions of the supervisor; • the candidate commits foul play; • the candidate arrives after the start of the examination session in the examination room and

one candidate already has completed the exam and left the examination room.


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3 System requirements computers web-based examination session In order to conduct the web-based examination sessions in a good and professional way, the computers needs to be set up according to the following system requirements. Hardware / Software • Intel® Pentium® processor (advice: Pentium III or higher) • 100MB of available hard-disk space • 64MB of RAM or higher recommended • A Windows 98, NT (SP 6 or 6a), 2000, ME or XP operating system • Microsoft Internet Explorer 5.5 or higher

(http://www.microsoft.com/downloads) • Latest Sun Microsystems Java J2SE Runtime Environment Plug-In

(http://www.java.com/en/download/manual.jsp) • For Internet access, one of the following is recommended:

- Full-Time/Broadband connection (128 kbit) - ADSL-connection (512 of 1024) - Double ISDN-connection (128 kbit) - Cable-connection

• 16-bit monitor (at least 15”) • Super VGA (800 x 600) or higher-resolution video adapter and monitor • Keyboard and Microsoft Mouse or compatible pointing device Adjust Software Change settings Internet Explorer: Set EXIN as Trusted Site in Internet Explorer: 1. Open Control Panel by clicking Start->Settings->Control Panel 2. Open the Internet Options window by double clicking Internet Options 3. Click the Security Tab 4. Select the Trusted Sites item and click Sites


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The following window appears: 5. Add http://toets.exin.nl and then check the box “Require server verification (https:// for all

sites in this zone”. If the above is processed properly the sign of the Trusted Site will appear right below in Internet Explorer whenever visiting http://toets.exin.nl. Disable pop-up blockers, stoppers or killers. Allow pop-ups to appear when using EXIN’s test site http://toets.exin.nl. Set Sun Java Virtual Machine as current Virtual Machine 1. Open Control Panel by clicking Start->Settings->Control Panel 2. Open the Internet Options window by double clicking Internet Options 3. Click the Advanced Tab 4. Find the "Java (Sun)" item and check the checkbox which says "Use Java 2 v 1.x.x for applet

(requires restart)" 5. Uncheck the box next to Microsoft VM 6. Save your changes by clicking the OK button 7. Restart the browser System Test 1. Start the webbrowser and go to http://toets.exin.nl 2. Choose the language in which the software will be displayed (the chosen language is not

necessarily the language of the test) 3. Use the following account to log on:

Name : exintest Password : exin

4. Start the available assessment and submit after a short try out. If no problems occur, no problems should be expected during a real test. In case problems do occur, please inform EXIN by e-mail about the problems as complete and soon as possible ([email protected]). EXIN International will reply with a solution.


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4 Instruction Manual QuestionMark Log in on toets.exin.nl. Choose [NL] for Dutch, [JP] for Japanese or [UK] for all other languages To log in you have to fill in Name and Password (the supervisor will provide this information) and click on the button ‘Enter’. ATTENTION Never fill in the option “Show list of any unfinished assessments”. When you do, the following message will appear: No assessments are available. (Because there is no unfinished exam) After logging in a new screen will appear showing one (or more) scheduled exams. Clicking the button Start will activate the exam. As soon as clicking the button, the time of the exam will start running. For all exams an extra 5 minutes of time is automatically rewarded. These extra 5 minutes are compensation for reading this manual and possible delay on the Internet. The ‘Introduction’ screen After activating the exam, you will notice the time counting down in the left bottom of the screen. Before the first question of the actual exam an additional screen with information appears. Here you will find important information about the exam: the duration of the exam, the maximum amount of points, the amount needed for passing and in some cases the number of the appendix needed. The supervisor will distribute this appendix after starting the exam. After careful reading of the information, you can enter the actual exam by pressing the button “Start Exam”. Answering the questions The blue arrow in the menu on the left indicates the active question. By using the buttons “next” and “previous” you can go from one question to the next or back. Clicking on the number of the question will direct you immediately to that particular question. After answering a question the little ball next to the question number in the left of the screen will change colour from grey to blue. Marking a question will flag the little ball.

Start the Exam


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Problems or errors In case of problems or errors during the exam, please notify the supervisor immediately. The supervisor can help out in almost every case. If not, the supervisor can contact EXIN’s Helpdesk. Finished? First check if all questions are answered. Make sure you check on all marked questions once more. When you have finished the examination, you always have to click on the button ‘Submit’. Otherwise you do not get a result. Clicking the red hyperlink “Feedback” will activate a report with the score.

This report can be printed by using the key combination Ctrl + P. After printing the feedback you must hand in all materials distributed to you. This manual, appendices (if handed out), notes etc. should all be handed in to the supervisor. After the supervisor’s permission you are allowed to leave the room. What to do when you did not finish the exam with the button ‘Submit’ Immediately ask the supervisor for help. The supervisor will assist in restarting the exam without loss of answers.


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5 Special needs If applicable, you will be advised if a special arrangement is required for candidates with special needs. Candidates requiring a special arrangement need to notify the Authorized Examination Center in advance. You will get informed by the Authorized Examination Center in case a candidate is allowed to use special arrangement. If so make a note of this on the supervisor report. Without permission of the Authorized Examination Center you are not allowed to grant the candidate(s) special equipment.


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6 Information about exams ASL Foundation Examination type multiple choice

Number of questions 40 questions

Time allotted for examination 60 minutes

Appendices No

Case study No

Literature or notes Not allowed to consult any kind of literature or notes

during the examination.

Dictionary For linguistic translation purposes only; dictionaries

must be checked for notes prior to the examination

session.

Electronic equipment permitted No

Answering form Candidates have to write down on the QM answering

form:

• Name

• Examination date

• Name examination All answers have to be marked, for instance by putting a horizontal line at the corresponding question number on the answering form. Answers cannot be filled out in the exam paper. Answers filled out in the exam papers will not be processed.

Examination result The maximum number of points that can be obtained for

this examination is 40. Each correct answer is worth one

(1) point. The passing score is 26 points or more.


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DSDM Foundation Examination type multiple choice



Appendices No

Case study No





session.



form:

• Name







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ISPL Foundation Examination type multiple choice



Appendices No

Case study No





session.



form:

• Name







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ITIL Foundation Examination type multiple choice



Appendices No

Case study No





session.



form:

• Name







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ITIL Practitioner single modules* * Availability Management, Capacity Management, Financial Management,

Incident Management/Servicedesk, Problem Management, Security Management and

Service Level Management Examination type multiple choice



Appendices Yes

Case study No





session.

Electronic equipment permitted Only for ITIL Practitioner Availability Management,

Capacity Management and Financial Management.


form:

• Name







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ITIL Practitioner clustered modules* * ITIL Practitioner Release and Control, ITIL Practitioner Support and Restore

Examination type multiple choice



Appendices No

Case study No





session.



form:

• Name







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ITIL Service Manager* *ITIL Service Support and ITIL Service Delivery Examination type open questions based on a case study

Number of questions 5 questions per examination paper

Time allotted for examination 180 minutes per examination paper

Appendices No

Case study Yes





session.


Answering form Candidates have to use “exam forms”. Do not write

outside the boxed area.

Candidates have to write down on the answering form:

• Name


• Name examination

• Page number

• Total amount of pages

Examination result The maximum score possible for this examination is 100

points. The passing score is 50 points or more.


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MOF Essentials Examination type multiple choice



Appendices No

Case study No





session.



form:

• Name







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SQM Foundation Examination type multiple choice



Appendices No

Case study No





session.



form:

• Name







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7 Answering form multiple choice-exams In case the candidates take a paper-based multiple-choice examination they receive an individual examination envelope containing the exam, answering form, personal data form and if applicable the appendices. In order to allow EXIN to process the results in a smooth way, the candidates need to be instructed about the correct use of the answering form. Part 1 The candidates need to fill out the examination date, his/her name and name of the examination in part 1. Part 2 The candidates must not fill out part 2. This part contains space for the exam number, version, candidate number, session and date of birth. Part 2 of the answering form is for EXIN administration use only. Part 3 The answers to the questions need to be filled out in the lower part of the QM answering form (part 3). Advise the candidates to use a pencil. If corrections are desirable answers can be erased. If a pen is used, the candidates must be instructed that in case of corrections they must make clear which answer is final. This can be done by making a note in front of the question number.

Part 1 Part 2

Please do not fill out this part

Part 3

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