ITIL Intermediate Exam Tricks and Tips

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ITIL® Intermediate Exam TipsApplicable for all ITIL Intermediate examsITIL® is a Registered Trade Mark of AXELOS Limited


The ITIL Exam Structure

ITIL® Service Lifecycle Modules ITIL® Service Capability Modules

SS SD ST SO CSI SOA PPO RCV OSA

ITIL® Foundation for Service Management

Managing Across the Lifecycle

ITIL® ‘Expert’

ITIL® ‘Master’

2

444433333

5

22

• 8 Questions• Graded Scoring• 120 minutes• Closed Book• 28/40 (70%) to pass

© Crown Copyright 2011. Reproduced under licence from the Cabinet Office.


Top Ten Tips for Exam Success

6. Review the glossary7. Complete practice tests8. Business, business, business9. Understand Blooms10. Avoid traditional Techniques

1. Read the syllabus2. Understand the scenarios3. Look for wrong answers4. Ticks and crosses method5. Seek power words


1. Focus on the Syllabus

Understand and focus on the syllabus for your exam preparation. Remember these courses have a dual purpose: 1. To prepare you for the exam, which is

against the syllabus objectives, 2. To prepare you to work in the Service

Management environment outside of the course (outside the syllabus)

The exam tests your knowledge of the first part.


2. Read the Scenario

Always read the scenario for each question. The scenario will give you the information about business environment that the answer is based on. Remember that ITIL focuses on achieving business outcomes by delivering quality services. The scenario will give you the business objectives that need to be achieved, whilst the answer should show how ITIL best practice should achieve it. Note, the scenario is only for the question stated and not the rest of the exam.


3. Look at all the Answers

Don’t just define why an answer is correct, but look at the other answers and define why they are wrong. Draw a grid and place them in their 5,3,1,0 order This technique will help you understand the different aspects of each answer, and will make you understand each answer in relation to the question.

Q 5 3 1 0

1 A

2 B A

3 B A

4 C A

5 D A

6 A

7 A

8 A B D C


4. Ticks and Crosses Method

If an answer is large, break it down in to smaller sentences or bullet points. Relate that part of the answer or sentence to the question and ask is this answering what the question/ scenario wants. By using the ticks and crosses method, the answer with the most ticks and the least crosses is generally pointed towards the most correct answer.


5. Find the Power Words

Look for power words such as ALL NEVER ALWAYS and the like. Now think does ITIL agree with the statement, for example “the service desk should log ALL incidents” would be correct. Whereas “the service desk resolves ALL incidents” would be wrong, as other departments internally and externally can also resolve and incident, just not close it.


6. Review the Glossary

The concepts of the course are generally easy, however confusion can occur, when you are relating the terminology and processes directly with your workplace. Remember the exam is testing you on ITIL Best Practice not how you are working in your own environment.


7. Practice Tests

Practice makes perfect, or in this case practice helps you understand the test structures. Get your training provider to furnish you with as many practice tests as possible.When reviewing your answers right or wrong, look at the rational of why the exam author has stated what the answer should be and the wrong answers as such.If you disagree, get back in your books or speak to your instructor.


8. Business Focus

Think “form follows function”, for example if the business function requires improved time to market, the answer should be aligned to enabling the business to achieve that business outcome. Or another little statement I like to use "if there isn't a business why would we have an IT Dept". Focus on the business requirements.


9. Blooms Taxonomy

Understanding what the blooms level of questioning should help you understand what the question wants as an answer.


10. Traditional Exam Techniques

Traditional exam technique – Remember all the standard rules for taking exams at school, college or university? Including the longest answer is always correct or the answers that have the most similarities will be the top two?With ITIL Intermediate exam FORGET these techniques as whoever is on the authoring team has obviously been briefed not to align with these, and often has countered these.


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ITIL Intermediate Exam Tricks and Tips

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