ITIL 4 Foundation Examination – Key to Success

As we know, everyone has to pass the ITIL 4 Foundation Examination to get the certificate.

The ITIL® Foundation Examination has a good success rate (passing percentage about 90%).

Any individual who can follow key tricks given below, will definitely succeed in the examination.

Key to Success:

There are four specific learning strategy and tricks that should be followed to succeed in the examination:

How to use the 4 tricks and overcome some hurdles?

Trick 1: Avoid overthinking - Memorise the high level concepts and do not analyse. ITIL® Examination includes concepts and definitions. This type of question need to be answered based on the ITIL materials.

Example Q1. What is an event?

  • Any change of state that has significance for the management of a service or other configuration item.
  • The addition, modification, or removal of anything that could have a direct or indirect effect on services.
  • An unplanned interruption to a service or reduction in the quality of a service.
  • Cause of one or more incidents.

The answer is A. Three options of the answers are related to events, but only B is the correct of an event.

Trick 2: More number of Choices – Choose the best answer from the option ITIL® Examination includes 2 or more options that may be right. The answers will include various combinations for the given options usually with 4 options and 4 combinations. This type of question needs to be answered by selecting the right combinations.

Example Q 2. Which of the following functions are performed by the process manager?

1. Monitoring and reporting on process performance

2. Appointment people to required roles

3. Identifying improved opportunities

  • 1 and 3
  • 1 and 2
  • 2 and 3
  • All of the above

The answer is D. Three options of the answers are related to functions performed by the process manager, but process manager performs all functions.

Trick 3: List in Correct Order – Learn about acronyms ITIL® Examination includes questions that are presented in a particular sequence or denoted by an acronym. This type of questions need to be answered by identifying the correct sequence.

Example Q 3: Identify the correct sequence within the continual improvement model.

  • Where are we now? Where do we want to be? Did we get there?
  • Where do we want to be? Take action. Did we get there?
  • What is the vision? Where do we want to be? Did we get there?
  • How do we get there? Take action. Did we get there?

The answer is D. It lists steps 4, 5 and 6 of the continual improvement model in the correct sequence.

Trick 4: Reading carefully – Speed up reading each question ITIL® Examination includes questions that provide word to word definitions, while others include slight differences. In some situations, there may be two possible answers that are equal. This type of question needs to read the answers to know the difference between the two answers and select the right option.

Example Q 4 : The best definition of an event is:

  • An occurrence where a performance threshold has been surpassed and an agreed Service Level has already been impacted.
  • An occurrence that is significant for the management of configuration items or delivery of services.
  • A well-known system defect that generates multiple incident reports.
  • A well planned meeting where the customers and the IT staff need to announce a new service or improvement program.

The answer is B. Three options of the answers are related to Service Level Management. C options is a known error and guided by Problem Management. D option is the part of the Release and Deployment Management.

Example Type 2: List the correct items:

Which of the following are problem control activities? 1. Performing trend analysis of incident records 2. Pre-assessing the status of known errors that have not been resolved 3. Prioritizing problems for analysis based on the risk 4. Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly

  • 1 and 2
  • 1 and 3
  • 2 and 3
  • 3 and 4

Answer: 3 and 4

Example Type 3: Missing Type:

_____________ITIL concept describes governance.

  • The seven guiding principles
  • The four dimensions of service management
  • The service value chain
  • The service value system

Answer: The service value system

Example Type 4: Negative Standard:

Which of the following is NOT an activity of supplier management?

  • Contract negotiation and agreement.
  • To deliver and manage IT services at agreed levels to business users.
  • Service operation.
  • To ensure service levels are met and breaches of agreements are avoided.

Answer: Contract negotiation and agreement.