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9.3.3 Examination Day Chapter 9 ■ ITIL Foundation Exam Tips and Tricks D-day brings in plenty of permutations: what ifs rule and the succeeding thoughts blur the machinations of ITIL that you have ingested over the past week or so. So, it is my rule of thumb to get plenty of sleep the night before, and then on the exam day, I don’t review the material, and will probably watch a movie or a TV show to keep my mind off the clutter. But there is a lot more to the examination day, here they are: 1. I would try and schedule the exam in the first half of the day, when you are fresh and energetic. 2. It is important for you to know that the ITIL Foundation exam does not pose trick questions, where questions are twisted in a way to confuse candidates. The questions are straightforward as they are trying to test your awareness of ITIL concepts. 3. The ITIL Foundation exam is a test of the awareness of the concepts. The trickiest questions that you will encounter are those with negative connotations: Which of these is NOT a . . . ? 4. Read the question, fully, completely, and accurately. Understand what is being asked. Check and double check whether the question is in a negative connotation. After you understand the question, look at the answer choices. 5. You have 60 minutes to complete 40 questions. That’s 1.5 minutes for every question, which is plenty of time in my opinion. Around half the questions on the exam would be straightforward, which can help you move on within half a minute. And there are some (in minority) that will make you think. Take time where you need it. 6. There will be some questions that you may not be confident of and need some time to think over. In such a scenario, leave the question unanswered and move ahead. Take on the easy and simple ones first, and then go back to the tougher ones. 7. There are no negative markings, a wrong answer doesn’t end up deducting marks from the overall score. So you should at least attempt to answer all the questions. 8. Important one! If you are already working in an ITIL environment, students often answer ITIL Foundation examination based on their work experience rather than what they have studied in this book. Never make that mistake. What your organization has implemented may be a flavor of ITIL, with plenty of customizations. And what is offered in this book is pure ITIL, verbatim. So unlearn what you do at work and learn the ITIL concepts. Only use these concepts on the exam. 237
Chapter 9 ■ ITIL Foundation Exam Tips and Tricks 9. There is a simple way to spot the right answer. After you have read and understood the question, go through the four possible answers. Instead of picking the right answer, eliminate the incorrect ones first. Out of the four, two generally look highly unlikely. Then you are left with two possible answers to choose from, and this should be a cakewalk if you have read and understood the concepts as explained in this book. 10. A friend of mine believes that he gets the answer based on his first instinct. So he normally does not change his answer once he gets that feeling. He is an extraordinarily smart person, so for him, his first instinct is mostly the right direction. But I would not suggest that you take this approach too. When you read and reread the question and possible answers, you will start to frame the context, the interfaces, and the possible answers in your mind. This will help you come up with the right answer. 11. If you are working on a paper-based exam, be sure to darken the circles on the Optical Mark Reader (OMR) sheet completely. Since the answer papers are machine fed, you may end up losing out on half-shaded answers. 9.4 BONUS: FAQs on ITIL-Based Careers On my blog and on my YouTube channel, many IT professionals, experiences ranging from debuts to those with ten years of experience, often ask me questions related to ITIL-based careers. Though hundreds of queries have come my way, the nature and the direction of the queries are similar. In this section, I will provide a list of frequently asked questions (FAQ) regarding careers in ITIL and answer them. 9.4.1 How Different Is ITIL from Project Management? ITIL is a framework for service management. The activities that are performed as part of service management are generally perpetual, meaning that you will not have a definite end date. Project management, on the other hand, is finite. It has definite start and end dates. The project ceases to exist after it has ended, and then you generally move on to another project. To summarize, ITIL and project management are on different hemispheres. However, they do interface when you run service management projects such as upgrading the datacenter, optimization of a database, and decommissioning of mainframe computers. 238
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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