What’s the best way to prepare for your ITIL Foundation exam?
Obviously we’d say it’s to take the ITIL Foundation course with Fox IT first! At least – take the course with an Approved Training Organization (ATO) as exam practice and guidance are included. However, here are some tips in case you are resitting the ITIL foundation exam or there has been a big gap between the training and the impending challenge.
The ITIL Foundation Exam Format
The ITIL Foundation Exam is always 40 single-answer multiple choice. That is, the answer to each and every question is A, B, C or D. However, the style of questions vary…
ITIL Foundation Example Exam Questions – A question of style
There are several styles of Foundation question:
- 1. Single-statement positive question, such as “Which of these is a problem?“
- a. The effect of a disruption to the network
- b. The cost of the disruption to the network
- c. The cause of the disruption to the network
- d. The length of the disruption to the network
As the definition of a problem in ITIL is “the underlying cause of one or more incidents” C is the best answer of the options available here. A sounds more like an incident than a problem, and B and D are factors in the impact of the incident, but only C talks about the underlying cause.
- 2. Single-statement negative question, such as “Which of these is NOT a key concept in availability management?”
- a. The availability of the service
- b. The maintainability of the service
- c. The reliability of the service
- d. The integrity of the service
Availability management describes availability as a percentage calculation relating to how much of the agreed service hours the service is actually available; reliability as the number of (or mean time between) failures; maintainability as the average time taken to restore a service (or component) then the answer is D. Although we might have a notion about what ‘integrity of service’ might mean, integrity (together with confidentiality and availability) are concepts relating to information security.
- 3. Multiple-statement question, such as “Which of these is a type of change as defined in ITIL?”
- 1 – standard change
- 2 – normal change
- 3 – urgent change
- a. 1 only
- b. 2 and 3 only
- c. 1 and 2 only
- d. All of the above
In the change management process, the three main types are: standard, normal and emergency, so answer C is the only fully correct answer. Urgent used to be a change type in a previous version of ITIL, but not anymore.
- 4. Single-statement comparative question, such as “Which of these is best definition of a problem?”
- a. The cause of the disruption to the network
- b. A group of related incidents
- c. The underlying cause of two or more incidents
- d. The underlying cause of one or more incidents
Although A was the best answer to question 1, it is NOT the best answer here. As the definition of a problem in ITIL is “the underlying cause of one or more incidents” D is the best answer as it exactly matches the definition. A is an example of a problem, but not the general definition – there will be many problems not affecting the network. B and C sound reasonable but are not close enough.
Hints And Tips
Read the full question: what style of question is it? Which process or concept is it referring to?
Read the question again: just to make sure.
Read all the answers: especially for a comparative question, A might be a reasonable answer, but D might be better.
Eliminate answers: like in a popular gameshow, you might be able to rule out two answers, narrowing your selection to a 50-50.
However, you can’t phone a friend and don’t ask the audience.
Answer every question, even if you have to guess: there are no marks deducted for a wrong answer, so don’t leave any question blank.
Only one answer per question! Don’t put A and B, or you will get no marks for that question.
Review once: to make sure you have read the right question, and put the answer you meant to on the correct row. Sometimes you get a clue to one question from something in another question, but this is fairly rare in my experience.
Then leave it: There is no point in changing from A to B to A to B. Usually it is better to stick with the answer you first selected, unless you realise you read the question wrongly.