Today, Dr. ITIL is pleased to publish it's updated Exam Tips Article first published in March this year. We have added more tips and more links for further information on how to tackle the ITIL Managers (Masters) Exam.
To check out hints, tips and sample questions for the ITIL Foundation visit:-
As well as learn the essentials of each individual process, you will beed to understand the linkages and synergies of each process. You will gain extra marks - where relevant! - for simply describing this.
Some general tips:-
- Use ITIL terminology throughout - but use it correctly.
- Answer the question that's asked. NOT the one that you think is being asked. Just because you see the phrases "Problem Management" and "benefits" doesn't always mean that's the main thrust of the answer.
Next, read the context of each question three times and ensure that you get to answering it straight away. Examiners reports always make reference to the fact that a large number of students do not read the question properly.
- Avoid explaining what hasn't asked to be explained. Just because you know all there is to know about, say Change Management, is irrelevant when you have been asked to explain how Change is linked to config. Answer what's really being asked. Examiners regularly highlight poor writing style and 'waffle' as being distracting. So my advice would be to keep it clear, concise and simple. Go for the marks!
- If you have pre-start reading time - use this wisely. Immediately eliminate any questions that you will truly struggle with. Select your strongest 3/4 questions first and think through the structure of your answer carefully. Save 1/2 questions that you can get away with listing things for, say the benefits of Incident Management. Saving list type questions will help you 'bag' some late marks when time's running out.
More ITIL Specific tips:-
- Answer your questions in the ITIL way - not the way you necessarily do it in real life. The examiner does not know your organisation but (s)he DOES know the syllabus for the examinations.
- Learn the benefits and advantages of each process
- Learn the disadvantages/challenges of each process
- Learn how to implement all of the processes
- Learn those generic items that are pretty much standard whichever process you implement, there is a pattern
- Learn the interface points, the outputs of one process to the inputs of another. Learn how - when implemented together - they generate further benefits for the organisation
- Learn the "desired results" that organisations/management are looking to achieve with ITIL processes
- Leave some space in your answers where you can fill it in later with additional supporting points
- Leave yourself some time before the end of the exam to re-read your answers - but do it from an ITIL examiners perspective
- Know the boundaries of ITIL, where ITIL effectively ends and another (e.g. COBIT, Six Sigma) begins. You don't need to know the other process in ANY detail, but simply understanding how far you can take ITIL before you need to employ the methodologies of another process is beneficial.
Running out of Time?
If you find yourself running out of time, don't panic:-
- Select the answers that score the most points!
- Use bulleted lists for maximum coverage with minimum words
- Hand your rough notes in with your answers papers - but write some "labels" on them - highlighting to the examiner that you were planning to include these points for specific answers. You may tip the balance if the examiners is thinking about giving you the benefit of the doubt for an answer
If you're sitting your exams soon - May We Wish You The Very Best of Luck- but with solid preparation and taking on board these tips - you won't need it will you ?!
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