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Questions in Class

Question: 

What is the difference between ITIL® and IT Service Management?

Answer: 

An ITIL® framework is a set of best practices for managing an IT infrastructure while IT Service Management combines the use of that framework with people, process, technology and information perspectives in order to deliver cost-effective and quality IT services that satisfy business needs.  ITIL® as a framework is the "what" in managing IT and IT Service Management is the "how" to leverage ITIL® to achieve IT and business alignment.

Question: 

How is the ITIL® Foundation exam structured, what is the pass mark and what is the global pass rate?

Answer: 

  • The ITIL® Foundation exam is objective in nature, which means you will be asked a question and expected to select one of the four available choices. One of the choices is the correct answer while the rest are incorrect.  There are 40 questions and, in order to pass the exam, you need to score at least 26 of them right, which equates to getting 65% of the answers correct. You have one hour to complete the exam.
  • According to the ITIL® official site, 90% of the delegates who write pass the Foundation exam, but this percentage varies slightly from region to region.

Question:

Why should I adopt ITIL® in my organisation and not one of the other Service Management frameworks?

Answer: 

Quite simply, ITIL® is the world’s most widely used IT Service Management Framework.  It is the most widely accepted approach to best practice service management in the world with the majority of the world's leading organizations using it. Celebrating 25 years of helping companies to benefit from

advancements in global best practice, ITIL® has become the choice of industry leaders worldwide - from small and medium sized enterprises to large corporations.

Question:

What are the most common mistakes that students make in the ITIL® Foundation exam?

Answer:

  • Answering based on experience.  As professionals you may have some processes in place but these may not be based on best practice and candidates often choose the answer that aligns with their organizations’ practices, rather than what ITIL® prescribes
  • Lack of preparation.  You only need to get 65% of the total marks to pass the exam, but that doesn’t mean you should skimp on studying. There is a lot to cover and you should study every night so the amount of work is not as overwhelming before the exam if you haven’t prepared.
  • Missing definitions.  Committing entire sentences to memory difficult, but the ITIL® Foundation exam requires exact definitions. Questions are taken directly from the textbook.
  • Rushed reading and not reading the full question.  It’s easy to misunderstand the question and end up selecting the wrong answer.  Don’t be in a hurry to answer the questions. 60 minutes to answer 40 questions is plenty. Read every question fully and carefully. Understand what the question asks of you, answer it without looking at the choices (if you can) and then select the right answer from the list.

Question:

How does the ITIL® qualification schema work and what is the best path for me?

Answer: 

The ITIL® Qualifications scheme provides a modular approach to the ITIL® framework, and is comprised of a series of qualifications focused on different aspects of ITIL® Best Practice, to various degrees of depth and detail.

These are the levels of qualifications within the scheme:

The modular, tiered structure of the qualification not only offers candidates the flexibility in relating to the different disciplines and areas of ITIL®, but generally makes ITIL® qualifications more accessible and achievable.

Visit the www.itil-officialsite.com for more information on the scheme structure: