ITIL 4.0 Foundations Exam Tips and Tricks TAMMY ZBOJNIEWICZ – STATE OF

ITIL 4.0 Foundations Exam Tips and Tricks TAMMY ZBOJNIEWICZ – STATE OF MICHIGAN, DTMB – CTO

Introduction ITIL 4.0 Foundations Exam Tips & Tricks Overview of ITIL Study Materials Tips & Tricks for Class and Exam Questions?

How did I get here? My introduction to ITIL Introduction Lunch and Learns COVID and Living Room Learning

What is ITIL? ITIL is a best practice framework for Service Management focused on end-to-end product and service management, from demand to value. ITIL is the leading IT service management framework in the industry and incorporates other leading frameworks: Agile Lean DevOps COBIT

ITIL Study Materials o o o o o o Service Value System 4 Dimensions of Service Management 6 Service Value Chain Activities 7 Guiding Principles 7 Steps for Continual Improvement 34 Practices and Service Value Chain NOTE: There are only 15 that are included on the test. o ITIL v4 Syllabus o ITIL Student Course Book

Service Value System

4 Dimensions of Service Management

6 Service Value Chain Activities

7 Guiding Principles

7 Steps of Continuous Improveme nt

34 Practices and Service Value Chain

Exam Tips & Tricks – For the Class Read information about ITIL 4 Foundations before you take the class. It will help you hit the ground running once the class begins. There are plenty of sources of interesting content on the web but at minimum I would read the Student Course book beforehand. There are great videos out there, we included some below we have shared with our staff. Surf around to find what works for you! o https://www.bing.com/videos/search?q free itil v4 training&&view detail&mid 8BD2027F52B3 602F75F58BD2027F52B3602F75F5&&FORM VDRVRV o https://youtu.be/O6X83bT5j40 Ask questions, lots of questions during class. Ask again if it’s still unclear. Understanding of the concepts will help you to answer the questions that could otherwise trip you up in the exam. You will need to demonstrate good understanding of the content, not just memorizing. Don’t worry if you don’t understand something right away. Sometimes the concept will sink in as the class progresses. Make lots of notes, especially on concepts you struggle with understanding at first. It will help you clarify your understanding and also mark areas you need to ask more questions on or study more. I recommend having highlighters and post-it notes to help with this. Using real world examples will help you relate the material. Don’t be afraid to ask how ITIL 4 relates to your workplace. The instructor is likely to use real world examples as well when going over the concepts, my instructor asked us for examples from our workplace during the class several times to relate it to the coursework. Taking the practice exams in the class will help you understand how the questions will be formatted. Make sure you read each question carefully, so you answer what is being asked. Make sure to go over any questions you got wrong in the class until you understand where you made your mistake. Personal note – I found the practice exams easier than the actual one I took so if you struggled with any questions even if you got them right, make sure to go over those in class as well as any you got wrong. Don’t be disheartened if you find the questions difficult in the practice exams. The questions are designed to challenge you and they target different levels of difficulty. You will have the chance to go over the practice exam questions you struggled with before the exam. Word of advice I’m sure you have heard before, be wary of changing answers during the exam, as your first choice is often right. You can mark any questions you would like to review or come back to but only change an answer if you are sure you made a mistake.

Exams Tips & Tricks – Exam Time There are 40 questions. 17 of them will be on the 7 most important practices, 5 for all 15 practices, 4 on the 7 guiding principles, 4 on definitions of the vocab, 3 on the inputs and outputs of the SVC, 2 on the 4 Dimension model, and 5 questions from all of the material. The student syllabus will detail this as well, it’s a good study guide for prepping for the exam. Always read the question thoroughly and watch out for words like “best”, “not”, “correct” or “incorrect”. They can be gamechangers, so don’t just fly over the question, re-read it at least twice if not more! Time management is important, but no need to rush. You got 60 minutes and an additional 15 minutes if you are non-native English speaker. You will have approximately 1 ½ minutes per question. Most people finish with plenty of time to spare and are able to review before submitting. AGAIN, be wary of changing answers unless you are certain you made a mistake. Go through the questions one time and answer the easy ones. Don’t waste time on the harder ones. Come back for those later. You can mark those questions to come back to. If you don’t know to right answer, try to rule out the wrong ones. Select an answer for EVERY QUESTION. Don’t leave anything unanswered. Even if you don’t know the correct one. You still have a 25% chance to have it right and are not penalized for it Don’t try to think of your personal or work experiences when answering the questions. This is exam is not about “how do we do it at our workplace”, but “how is it supposed to be done according to ITIL 4”.

Questions? If you would like more information or have questions afterwards, please feel free to reach out! Tammy Zbojniewicz [email protected]