Itil Exam Prep V2-0

IBM Global Services

How to Answer the MCQs  Answer first without looking at the answers. If your answer is among them, choose that one

 First instinct is often correct. Don’t change the answers unless you are sure that it is a mistake

 Look at the answers provided. If you can justify, choose that

 Don’t need to worry about trick questions

 If more than 1 answer seem correct, try the elimination method, i.e., cross out those that are definitely incorrect.  If you don’t know, select the more correct than the other

 Watch the meaning of the sentences containing double negatives. Cross out both negatives and answer the question  Rephrase the question so that you can understand  Highlight the key words

 Responses that use absolute words, such as “always” or “never” are less likely to be correct than those that use conditional words like “usually” or “probably”

 Look for answers in other questions in the same exam

 Funny responses are usually wrong

 Take your time to check your work before you hand in the answers or submit

 Longest response is often the correct one, as it takes more words to describe a correct answer (caution) | Confidential |

 Don’t leave a question unanswered

© Copyright IBM Corporation 2003, 2004, 2005

IBM Global Services

Process Review (110 Sample Exam Practice) Service Support

Service Delivery

 Service Desk

 Service Level Management

- 16, 30, 33, 34, 35, 37, 43, 74, 85

 Incident Management - 1, 3, 6, 11, 13, 15, 20, 24, 26, 29, 32, 41, 47, 51, 62, 63, 71, 95,

 Problem Management - 17, 39, 40, 46, 60, 66, 73,

 Change Management - 4, 18, 19, 27, 42, 48, 49, 50, 53, 80, 82, 88, 102,

 Configuration Management - 2, 7, 8, 9, 10, 12, 28, 31, 45, 52, 86

 Release Management

- 55, 59, 61, 64, 75, 91, 94, 96, 101, 105, 110

 Availability Management - 63, 76, 81, 91, 92, 97, 99, 106,

 Capacity Management - 68, 87, 98, 100, 103, 107,

 IT Service Continuity Management - 57, 78, 89, 93,

 Financial Management - 56, 58, 69, 77, 79, 90, 108, 109,

 Miscellaneous - 21, 25, 54, 65, 67, 72, 104,

- 5, 14, 22, 23, 36, 38, 44, 83, 84,

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© Copyright IBM Corporation 2003, 2004, 2005

IBM Global Services

Exam Practices  Practice #01 (40 questions) – 2001 exam practice  Practice #02 (40 questions) ** to be done on third day  Practice #03 (30 questions) ** to be done on third day  Practice #04 (110 questions)  Practice #05 (65 questions, based on e-Learning)  Exam Simulation Practice #06 (40 questions, based on e-Learning)

ITIL Practice 2001 ITIL Practice (40Q) ITIL Practice (30Q)

ITIL Practice (110Q)

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© Copyright IBM Corporation 2003, 2004, 2005

IBM Global Services

Revision Notes – ITIL Flash Cards  Attached is a WORD doc that contains the key concepts and terms used in ITIL. Hope that it is useful for your revision ITIL F Revision

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© Copyright IBM Corporation 2003, 2004, 2005