Home > Articles > Other IT Certifications > ITIL

Ten Tips for Passing the ITIL V3 Foundation Exam

Nervous about taking the ITIL V3 Foundation Exam? Whether you’ve taken an ITIL class or chosen the self-study route, try these tips and tricks from Certified ITIL Expert Jill Knapp, author of ITIL V 3 Foundation Exam Video Mentor, to boost your confidence as well as your score.
Like this article? We recommend

Like this article? We recommend

Because I'm a Certified ITIL Expert and Accredited ITIL Trainer, students and fellow IT geeks always ask me for tips and tricks for passing the ITIL V3 Foundation Exam. Perhaps you're still fuzzy on some concepts, or maybe you have some test anxiety. Check out my top suggestions to prepare yourself for the exam and pass with flying colors.

Tip 1: Practice Makes Perfect

Take at least one of the official sample exams (also known as sample papers) from APMG, and then read the Answer Rationales. If you've taken a class through an Accredited Training Provider, you should have been given at least one sample exam. If you've decided on the self-study route, you can download one sample exam from APMG's official ITIL site.

Every official sample exam from APMG comes with an answer key and a list of the Answer Rationales; however, some training providers neglect to provide the Answer Rationales for their students. The Answer Rationales are very handy, because they explain these important details:

  • Why each answer on the sample exam is correct
  • Where in the Core ITIL Publications you can find the answer
  • Which section(s) of the exam syllabus are being tested with that particular question

Study the sample questions and the Answer Rationales so you can understand how you're expected to approach each question.

Tip 2: Read Carefully

When taking the exam (or the sample exams, for that matter), slow down and read each question and all possible answers carefully. It's very easy to miss a question if you skimmed it instead of taking the time to read it thoroughly.

You also need to read the wording of each question very carefully. I can't begin to tell you how many students miss questions because of one or two missed—or imagined!—words. For example, some questions are phrased as negatives: "Which of the following is not a subprocess of Capacity Management?" If you miss the word not in that question, you could very well get the answer wrong.

If you're taking a paper-based exam, it's helpful to circle important words as you first read the question, just to make sure that you understand what's being asked.

If you're taking a computer-based exam, that's all the more reason to slow down and read extra carefully, since the test-taking software doesn't allow you to jot down notes.

Tip 3: Think ITIL, Not Your Organization

Give the ITIL-based answer, not the answer that best fits how your organization operates. You're being tested on how well you understand the ITIL processes, functions, tools, roles, and general concepts as presented in the five ITIL books—you're not being tested on what your company does.

Tip 4: Know Your Keywords

Certain ITIL concepts have keywords loosely associated with them. Learning these keywords can point you in the right direction when taking the exam, and in your own practice, too:

  • Does the question sound like marketing lingo? ("How do we create value for our customers?" "Why should a customer buy our services?") Is it talking about setting policies and objectives, or other "big picture" ideas? If so, it's related to Service Strategy.
  • When you see the word negotiate, think of the Service Level Management process. The Service Level Manager (or the Service Level Management process) negotiates all of the following:
    • Service Level Agreements (SLAs).
    • Operational Level Agreements (OLAs).
    • Underpinning Contracts (UCs). Of course, UCs may also be negotiated by the Supplier Manager.
  • When you see phrasing like fairness and transparency, think Governance.
  • When you see the word relationship, think of the Service Asset and Configuration Management (SACM) process, or the SACM-related tools that record and manage those relationships:
    • Configuration Management Database (CMDB). Records relationships between Configuration Items (CIs), assets, infrastructure, and services.
    • Configuration Management System (CMS). Records relationships between different types of data, such as incidents, problems, CIs, services, changes, known errors, documentation, and so on.
  • If a question mentions data centers, this usually points to the function known as Facilities Management, since that team is typically responsible for managing data centers, as well as the HVAC systems inside to keep them cool, the backup generators, cabling, raised flooring, etc.
  • The phrase self-contained unit is often used when defining the word function.
  • The phrases pre-authorized or pre-approved should make you think of a Standard Change.
  • The phrase pre-defined approach is often used to describe models: incident models, change models, request models, or problem models.

Tip 5: Avoid Legalese and Use Measurable Targets

Your SLAs should never contain legalese. SLAs that are written in complicated legalese won't be read, which means that they won't be followed. SLAs should be written in clear, concise, simple language—but they should also be complete. Leave no ambiguity or wiggle-room in your SLAs.

All targets in your SLAs, OLAs, and UCs should be measurable. If your targets aren't measurable, you'll have no way to prove whether an SLA target has been met. This leads to arguments, nasty-grams, and a general mistrust between IT and the business.

Pearson IT Certification Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from Pearson IT Certification and its family of brands. I can unsubscribe at any time.

Overview


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about Pearson IT Certification products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information


To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.

Surveys

Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites; develop new products and services; conduct educational research; and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.

Newsletters

If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information


Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.

Security


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children


This site is not directed to children under the age of 13.

Marketing


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information


If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.

Choice/Opt-out


Users can always make an informed choice as to whether they should proceed with certain services offered by Adobe Press. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.pearsonitcertification.com/u.aspx.

Sale of Personal Information


Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents


California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure


Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.

Links


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact


Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice


We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020