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How to Answer the MCQs
 Answer first without looking at the
answers. If your answer is among them,
choose that one
 Look at the answers provided. If you can
justify, choose that
 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
 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”
 Funny responses are usually wrong
 Longest response is often the correct one,
as it takes more words to describe a
correct answer (caution)
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 First instinct is often correct. Don’t change
the answers unless you are sure that it is a
mistake
 Don’t need to worry about trick questions
 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
 Look for answers in other questions in the
same exam
 Don’t leave a question unanswered
 Take your time to check your work before
you hand in the answers or submit
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Process Review (110 Sample Exam Practice)

Service Support Service Delivery
 Service Desk  Service Level Management
- 16, 30, 33, 34, 35, 37, 43, 74, 85 - 55, 59, 61, 64, 75, 91, 94, 96, 101, 105, 110
 Incident Management  Availability Management
- 1, 3, 6, 11, 13, 15, 20, 24, 26, 29, 32, 41, 47, - 63, 76, 81, 91, 92, 97, 99, 106,
51, 62, 63, 71, 95,
 Capacity Management
 Problem Management
- 68, 87, 98, 100, 103, 107,
- 17, 39, 40, 46, 60, 66, 73,
 IT Service Continuity Management
 Change Management
- 57, 78, 89, 93,
- 4, 18, 19, 27, 42, 48, 49, 50, 53, 80, 82, 88,
 Financial Management
102,
- 56, 58, 69, 77, 79, 90, 108, 109,
 Configuration Management
- 2, 7, 8, 9, 10, 12, 28, 31, 45, 52, 86
 Miscellaneous
- 21, 25, 54, 65, 67, 72, 104,
 Release Management
- 5, 14, 22, 23, 36, 38, 44, 83, 84,

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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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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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