During my last ITIL® Foundation program that I took with 20 participants, great discussion occurred re the format and style of questions that APMG asks in their foundation exams.  What came out of this is high levels of frustration about the actual grammar and semantics of the questions.


So, today, I thought that I would 5 tips about how to read and interpret the APMG ITIL® Foundation questions, based on my experience with these.


1 – Plural schmural….  – Ignore the singular or plural use of words.  Because the answer selections may contain answers which has 1 answer (eg Service Strategy), or more than 1 (eg SS,SD, ST).  so to maintain ambiguity so as not to “give the answer away” they will mix and match the singular/plural……


2 – 1,2,3,4….a,b,c,d… – More and more questions are appearing in the mock exams which seem to have the structure of consider the following (4) statements. Which are relevant/correct for the question.  And response will be for example – a) -1, b) 1,2,4 c)all the above …and so on.  The strategy to answering these is to look at each statement, tick if you agree, x if you don’t.   Then match your selections to the answer.


3 – “Primary” – APMG likes to use this word.  This word I implies  that the answer will be just “one” process, phase, whatever.  It is unlikely that primary means that more than 1 process, phase will do “it”.


4 – “All…every”  –  these 2 words seems to trip my participants more than any other.  If you see a response/question which contains either of these 2 words, you need to consider these to apply to….ALL/EVERY possible scenario, and not just those related to the question.  Eg –  availability management is responsible for ALL targets in SLA… NO – because there are many more  targets in an SLA than just availability targets… be careful!



5 – Correct vs more Correct…. – APMG likes to use the “which is correct” type questions.   When you see these, it is likely that there will be more than 1 answer that is correct… you need to choose the “more/most correct”.  Look for the “all-encompassing” answer.  When you get down to 2 possible response, try and identify which contains more, or conversely which might only be “part” right (might be activities of that process, but not all encompassing).


 If you are keen to practise exam questions as well as complete your ITIL Foundation course,  go to the eLearning Plus program


Good luck with your exams.


Till next time Cheers from the ITIL® Australia Team at The Art of Service

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