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4.2.1. General Strategy for Scenario Questions

šŸ’” First Principle: A systematic deconstruction of a problem into its core components, followed by a logical evaluation of potential solutions against established principles, is the most reliable path to the correct answer.

Scenario: You are presented with a scenario question. You first read the last sentence (the actual question) to frame your thinking. Then you read the scenario, highlighting keywords related to the question (e.g., "outage," "new request," "improvement idea"). You then evaluate each answer option against these keywords and your ITIL knowledge, systematically eliminating the incorrect choices.

When faced with a scenario-based question, follow these steps to arrive at the best answer:

  1. Read the scenario and the question carefully. What is the core issue or question being posed? What are the key details of the situation?
  2. Identify the relevant ITIL concepts, principles, or practices at play in the scenario.
  3. Evaluate each answer option. For each option, ask yourself:
    • Is this action consistent with ITIL principles (especially Focus on Value, Collaborate, Think Holistically)?
    • Does this action align with the purpose and key activities of the relevant practices?
    • Does this action effectively address the problem or situation described in the scenario?
  4. Eliminate incorrect or less effective options.
  5. Select the option that best fits the scenario and ITIL guidance ā€“ the one that represents the most appropriate ITIL-aligned action.

āš ļø Common Pitfall: Latching onto a keyword in the scenario and picking an answer with the same keyword without fully reading and understanding the context of the question and all the options.

Key Trade-Offs:
  • Quick Identification vs. Full Analysis: The trade-off is between quickly identifying what you think is the right answer and taking the time to systematically prove why the other three options are wrong. The latter approach is safer and leads to higher accuracy.

Reflection Question: How does rephrasing the question in your own words help you clarify what is being asked and avoid being misled by distractors in the answer options?