4.2. Tackling ITIL Scenario Questions (Exam Technique and Practical Problem-Solving)

💡 First Principle: The ability to apply theoretical knowledge to a practical situation is the hallmark of competence; scenario questions test this by requiring you to deconstruct a problem and identify the most appropriate principle or practice.

Scenario: An exam question describes a situation where a team is building a new service but has not talked to the end-users. The question asks which guiding principle has been ignored. You must analyze the scenario (lack of communication with stakeholders) and map it to the core meaning of each principle to identify "Focus on value" or "Collaborate and promote visibility" as the most likely correct answers.

Scenario questions require you to apply your knowledge to a given situation. They test your understanding of how ITIL concepts work in practice.