4.2.1 General Strategy for Scenario Questions
When faced with a scenario-based question, follow these steps to arrive at the best answer:
- Read the scenario and the question carefully. What is the core issue or question being posed? What are the key details of the situation?
- Identify the relevant ITIL concepts, principles, or practices at play in the scenario.
- 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?
- Eliminate incorrect or less effective options.
- Select the option that best fits the scenario and ITIL guidance – the one that represents the most appropriate ITIL-aligned action."