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®
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ITILv3FoundationBRIDGESampleA_v3.1
Version 3.1 (Live)
Owner – Chief Examiner
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Document Details
Document Name
ITILv3FoundationBRIDGESampleA_v3.1
Purpose of Document
To help candidates prepare for the ITIL
®
v.3 Foundation Bridge
Examination based on the Foundation Bridge syllabus version 4
Document Version Number
3.1
Document Status
Live
Document Owner
Chief Examiner
Prepared By
ITIL
®
v.3 Examination Panel
Date of First Draft
19 January 2009
Date Approved
24 March 2009
Approved By
Chief Examiner
Next Scheduled Review Date
Version History
Version Number
Date Approved
Change/Reasons for Change/Comments
3.0
19 January 2009
New Document
3.1
24 March 2009
Questions 2 and 6 replaced
Distribution List
Version Name
Title/Company
3.0 All
ITIL
®
EIs and ATOs
3.1 All
ITIL
®
EIs and ATOs
© Official Accreditor of the OGC ITIL
®
Portfolio:- APM Group Limited 2009
This document is not to be re-produced or re-sold without express permission from The APM Group
ITILv3FoundationBRIDGESampleA_v3.1
Version 3.1 (Live)
Owner – Chief Examiner
Page 1
The ITIL
®
v.3. Foundation Bridge Examination
ITIL
®
v. 3 Foundation Bridge Examination:
Sample Paper A, version 3.1
Multiple Choice
Instructions
1.
All 20 questions should be attempted.
2.
There are no trick questions.
3.
All answers are to be marked on the original examination paper.
4.
Please use a pen to mark your answers with either a 9 or x .
5.
You have 30 minutes to complete this paper.
6.
You must get 13 or more correct to pass.
Candidate Number:
......................................................
© Official Accreditor of the OGC ITIL
®
Portfolio:- APM Group Limited 2009
This document is not to be re-produced or re-sold without express permission from The APM Group
ITILv3FoundationBRIDGESampleA_v3.1
Version 3.1 (Live)
Owner – Chief Examiner
Page 2
1
Operations Control refers to?
a)
The managers of the Technical and Applications Management functions
b)
Overseeing the execution and monitoring of operational activities and events
c)
The tools used to monitor and display the status of the IT Infrastructure and
Applications
d)
The situation where the Service Desk is required to monitor the status of the
infrastructure when Operators are not available
2
Which of the following statements are correct?
1. Problem Management can support the Service Desk by providing Known Errors
to speed up incident resolution
2. Problem Management provides information to Service Level Management about
the impact of changes
a) 1
only
b) 2
only
c)
Both of the Above
d)
Neither of the Above
3
Functions are BEST described as?
a)
A body of knowledge
b)
Closed loop systems
c)
Self-Contained units of organizations
d)
Projects focusing on transformation
4
Which of the following is NOT defined as a main metric type by Continual Service
Improvement (CSI)?
a) Process
Metrics
b) Service
Metrics
c) Personnel
Metrics
d) Technology
Metrics
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®
Portfolio:- APM Group Limited 2009
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ITILv3FoundationBRIDGESampleA_v3.1
Version 3.1 (Live)
Owner – Chief Examiner
Page 3
5
The Service Design Package should detail all aspects of the service and its
requirements through subsequent stages of its lifecycle.
Which of the following are valid elements?
1. Agreed and documented Business Requirements
2. A service definition for operations
3. Requirements for new or changed processes
4. Metrics to measure the service
a) 1
only
b)
2 and 3 only
c)
1, 2 and 4 only
d)
All of the above
6
Which of the following statements about a standard change is INCORRECT?
a)
A standard change is one for which the approach is pre-authorized by Change
Management
b)
Each standard change is granted by the nominated authority for that change
c)
Standard changes are usually low risk and well understood
d)
Standard changes are only raised using the Request Fulfilment process
7
In which core publication can you find detailed descriptions of Demand Management
and Financial Management?
a) Service
Operation
b) Service
Strategy
c) Service
Transition
d)
Continual Service Improvement
8
Which of the following should a Service Catalogue contain?
a)
The version information of all software
b)
The organizational structure of the company
c) Asset
information
d)
Details of all operational services
© Official Accreditor of the OGC ITIL
®
Portfolio:- APM Group Limited 2009
This document is not to be re-produced or re-sold without express permission from The APM Group
ITILv3FoundationBRIDGESampleA_v3.1
Version 3.1 (Live)
Owner – Chief Examiner
Page 4
9
Which of the following statements is CORRECT for all IT services?
a)
They deliver resources and capabilities to customers
b)
They deliver costs and risks to customers
c)
They deliver business solutions to customers
d)
They deliver value to customers
10 Which of the following statements are CORRECT?
1. Service Transition provides guidance on moving new and changed services into
production
2. Service Transition provides guidance on testing
3. Service Transition provides guidance on the transfer of services to or from an
external service provider
a)
1 and 2 only
b) 1
only
c)
All of the above
d)
1 and 3 only
11 Which statement about the relationship between the Configuration Management
System (CMS) and the Service Knowledge Management System (SKMS) is
CORRECT?
a)
The SKMS is part of the CMS
b)
The CMS forms part of the SKMS
c)
The CMS and SKMS are the same thing
d)
There is no relationship between the CMS and the SKMS
12 Which of the following statements about Supplier Management is INCORRECT?
a)
Supplier Management negotiates Operational Level Agreements (OLAs) with
internal groups to support the delivery of services
b)
Supplier Management ensures that suppliers meet business expectations
c)
Supplier Management maintains information in a Supplier and Contract
Database
d)
Supplier Management negotiates external agreements to support the delivery
of services
© Official Accreditor of the OGC ITIL
®
Portfolio:- APM Group Limited 2009
This document is not to be re-produced or re-sold without express permission from The APM Group
ITILv3FoundationBRIDGESampleA_v3.1
Version 3.1 (Live)
Owner – Chief Examiner
Page 5
13 Which of the following is NOT an objective of Service Operation?
a)
Thorough testing to ensure that services are designed to meet business needs
b)
To deliver and manage IT services
c)
To manage the technology used to deliver services
d)
To monitor the performance of technology and processes
14 Which of the following BEST describes the purpose of Event Management?
a)
The ability to detect events, make sense of them and determine the
appropriate control action
b)
The ability to implement monitoring tools
c)
The ability to monitor and control the activities of technical staff
d)
The ability to report on the successful delivery of services by checking the
uptime of infrastructure devices
15 A Process Owner is responsible for which of the following?
a)
Purchasing tools to support the process
b)
Ensuring that targets specified in a Service Level Agreement (SLA) are met
c)
Carrying out activities defined in the process
d)
Ensuring that the process is performed as documented
16 Which statement about Value Creation through services is CORRECT?
a)
The customer's perception of the service is an important factor in Value
Creation
b)
The value of a service can only ever be measured in financial terms
c)
Delivering customer outcomes is unimportant in the value of a service
d)
Service provider preferences drive the value perception of a service
© Official Accreditor of the OGC ITIL
®
Portfolio:- APM Group Limited 2009
This document is not to be re-produced or re-sold without express permission from The APM Group
ITILv3FoundationBRIDGESampleA_v3.1
Version 3.1 (Live)
Owner – Chief Examiner
Page 6
17 Which of the following is an objective of Continual Service Improvement?
1. To improve process efficiency and effectiveness
2. To improve services
3. To improve all phases of the Service Lifecycle except Service Strategy
4. To improve standards such as ISO/IEC 20000
a)
1 and 2 only
b) 2
only
c)
1, 2 and 3 only
d)
All of the above
18 Which of the following is a MAJOR activity of Demand Management?
a)
Increasing customer value
b)
Understanding patterns of business activity
c)
Increasing the value of IT
d)
Aligning the business with IT cost
19 The Information Security Policy should be available to which groups of people?
a)
Senior Business Managers and all IT staff
b)
Senior Business Managers, IT Executives and the Security Manager
c)
All Customers, Users and IT staff
d)
Information Security Management staff only
20 Defining
the
functional
requirements for a new service is part of:
a)
Service Operation: Application Management
b)
Service Strategy: Service Portfolio Management
c)
Service Design: Design the technology architecture
d)
Service Design: Design the service solutions
ITIL
®
v.3 Foundation Bridge Examination: Sample Paper A
ANSWER SHEET
© The OGC’s Official Accreditor of the ITIL Portfolio – The APM Group Ltd 2009
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
ITILv3FoundationBridgeSampleA_ANSWERS_v3.1
Version 3.1 (Live)
Owner – Chief Examiner
Page 1
Answer Key for Exam Paper: ITILv3FoundationBRIDGESampleA_v3.1
Q A Syllabus
Ref
1
B 06-02
2
A 05-72B
3
C 01-04
4
C 04-10
5
D 03-14
6
D 05-51B
7
B 05-22
8
D 05-41
9
D 01-02
10
C 02-06
11
B 03-16
12
A 05-44
13
A 02-08
14
A 05-81
15
D 07-01
16
A 04-02
17
A 02-10
18
B 05-21
19
C 05-43
20
D 04-04
Document Outline