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ITILv3FoundationBRIDGESampleA_v3.1

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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

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®

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

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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:

......................................................

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®

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ITILv3FoundationBRIDGESampleA_v3.1

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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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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

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®

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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

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®

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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

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®

Portfolio:- APM Group Limited 2009

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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

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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