Sample exam ITV23FB English A based on syllabus 4 valid from May 2009 0409.pdf

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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

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Name

Title/Company

3.0

All ITIL ® EIs and ATOs

3.1

All ITIL ® EIs and ATOs

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ITILv3FoundationBRIDGESampleA_v3.1

Version 3.1 (Live)

Owner – Chief Examiner

The ITIL ® v.3. Foundation Bridge Examination

ITIL ® v. 3 Foundation Bridge Examination:

Sample Paper A, version 3.1

Multiple Choice

Instructions

All 20 questions should be attempted.

There are no trick questions.

All answers are to be marked on the original examination paper.

Please use a pen to mark your answers with either a 9 or x .

You have 30 minutes to complete this paper.

You must get 13 or more correct to pass.

Candidate Number: ......................................................

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

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

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

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

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)

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Page 3

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

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

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