Sample exam ITV23FB Englsih B based on syllabus 4 valid from May 2009 0409.pdf

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ITILv3FoundationBRIDGESampleB_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

Question 1 replaced

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All ITIL ® EIs and ATOs

3.1

All ITIL ® EIs and ATOs

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ITILv3FoundationBRIDGESampleB_v3.1

Version 3.1 (Live)

Owner – Chief Examiner

The ITIL ® v.3. Foundation Bridge Examination

ITIL ® v. 3 Foundation Bridge Examination:

Sample Paper B, 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

ITILv3FoundationBRIDGESampleB_v3.1

Version 3.1 (Live)

Owner – Chief Examiner

Page 1

1 Which process is responsible for recording relationships between service

components?

a) Service Level Management

b) Service Portfolio Management

c) Service Asset and Configuration Management

d) Incident Management

2 Where within the Service Lifecycle would it be decided what services we should be

offering and to whom they will be offered?

a) Continual Service Improvement

b) Service Operation

c) Service Design

d) Service Strategy

3 "Warranty of a service" means?

a) The service is fit for purpose

b) There will be no failures in applications and infrastructure associated with the

service

c) All service-related problems are fixed free of charge for a certain period of time

d) Customers are assured of certain levels of availability, capacity, continuity and

security

4 What is described by the following statement? "Maintains relationships between all

service components and any related incidents, problems, known errors, change and

release documentation"

a) The Capacity Plan

b) The Definitive Media Library

c) The Configuration Management System

d) A Service Level Agreement

This document is not to be re-produced or re-sold without express permission from The APM Group

ITILv3FoundationBRIDGESampleB_v3.1

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5 Which are the missing Service Operation processes from the following?

1. Incident Management

2. Problem Management

3. Access Management

4. ?

5. ?

a) Event Management and Request Fulfilment

b) Event Management and Service Desk

c) Facilities Management and Event Management

d) Change Management and Service Level Management

6 The BEST definition of an event is?

a) An occurrence where a performance threshold has been exceeded and an

agreed service level has already been impacted

b) An occurrence that is significant for the management of the IT Infrastructure or

delivery of services

c) A known system defect that generates multiple incident reports

d) A planned meeting of customers and IT staff to announce a new service or

improvement programme

7 Which Service Lifecycle phase is responsible for ensuring that existing measurement

methods can provide the required metrics for new or changed services?

a) Service Design

b) Service Operation

c) Continual Service Improvement

d) Service Delivery

8 Which of the following statements is CORRECT for ALL processes?

a) They define activities, roles, responsibilities, functions and metrics

b) They create value for stakeholders

c) They are carried out by a Service Provider in support of a Customer

d) They are units of organizations responsible for specific outcomes

This document is not to be re-produced or re-sold without express permission from The APM Group

ITILv3FoundationBRIDGESampleB_v3.1

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Page 3

9 Which of the following statements is CORRECT?

1. Continual Service Improvement (CSI) provides guidance on how to improve

process efficiency and effectiveness

2. CSI provides guidance on how to improve services

3. CSI provides guidance on the improvement of all phases of the Service Lifecycle

4. CSI provides guidance on the measurement of processes and services

a) 1 and 2 only

b) 2 only

c) 1, 2 and 3 only

d) All of the above

10 Which of the following statements about a Change process model is CORRECT?

a) A Change process model should not be used for emergency changes

b) A Change process model should be constructed when a significant change is

required

c) A Change process model predefines steps that should be taken to handle a

Change in an agreed way

d) Escalation procedures are outside the scope of a Change process model

11 Which of the following statements is CORRECT about patterns of demand generated

by the customer's business?

a) They are driven by patterns of business activity

b) It is impossible to predict how they behave

c) It is impossible to influence demand patterns

d) They are driven by the delivery schedule generated by Capacity Management

This document is not to be re-produced or re-sold without express permission from The APM Group

ITILv3FoundationBRIDGESampleB_v3.1

Version 3.1 (Live)

Owner – Chief Examiner

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