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Document Details
Document Name 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
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
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries
The Swirl logo"! is a Trade Mark of the Office of Government Commerce
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
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 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
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
© 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
ITILv3FoundationBRIDGESampleB_v3.1
Version 3.1 (Live) Owner Chief Examiner
Page 2
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
© 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
ITILv3FoundationBRIDGESampleB_v3.1
Version 3.1 (Live) Owner Chief Examiner
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
© 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
ITILv3FoundationBRIDGESampleB_v3.1
Version 3.1 (Live) Owner Chief Examiner
Page 4
12 Which statements about Key Performance Indicators (KPIs) and Metrics are
CORRECT?
1. Service metrics measure the end-to-end service
2. KPIs should relate to a Critical Success Factor
3. Continual Service Improvement (CSI) uses process metrics to identify
improvement opportunities
4. KPIs can be both qualitative and quantitative
a) 1 only
b) 2 and 3 only
c) 1, 2 and 4 only
d) All of the Above
13 Which is the first activity of the Continual Service Improvement (CSI) model?
a) Understand the business objectives
b) Carry out a baseline assessment to understand the current situation
c) Agree on priorities for improvement
d) Create and verify a plan
14 Which phase of the Service Lifecycle provides a framework for evaluating service
capability and risk profile before a service is deployed?
a) Service Strategy
b) Service Design
c) Service Transition
d) Service Operation
15 Which of the following statements about processes is CORRECT?
1. All processes must have an owner
2. A process takes one or more inputs and turns them into defined outputs
a) 1 only
b) 2 only
c) Both of the above
d) Neither of the above
© 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
ITILv3FoundationBRIDGESampleB_v3.1
Version 3.1 (Live) Owner Chief Examiner
Page 5
16 Which of the following sentences BEST describes a Standard Change?
a) A Change to the service provider's established policies and guidelines
b) A Change that correctly follows the required Change process
c) A pre-authorized Change that has an accepted and established procedure
d) A Change that is made as the result of an audit
17 Facilities Management refers to?
a) The Management of IT services that are viewed as "utilities", such as printers
or network access
b) Advice and guidance to IT Operations on methodology and tools for managing
IT Services
c) The Management of the physical IT environment such as a Data Center
d) The procurement and maintenance of tools that are used by IT Operations staff
to maintain the infrastructure
18 The RACI model ensures which combination of the following roles is allocated for
processes?
a) Responsible, Accountable, Consulted, Informed
b) Responsible, Achievable, Consulted, Informed
c) Realistic, Accountable, Consulted, Informed
d) Responsible, Accountable, Corrected, Informed
19 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
ITILv3FoundationBRIDGESampleB_v3.1
Version 3.1 (Live) Owner Chief Examiner
Page 6
20 Which statement about the Known Error Database (KEDB) is totally correct?
a) The KEDB is the same database as the Service Knowledge Management
System
b) The KEDB should be used during incident diagnosis phase to try to speed up
the resolution process
c) Care should be taken to avoid duplication of records in the KEDB. This can be
done by giving as many technicians as possible access to create new records
d) Access to the KEDB should be limited to the Service Desk
© 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
ITILv3FoundationBRIDGESampleB_v3.1
Version 3.1 (Live) Owner Chief Examiner
Page 7
ITIL® v.3 Foundation Bridge Examination: Sample Paper B
ANSWER SHEET
Answer Key for Exam Paper: ITILv3FoundationBRIDGESampleB_v3.1
Q A Syllabus Ref
1 C 05-52B
2 D 02-03
3 D 03-01
4 C 03-18
5 A 05-81
6 B 03-24
7 A 04-04
8 B 01-04
9 D 02-10
10 C 05-51B
11 A 05-21
12 D 04-10
13 A 04-09
14 C 02-06
15 C 01-05
16 C 03-21
17 C 06-02
18 A 07-02
19 A 05-44
20 B 05-72B
© 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
ITILv3FoundationBridgeSampleB_ANSWERS_v3.1
Version 3.1 (Live) Owner Chief Examiner
Page 1
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