itil+v3+foundation+bridge
THE ITIL? V3 FOUNDATION BRIDGE COURSE IN
IT SERVICE MANAGEMENT
Sample Examination Paper
The ITIL V3 Bridge Course should give candidates a fast track route to an ITIL? version 3 Foundation certificate level of knowledge. This course is only intended for existing holders of ITIL Foundation Certificates from earlier ITIL? versions.
The ITIL? Foundation Bridge certificate in IT Service Management is not intended to enable the holders of the certificate to apply the ITIL? practices for Service Management without further guidance.The ITIL? Foundation v3 bridge course is highlighting the new topics in ITIL? version 3 and the main differences from earlier ITIL? versions.
Due to the amount of material to be covered during this 1 day course, it is recommended but not mandatory, that Training Providers give some thought as to not using this paper as a set piece exam but to integrate the questions within the learning units during the course of the day.
As all of the students sitting the exam will have successfully completed the ITIL v2 Foundation Certificate, they should be familiar with the exam process and the techniques required to answer the questions correctly.
The ITIL? v.3. Foundation Bridge Examination ITIL? v. 3 Foundation Bridge Examination:
Sample Paper, version 3.0
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: ......................................................
1 Which of the following statements is CORRECT for all IT services?
a) They deliver resources and capabilities to customers
b) They deliver IT solutions to customers
c) They deliver business solutions to customers
d) They deliver value to customers
2 The ITIL core is structured around?
a) An Operations Lifecycle
b) An IT Management Lifecycle
Service
Lifecycle
A
c)
Lifecycle
Infrastructure
d)
An
3 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
only
b)
1
c) All of the above
d) 1 and 3 only
4 Which of the following statements about Continual Service Improvement (CSI) 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
only
b)
2
c) 1, 2 and 3 only
d) All of the above
5 "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
? The APM Group Limited 2007
6 Which of the following would NOT be stored in the Definitive Media Library (DML)?
software
copies
of
a)
Master
b) Backups of application data
licences
Software
c)
d) Master copies of controlled documentation
7 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
8 Which of the following identifies two Service Portfolio components within the Service Lifecycle?
a) Service Pipeline and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Knowledge Management System and Service Pipeline
d) Service Pipeline and Configuration Management System
9 What does the 'Service V model' represent?
a) A strategy for the successful completion of all service management projects
b) The path to Service Delivery and Service Support for efficient and effective utilization of
resources
c) Levels of testing required to deliver a Service Capability
d) The business perspective as perceived by the customer and the user of services
10 Which of the following is the most appropriate view when carrying out Service Operations?
a) The internal IT view is most important as Service Operations has to monitor and manage the
infrastructure
b) Service Operations should maintain a balance between an internal IT view and an external
business view
c) The external business view is most important as Service Operations is the place where value is
realized and the customer obtains the benefit of the services
d) Service Operations does not take an internal or external view as they execute processes defined
by Service Design
11 Why should monitoring and measuring be used when trying to improve services?
a) To validate, direct, justify and intervene
b) To validate, measure, monitor and change
c) To validate, plan, act and improve
d) To validate, assign resources, purchase technology and train people
? The APM Group Limited 2007
12 Demand Management is used to:
a) Increase customer value
b) Understand patterns of business activity
c) Increase the value of IT
d) Align business with IT cost
13 Which of the following should a Business Service Catalogue contain?
a) The version information of all software
b) The organizational structure of the company
information
c)
Asset
d) Details of all operational services
14 Which of the following are objectives of the Release and Deployment Management process?
1. To ensure there are clear release and deployment plans
2. To ensure that skills and knowledge are transferred to operations and support staff
3. To ensure there is minimal unpredicted impact on production services, operations and support
4. To provide cost justifiable IT capacity that is matched to the needs of the business
a) 1, 2 and 3 only
b) All of the above
c) 1 and 3 only
d) 1, 3 and 4 only
15 Which of the following activities are included in Access Management?
1. Verifying the identity of users requesting access to services
2. Setting the rights or privileges of systems to allow access to authorized users
3. Defining security policies for system access
4. Monitoring the availability of systems that users should have access to
a) 2 and 4 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
16 The 7 Step Improvement Process can most accurately be described as?
a) The Seven P's of Continual Service Improvement (CSI)
b) A service improvement methodology based on the Deming Cycle
c) A set of roles and responsibilities for managing service improvements
d) A process for defining what is to be measured, gathering the data, processing the data and using
it to take corrective action
? The APM Group Limited 2007
17 Facilities
refers
to?
Management
a) The Management of IT services that are viewed as "utilities", such as printers or network access
b) The Management of an outsourcing contract
c) The Management of the physical IT environment, such as a data centre
d) The procurement and maintenance of tools that are used by IT Operations staff to maintain the
infrastructure
18 A Service Owner is responsible for which of the following?
a) Continual Improvement of the service
b) Designing and documenting a service
c) Carrying out the Service Operations activities needed to support a service
d) Producing a Balanced Scorecard showing the overall status of all services
19 What is the role of the Emergency Change Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent Changes are made during particularly
volatile business periods
b) To assist the Change Manager in implementing Emergency Changes
c) To assist the Change Manager in evaluating Emergency Changes and to decide whether the
Change should be approved
d) To assist the Change Manager in speeding up the Emergency Change Process so that no
unacceptable delays occur
20 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
? The APM Group Limited 2007
? The APM Group Limited 2007
ITIL ? v.3 Foundation Bridge Examination: Sample Paper
ANSWERS AND RATIONALES
Q A Syllabus Page ref Rationale
1 D 01-0
2 SS p16 The highlighted definition of a service starts "A service is a means of
delivering value to customers..."
2 C 02-01 SS, SD, ST, SO,
CSI
ITIL v3 is structured around the Service Lifecycle
3 C 02-06 ST 1.3 “This publication provides guidance for the development and
improvement of capabilities for transitioning new and changed
services into the production environment, including release planning
building, testing, evaluation and deployment.”
A list of considerations is given which includes “Transfer of services”
and “To or from an external service provider”.
4 D 02-10 CSI 14 This is a summary of the first paragraph of CSI 2.4.1
5 D 03-01 SS 2.2.2 p17 “Warranty is derived from the positive effect being available when
needed, in sufficient capacity or magnitude, and dependably in terms
of continuity and security.”
6 B 03-19 ST 4.3.4.3 p69 “It contains the master copies of all controlled software in an
organization. The DML should include definitive copies of purchased
software (along with licence documents or information), as well as
software developed on site. Master copies of controlled
documentation for a system are also stored in the DML in electronic
form.”
7 B 03-24 SO 35 “An event can be defined as any … occurrence that has significance
for the management of the IT Infrastructure or the delivery of IT
service”
8 A 04-04 SD 34 This is illustrated in “Figure 3.7 The Service Portfolio and its
contents”
9 C 04-06 ST 92 “Figure 4.21 Service V-model to represent configuration levels and
testing”
10 B 04-07 SO 3.2 p19-20 “Both views are necessary when delivering services. The
organization that focuses only on business requirements without
thinking about how they are going to deliver will end up making
promises that cannot be kept. The organization that focuses only on
internal systems without thinking about what services they support
will end up with expensive services that deliver little value.”
11 A 04-10 CSI 3.7.2 p30
These are the four bullet points that appear under heading 3.7.2
12 B 05-02 SS 5.5 p130 Sections 5.5.2 and 5.5.3, and figures 5.23 and 5.24.
“Business processes are the primary source of demand for services.
Patterns of business activity (PBA) influence the demand patterns
seen by the service providers (Figure 5.23).”
13 D 05-04 SD 4.1.1 p60
SD 4.4.1
p62
“to ensure that a Service Catalogue is produced and maintained,
containing accurate information on all operational services and those being prepared to be run operationally.” "The Service Catalogue has two aspects: ■ The Business Service Catalogue:
...
■ The Technical Service Catalogue:" 14 A 05-06 ST 4.4.1 p84 The correct options are documented in the bulleted lists. Providing
cost-justifiable IT capacity is not an aim of the Release and
Deployment Management process.
Q A Syllabus Page
ref Rationale
15 D 05-08 SO
4.5.1
p68
SO 4.5.5
p68-69 4.5.1 Purpose/goal/objective “Access Management provides the right for users to be able to use a service or group of services. It is therefore the execution of policies and actions defined in Security and Availability Management.”
4.5.5.2 Verification “That the user requesting access is who they say they are”
4.5.5.3 Providing rights “As soon as a user has been verified, Access Management will provide that user with rights to use the requested service.”
16 D 05-09 CSI
3.7.3
p31-32
The correct answer is a summary of the 7 steps
17 C 06-02 SO
6.4.1
p126 “Facilities Management, which refers to the management of the physical IT environment, typically a Data Centre or computer rooms”
18 A 07-01 CSI 134 “The Service Owner is responsible for continual
Improvement…”
19 C 05-05 ST 60 “Emergency change authorization… Where CAB approval is
required, this will be provided by the Emergency CAB (ECAB)”
20 A 05-08 SO 45 Each of these processes is clearly called out in the syllabus, in
sections 05-07 and 05-08
? The APM Group Limited 2007