BH0-006 Exam Questions

Which of these statements about Service Desk staff is CORRECT?

Which of the following statements is INCORRECT?

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Which of the following is NOT one of the five individual aspects of Service Design?

Which function is responsible for the closure of an Incident record?

Which role would you MOST expect to be involved in the management of Underpinning Contracts?

Exhibit: * Missing* Which is the correct combination of Service Management terms across the Lifecycle?

A plan for managing the end of a supplier contract should be created when?

Which of the following sentences BEST describes a Standard Change?

In which document will the customers' initial service targets be documented before the Service Level Agreement (SLA) is produced?

Which of the following models would be most useful in helping to define an organizational structure?

The group that reviews Changes that must be installed faster than the normal Change process is called the:

Which of the questions does Service Strategy help answer with its guidance? 1) How do we prioritize investments across a portfolio? 2) What services to offer and to whom? 3) What a...

Effective release and deployment management enables the service provider to add value to the business by?

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the ques...

Which of the following are responsibilities of a Service Level Manager? 1) Agreeing targets in Service Level Agreements 2) Designing the service so it can meet the targets 3) Ensur...

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Which of the following statements is CORRECT?

The MAIN purpose of the Service Portfolio is to describe services in terms of?

What is the entry point or the first level of the V model?

Which of the following BEST describes a Service Desk?

Service Acceptance criteria are used to?

Contracts relating to an outsourced Data Centre would be managed by?

Understanding customer usage of services and how this varies over time is part of which process?

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities inc...

Which of the following is NOT a valid objective of Request Fulfillment?

Effective release and deployment management enables the service provider to add value to the business by?

Which of the following is NOT an example of a Service Provider Type?

Governance is concerned with:

Which process is responsible for frequently occurring changes where risk and cost are low?

To add value to the business, what are the four reasons to monitor and measure?

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a sing...

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Which of these activities would you expect to be performed by a Service Desk? 1. Logging details of Incidents and service requests 2. Providing first line investigation and diagnos...

What is the definition of an Alert?

Which of the following would NOT be a task carried out by the Request Fulfillment process?

Which of the following statements is CORRECT?

Which of the following CANNOT be stored and managed by a tool?

In which core publication can you find detailed descriptions of Service Catalogue Management, Information Security Management and Supplier Management?

A service is not very reliable, but when it works it is of great value to the customer. This combination could be described as:

Service Design emphasizes the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?

In the phrase "People, Processes, Products and Partners". Products refers to:

Which of the following is NOT an objective of the Operations Management function?

Which of the following BEST describes the goal of Access Management?

Which of the following statements about processes is CORRECT? 1. A process is always organized around a set of objectives 2. A process should be documented

Who owns the specific costs and risks associated with providing a service?

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?