BH0-006 Exam Questions

Which of the following is the BEST definition of an Event?

Which of these would fall outside the scope of a typical service Change Management process?

Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

What guidance does ITIL give on the frequency of production of service reporting?

Which of the following is NOT a benefit of using public frameworks and standards?

IT Service Continuity strategy should be based on: 1: Design of the service technology 2: Business continuity strategy 3: Business Impact Analysis 4: Risk assessment

The BEST processes to automate are those that are:

Which statement about Service Level Agreements (SLAs) is CORRECT?

Which of the following should be available to the Service Desk? 1. Known Error Data 2. Change Schedules 3. Service Knowledge Management System 4. The output from monitoring tools

Which process contains the Business, Service and Component sub-processes?

What are Request Models used for?

Identity and Rights are two major concepts involved in which one of the following processes?

Which of the following is NOT an objective of Continual Service Improvement?

Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

What are the categories of event described in the ITIL Service Operation book?

In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?

Defining the processes needed to operate a new service is part of:

A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

Which of these is a reason for categorizing incidents?

Which of the following is MOST concerned with the design of new or changed services?

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Which role or function is responsible for monitoring activities and events in the IT Infrastructure?

A process owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPIs) 3. Improving the process 4. Ensuring pro...

Who has the responsibility for review and risk analysis of all suppliers and contracts on a regular basis?

A consultant has made two recommendations to you in a report: 1. To include legal terminology in your Service Level Agreements (SLAs) 2. It is not necessary to be able to measure a...

Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication...

Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Measurement and reporting s...

Which of the following activities are responsibilities of a Supplier Manager? 1. Negotiating and agreeing Contracts 2. Updating the Supplier and Contract database 3. Planning for p...

Consider the following list: 1. Change Authority 2. Change Manager 3. Change Advisory Board (CAB) What are these BEST described as?

Customer perceptions and business outcomes help to define what?

Which of the following is a valid role in the RACI Authority Matrix?

What does a service always have to deliver to its customers?

The two main parts of the service catalogue are:

Which of these statements about assets, resources and capabilities is MOST accurate?

RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?

Which of the following is the CORRECT description of the Seven R's of Change Management?

IT operations management have been asked by a customer to carry out non-standard activity that will cause them to miss an agreed service level target. How should they respond?

Which of the following is the CORRECT definition of release unit?

What are the key processes within Service Operation?

Please refer to the exhibit. Which of the following are responsibilities of a service level manager?

Which stages of the Service Lifecycle does the 7 Step Improvement Process apply to?

The three subprocesses of Capacity Management are:

What is the BEST description of a Major Incident?

Which of the following is the BEST definition of the term Service Management?

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

Which of the following statements is INCORRECTLY assigned to its book?

The MAIN objective of Service Level Management is:

The Definitive Media Library and Definitive Spares are the responsibility of: