BH0-012 Exam Questions

Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as poss...

Which one of the following includes four stages called Plan, Do, Check and Act?

In terms of adding value to the business, which one of the following describes service operation's contribution?

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Which process is responsible for providing the rights to use an IT service?

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Which areas of service management can benefit from automation? 1. Design and modelling 2. Reporting 3. Pattern recognition and analysis 4. Detection and monitoring

Which one of the following is concerned with policy and direction?

Which of the following BEST describes service strategies value to the business?

Which two processes will contribute MOST to enabling effective problem detection?

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Why is it important for service providers to understand patterns of business activity (PBA)?

Which one of the following would NOT be defined as part of every process?

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environm...

Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and report...

Which one of the following do technology metrics measure?

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Which process is responsible for managing relationships with vendors?

What are the categories of event described in the UIL service operation book?

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Which of the following is NOT an objective of service transition?

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that hav...

The BEST description of an incident is:

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

What do customer perceptions and business outcomes help to define?

Which of the following are basic concepts used in access management?

Which of these statements about resources and capabilities is CORRECT?

Within service design, what is the key output handed over to service transition?

Which process is responsible for the availability, confidentiality and integrity of data?

Availability management is directly responsible for the availability of which of the following?

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Which of the following BEST describes the purpose of access management?

Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2. It does not prescribe actions 3. ITIL represents best practice

The consideration of value creation is a principle of which stage of the service lifecycle?

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Which of the following would commonly be found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service pr...

Service transition contains detailed descriptions of which processes?

Which statement should NOT be part of the value proposition for Service Design?

Which process would be used to compare the value that newer services have offered over those they have replaced?

Hierarchic escalation is BEST described as?

Which one of the following functions would be responsible for the management of a data centre?

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Which process will regularly analyse incident data to identify discernible trends?

Which is the correct definition of a customer facing service?