BH0-012 Exam Questions

Which of the following is NOT a valid objective of problem management?

Which one of the following is an objective of service catalogue management?

Which of the following statements BEST describes the aims of release and deployment management?

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Which of the following is an enabler of best practice?

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Which of the following is NOT one of the five individual aspects of service design?

Where would you expect incident resolution targets to be documented?

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites

Which one of the following is the purpose of service level management?

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

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

Which one of the following do major incidents require?

Which process includes business, service and component sub-processes?

Which one of the following is an objective of release and deployment management?

Which one of the following does service metrics measure?

Which one of the following is the BEST definition of reliability?

Which one of the following statements is CORRECT?

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Which one of the following can help determine the level of impact of a problem?

Which one of the following is the BEST definition of the term 'service management'?

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Which one of the following statements BEST describes a definitive media library (DML)?

Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above?

Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun

Which one of the following are the two primary elements that create value for customers?

Which one of the following is the BEST description of a service request?

Which role is responsible for carrying out the activities of a process?

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

Which of the following options is a hierarchy that is used in knowledge management?

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

Which of the following is an objective of business relationship management?

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their...

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

A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities i...

Which one of the following is the BEST description of a service level agreement (SLA)?

Which one of the following is NOT part of the service design stage of the service lifecycle?

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

What is the name of the group that should review changes that must be implemented faster than the normal change process?

What should a service always deliver to customers?

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk...

Which one of the following is NOT the responsibility of service catalogue management?

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Which one of the following is NOT an objective of problem management?

Which stage of the change management process deals with what should be done if the change is unsuccessful?

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

Which process would maintain policies, standards and models for service transition activities and processes?