BH0-012 Exam Questions

Which of these recommendations is best practice for service level management? 1. Include legal terminology in service level agreements (SLAs) 2. It is NOT necessary to be able to m...

Which one of the following is the BEST description of a major incident?

Which process is responsible for ensuring that appropriate testing takes place?

What is a RACI model used for?

Which of the following are valid parts of the service portfolio? 1. Service pipeline 2. Service knowledge management system (SKMS) 3. Service catalogue

Which of the following statement about the service owner is INCORRECT?

Which Functions are included in IT operations management?

Which one of the following is the BEST definition of an event?

Which one of the following is NOT an aim of the change management process?

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Resto...

The definitive media library is the responsibility of:

Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA)?

What are the three service provider business models?

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

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

Which of the following CANNOT be provided by a tool?

Which of the following is the best definition of service management?

A Service design package (SDP) would normally be produced for which of the following? 1. A new IT service 2. A major change to an IT service 3. An emergency change to an if service...

Which statement about the service portfolio is TRUE?

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase "Understand and agree on the priorities for improvement based on a deeper developmen...

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Which one of the following activities is NOT part of the Deming Cycle?

Who is responsible for defining metrics for change management?

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Which of the following is NOT a service desk type recognized in the service operation volume of ITIL?

Which one of the following would NOT involve event management?

Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 1. Details of failed changes 2. Updates to the change schedule 3. Reviews of complet...

Which function or process would provide staff to monitor events in an operations bridge?

Which of the following are types of service defined in ITIL? 1. Core 2. Enabling 3. Special

Which of the following is service transition planning and support NOT responsible for?

Which one of the following statements about incident reporting and logging is CORRECT?

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

Which of the following is NOT an objective of request fulfillment?

Which of the following is best definition of IT service management?

Which one of the following activities would be performed by access management?

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

In which of the following should details of a workaround be documented?

Which one of the following generates demand for services?

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

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

What would be the next step in the continual service improvement (CSI) model after? 1. What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5...

What is the act of transforming resources and capabilities into valuable service better known as?

In which document would you expect to see an overview of actual service achievements against targets?

What is a service delivered between two business units in the same organization known as?

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...

Which of the following can include steps that will help to resolve an incident? 1. Incident model 2. Known error record