BH0-012 Exam Questions
193 real BH0-012 exam questions with expert-verified answers and explanations. Page 3 of 4.
- Question #103
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...
- Question #104
Which one of the following is the BEST description of a major incident?
- Question #105
Which process is responsible for ensuring that appropriate testing takes place?
- Question #106
What is a RACI model used for?
- Question #107
Which of the following are valid parts of the service portfolio? 1. Service pipeline 2. Service knowledge management system (SKMS) 3. Service catalogue
- Question #108
Which of the following statement about the service owner is INCORRECT?
- Question #109
Which Functions are included in IT operations management?
- Question #110
Which one of the following is the BEST definition of an event?
- Question #111
Which one of the following is NOT an aim of the change management process?
- Question #112
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
- Question #113
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
- Question #114
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...
- Question #115
The definitive media library is the responsibility of:
- Question #116
Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA)?
- Question #117
What are the three service provider business models?
- Question #118
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- Question #119
What are the categories of events described in the ITIL service operation book?
- Question #120
Which of the following CANNOT be provided by a tool?
- Question #121
Which of the following is the best definition of service management?
- Question #122
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...
- Question #123
Which statement about the service portfolio is TRUE?
- Question #124
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...
- Question #125
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
- Question #126
Which one of the following activities is NOT part of the Deming Cycle?
- Question #127
Who is responsible for defining metrics for change management?
- Question #128
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
- Question #129
Which of the following statements MOST correctly identifies the scope of design coordination activities?
- Question #130
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL?
- Question #131
Which one of the following would NOT involve event management?
- Question #132
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...
- Question #133
Which function or process would provide staff to monitor events in an operations bridge?
- Question #134
Which of the following are types of service defined in ITIL? 1. Core 2. Enabling 3. Special
- Question #135
Which of the following is service transition planning and support NOT responsible for?
- Question #136
Which one of the following statements about incident reporting and logging is CORRECT?
- Question #137
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
- Question #138
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
- Question #139
Which of the following is NOT an objective of request fulfillment?
- Question #140
Which of the following is best definition of IT service management?
- Question #141
Which one of the following activities would be performed by access management?
- Question #142
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- Question #143
In which of the following should details of a workaround be documented?
- Question #144
Which one of the following generates demand for services?
- Question #145
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
- Question #146
What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
- Question #147
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...
- Question #148
What is the act of transforming resources and capabilities into valuable service better known as?
- Question #149
In which document would you expect to see an overview of actual service achievements against targets?
- Question #150
What is a service delivered between two business units in the same organization known as?
- Question #151
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...
- Question #152
Which of the following can include steps that will help to resolve an incident? 1. Incident model 2. Known error record