BH0-012 Exam Questions

Which types of communication would the functions within service operation use? 1. Communication between data centre shifts 2. Communication related to changes 3. Performance report...

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Where would all the possible service improvement opportunities be recorded?

Which of the following identifies the purpose of service transition planning and support?

Which role is accountable for the operational management of a process?

Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management

Which of the following is the correct definition of an outcome?

Which of the following statements correctly states the relationship between urgency, priority and impact?

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

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

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

Which of the following statements about processes is INCORRECT?

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To id...

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement

What is the entry point or the first level of the V model?

Service Acceptance criteria are used to?

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

Which of the following are Service Desk organizational structures? 1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun

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

Which of the following is NOT a valid objective of Request Fulfillment?

Effective release and deployment management enables the service provider to add value to the business by?

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

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

Which of the following CANNOT be stored and managed by a tool?

Which process is responsible for frequently occurring changes where risk and cost are low?

Which of the following statements is CORRECT? 1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation 2. All of the phases of the lif...

The BEST description of the purpose of Service Operation is?

Which of the following is NOT an aim of the Change Management process?

How does Problem Management work with Change Management?

Which of the following statements is CORRECT?

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

Which is NOT a purpose of Service Transition?

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

The BEST description of the guidance provided by Service Design is?

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Which process is responsible for frequently occurring changes where risk and cost are low?

To add value to the business, what are the four reasons to monitor and measure?

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Which of the following BEST describes the goal of Access Management?

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

Which Service Design process makes the most use of data supplied by Demand Management?