ISEB ISEB Certifications BH0-012 Questions & Answers

• Question 1:

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

  A. Informational, scheduled, normal

  B. Scheduled, unscheduled, emergency

  C. Informational, warning, exception

  D. Warning, reactive, proactive

  Correct Answer: C

• Question 2:

  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 involved in a process

  A. 2, 3 and 4 only

  B. All of the above

  C. 1, 2 and 3 only

  D. 1, 2 and 4 only

  Correct Answer: C

• Question 3:

  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 customer's successful

  2.

  Enabling the service provider to respond quickly and effectively to changes in the business environment

  3.

  Reduction in the duration and frequency of service outages

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C

• Question 4:

  Where would you expect incident resolution targets to be documented?

  A. A service level agreement (SLA)

  B. A request for change (RFC)

  C. The service portfolio

  D. A service description

  Correct Answer: A

• Question 5:

  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"?

  A. Profit

  B. Preparation

  C. Products

  D. Potential

  Correct Answer: C

• Question 6:

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

  A. The design of the service portfolio, including the service catalogue

  B. The design of new or changed services

  C. The design of market spaces

  D. The design of the technology architectures

  Correct Answer: C

• Question 7:

  Which of the following is an enabler of best practice?

  A. Standards

  B. Technology

  C. Academic research

  D. Internal experience

  Correct Answer: B

• Question 8:

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

  A. Training in risk management for all staff and identification of risks

  B. Identification of risk, analysis and management of the exposure to risk

  C. Control of exposure to risk and investment of capital

  D. Training of all staff and investment of capital

  Correct Answer: B

• Question 9:

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

  A. To build, test and deliver the capability to provide the services specified by service design

  B. To ensure that each release package specified by service design consists of a set of related assets and service components

  C. To ensure that all changes can be tracked, tested and verified if appropriate

  D. To record and manage deviations, risks and issues related to the new or changed service

  Correct Answer: A

• Question 10:

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

  A. Negotiating and agreeing service level agreement

  B. Negotiating and agreeing operational level agreements

  C. Ensuring that the service catalogue is made available to those approved to access it

  D. Only ensuring that adequate technical resources are available

  Correct Answer: C