ISEB ISEB Certifications BH0-012 Questions & Answers

• Question 21:

  Which of the following would commonly be found in a contract underpinning an IT service?

  1.

  Financial arrangements related to the contract

  2.

  Description of the goods or service provided

  3.

  Responsibilities and dependencies for both parties

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. All of the above

  Correct Answer: D

• Question 22:

  Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

  A. The service level management

  B. The IT service continuity management

  C. The service catalogue management

  D. The supplier management

  Correct Answer: D

• Question 23:

  The consideration of value creation is a principle of which stage of the service lifecycle?

  A. Continual service improvement

  B. Service strategy

  C. Service design

  D. Service transition

  Correct Answer: B

• Question 24:

  Which process is responsible for dealing with complaints, comments, and general enquiries from users?

  A. Service level management

  B. Service portfolio management

  C. Request fulfilment

  D. Demand management

  Correct Answer: C

• Question 25:

  Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

  A. Suppliers, manufacturers and vendors

  B. Customers

  C. Internal departments

  D. The facilities management function

  Correct Answer: A

• Question 26:

  Which of the following are reasons why ITIL is successful?

  1.

  ITIL is vendor neutral

  2.

  It does not prescribe actions

  3.

  ITIL represents best practice

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A

• Question 27:

  Which of the following BEST describes the purpose of access management?

  A. To provide a channel for users to request and receive standard services

  B. Provides the rights for users to be able to use a service or group of services

  C. To prevent problems and resulting Incidents from happening

  D. To detect security events and make sense of them

  Correct Answer: B

• Question 28:

  What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

  A. Configuration baseline

  B. Project baseline

  C. Change baseline

  D. Asset baseline

  Correct Answer: A

• Question 29:

  Availability management is directly responsible for the availability of which of the following?

  A. IT services and components

  B. IT services and business processes

  C. Components and business processes

  D. IT services, components and business processes

  Correct Answer: A

• Question 30:

  Which process is responsible for the availability, confidentiality and integrity of data?

  A. Service catalogue management

  B. Service asset and configuration management

  C. Change management

  D. Information security management

  Correct Answer: D