ISEB ISEB Certifications BH0-012 Questions & Answers

• Question 31:

  Within service design, what is the key output handed over to service transition?

  A. Measurement, methods and metrics

  B. Service design package

  C. Service portfolio design

  D. Process definitions

  Correct Answer: B

• Question 32:

  Which of these statements about resources and capabilities is CORRECT?

  A. Resources are types of service asset and capabilities are not

  B. Resources and capabilities are both types of service asset

  C. Capabilities are types of service asset and resources are not

  D. Neither capabilities nor resources are types of service asset

  Correct Answer: B

• Question 33:

  What do customer perceptions and business outcomes help to define?

  A. The value of a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 34:

  Which of the following are basic concepts used in access management?

  A. Personnel, electronic, network, emergency, identity

  B. Rights, access, identity, directory services, service/service components

  C. Physical, personnel, network, emergency, service

  D. Normal, temporary, emergency, personal, group

  Correct Answer: B

• Question 35:

  What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

  A. The change authorization board

  B. The change advisory board

  C. The change implementer

  D. The change manager

  Correct Answer: B

• Question 36:

  When can a known error record be raised?

  1.

  At any time it would be useful to do so

  2.

  After a workaround has been found

  A. 2 only

  B. 1 only

  C. Neither of the above

  D. Both of the above

  Correct Answer: D

• Question 37:

  Which one of the following is the CORRECT set of steps for the continual service improvement approach?

  A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

  B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

  C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

  D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

  Correct Answer: D

• Question 38:

  The BEST description of an incident is:

  A. An unplanned disruption of service unless there is a backup to that service

  B. An unplanned interruption to service or a reduction in the quality of service

  C. Any disruption to service whether planned or unplanned

  D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

  Correct Answer: B

• Question 39:

  Which of the following types of service should be included in the scope of service portfolio management?

  1.

  Those planned to be delivered

  2.

  Those being delivered

  3.

  Those that have been withdrawn from service

  A. 1 and 3 only

  B. All of the above

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: B

• Question 40:

  Which of the following is NOT an objective of service transition?

  A. To ensure that a service can be operated, managed and supported

  B. To provide training and certification in project management

  C. To provide quality knowledge and information about services and service assets

  D. To plan and manage the capacity and resource requirements to manage a release

  Correct Answer: B