ISEB ISEB Certifications BH0-012 Questions & Answers

• Question 41:

  What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

  A. Employers

  B. Stakeholders

  C. Regulators

  D. Accreditors

  Correct Answer: B

• Question 42:

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

  A. Informational, scheduled, normal

  B. Scheduled, unscheduled, emergency

  C. Informational, warning, exception

  D. Warning, reactive, proactive

  Correct Answer: C

• Question 43:

  Which process is responsible for managing relationships with vendors?

  A. Change management

  B. Service portfolio management

  C. Supplier management

  D. Continual service improvement

  Correct Answer: C

• Question 44:

  What is the result of carrying out an activity, following a process or delivering an IT service known as?

  A. Outcome

  B. Incident

  C. Change

  D. Problem

  Correct Answer: A

• Question 45:

  Which one of the following do technology metrics measure?

  A. Components

  B. Processes

  C. The end-to-end service

  D. Customer satisfaction

  Correct Answer: A

• Question 46:

  Which of the following are objectives of service level management?

  1: Defining, documenting and agreeing the level of FT services to be provided

  2: Monitoring, measuring and reporting the actual level of services provided

  3: Monitoring and improving customer satisfaction

  4:

  Identifying possible future markets that the service provider could operate in

  A.

  1, 2 and 3 only

  B.

  1 and 2 only

  C.

  1, 2 and 4 only

  D.

  All of the above

  Correct Answer: A

• Question 47:

  Which one of the following would NOT be defined as part of every process?

  A. Roles

  B. Inputs and outputs

  C. Functions

  D. Metrics

  Correct Answer: C

• Question 48:

  Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

  A. Service level management

  B. Service catalogue management

  C. Demand management

  D. Service transition

  Correct Answer: B

• Question 49:

  Why is it important for service providers to understand patterns of business activity (PBA)?

  A. PBA are based on organizational roles and responsibilities

  B. IT service providers CANNOT schedule changes until they understand PBA

  C. Demand for the services delivered by service providers are directly influenced by PBA

  D. Understanding PBA is the only way to enable accurate service level reporting

  Correct Answer: C

• Question 50:

  Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

  A. Change proposal

  B. Change policy

  C. Service request

  D. Risk register

  Correct Answer: A