ISEB ISEB Certifications BH0-012 Questions & Answers

• Question 51:

  Which of the following should be documented in an incident model?

  1.

  Details of the service level agreement (SLA) pertaining to the incident

  2.

  Chronological order of steps to resolve the incident

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: B

• Question 52:

  Which two processes will contribute MOST to enabling effective problem detection?

  A. Incident and financial management

  B. Change and release and deployment management

  C. Incident and event management

  D. Knowledge and service level management

  Correct Answer: C

• Question 53:

  Which of the following BEST describes service strategies value to the business?

  A. Allows higher volumes of successful change

  B. Reduction in unplanned costs through optimized handling of service outages

  C. Reduction in the duration and frequency of service outages

  D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

  Correct Answer: D

• Question 54:

  The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

  A. People, process, partners, performance

  B. Performance, process, products, plans

  C. People, process, products, partners

  D. People, products, plans, partners

  Correct Answer: C

• Question 55:

  Which of the following is an objective of business relationship management?

  A. To identify patterns of business activity

  B. To ensure high levels of customer satisfaction

  C. To secure funding to manage the provision of services

  D. To ensure strategic plans for IT services exist

  Correct Answer: B

• Question 56:

  Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

  A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

  B. Public frameworks are always cheaper to adopt

  C. Public frameworks are prescriptive and tell you exactly what to do

  D. Proprietary knowledge has been tested in a wide range of environments

  Correct Answer: A

• Question 57:

  Which of the following options is a hierarchy that is used in knowledge management?

  A. Wisdom - Information - Data - Knowledge

  B. Data - Information - Knowledge - Wisdom

  C. Knowledge - Wisdom - Information - Data

  D. Information - Data - Knowledge - Wisdom

  Correct Answer: B

• Question 58:

  Which process or function is responsible for monitoring activities and events in the IT infrastructure?

  A. Service level management

  B. IT operations management

  C. Capacity management

  D. Incident management

  Correct Answer: B

• Question 59:

  Which role is responsible for carrying out the activities of a process?

  A. Process owner

  B. Change manager

  C. Service manager

  D. Process practitioner

  Correct Answer: D

• Question 60:

  Which one of the following is the BEST description of a service request?

  A. A request from a user for information, advice or for a standard change

  B. Anything that the customer wants and is prepared to pay for

  C. Any request or demand that is entered by a user via a self-help web-based interface

  D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

  Correct Answer: A