ISEB ISEB Certifications BH0-012 Questions & Answers

• Question 61:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)

  B. Customer and user satisfaction

  C. Service requirements and warranty

  D. Resources and capabilities

  Correct Answer: D

• Question 62:

  Which of the following service desk organizational structures are described in service operation?

  1.

  Local service desk

  2.

  Virtual service desk

  3.

  IT help desk

  4.

  Follow the sun

  A. 1, 2 and 4 only

  B. 2, 3 and 4 only

  C. 1, 3 and 4 only

  D. 1, 2 and 3 only

  Correct Answer: A

• Question 63:

  Consider the following list:

  1.

  Change authority

  2.

  Change manager

  3.

  Change advisory board (CAB)

  Which one of the following is the BEST description of the items above?

  A. Job descriptions

  B. Functions

  C. Teams

  D. Roles, people or groups

  Correct Answer: D

• Question 64:

  Which one of the following statements BEST describes a definitive media library (DML)?

  A. A secure location where definitive hardware spares are held

  B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

  C. A database that contains definitions of all media CIs

  D. A secure library where definitive authorized versions of all software and back-ups are stored and protected

  Correct Answer: B

• Question 65:

  What is the BEST description of the purpose of the service operation stage of the service lifecycle?

  A. To decide how IT will engage with suppliers during the service lifecycle

  B. To proactively prevent all outages to IT services

  C. To design and build processes that will meet business needs

  D. To deliver and manage IT services at agreed levels to business users and customers

  Correct Answer: D

• Question 66:

  Which one of the following is concerned with policy and direction?

  A. Capacity management

  B. Governance

  C. Service design

  D. Service level management

  Correct Answer: B

• Question 67:

  Which one of the following is the BEST definition of the term 'service management'?

  A. A set of specialized organizational capabilities for providing value to customers in the form of services

  B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

  C. The management of functions within an organization to perform certain activities

  D. Units of organizations with roles to perform certain activities

  Correct Answer: A

• Question 68:

  Which areas of service management can benefit from automation?

  1.

  Design and modelling

  2.

  Reporting

  3.

  Pattern recognition and analysis

  4.

  Detection and monitoring

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. All of the above

  Correct Answer: D

• Question 69:

  Which one of the following is it the responsibility of supplier management to negotiate and agree?

  A. Service level agreements (SLAs)

  B. Third-party contracts

  C. The service portfolio

  D. Operational level agreements (OLAs)

  Correct Answer: B

• Question 70:

  Which process is responsible for providing the rights to use an IT service?

  A. Incident management

  B. Access management

  C. Change management

  D. Request fulfillment

  Correct Answer: B