ISEB ISEB Certifications BH0-012 Questions & Answers

• Question 71:

  Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

  A. A service option

  B. A service transition package (STP)

  C. A service design package (SDP)

  D. A service charter

  Correct Answer: C

• Question 72:

  Which one of the following is the BEST description of a relationship in service asset and configuration management?

  A. Describes the topography of the hardware

  B. Describes how the configuration items (CIs) work together to deliver the services

  C. Defines which software should be installed on a particular piece of hardware

  D. Defines how version numbers should be used in a release

  Correct Answer: B

• Question 73:

  In terms of adding value to the business, which one of the following describes service operation's contribution?

  A. The cost of the service is designed, predicted and validated

  B. Measures for optimization are identified

  C. Service value is modelled

  D. Service value is visible to customers

  Correct Answer: D

• Question 74:

  Which one of the following includes four stages called Plan, Do, Check and Act?

  A. The Deming cycle

  B. The continual service improvement approach

  C. The seven-step improvement process

  D. The service lifecycle

  Correct Answer: A

• Question 75:

  Which of the following are the MAIN objectives of incident management?

  1.

  To automatically detect service-affecting events

  2.

  To restore normal service operation as quickly as possible

  3.

  To minimize adverse impacts on business operations

  A. 1 and 2 only

  B. 2 and 3 only

  C. 1 and 3 only

  D. All of the above

  Correct Answer: B

• Question 76:

  Which one of the following can help determine the level of impact of a problem?

  A. Definitive media library (DML)

  B. Configuration management system (CMS)

  C. Statement of requirements (SOR)

  D. Standard operating procedures (SOP)

  Correct Answer: B

• Question 77:

  Which process is responsible for discussing reports with customers showing whether services have met their targets?

  A. Continual service improvement

  B. Change management

  C. Service level management

  D. Availability management

  Correct Answer: C

• Question 78:

  Which one of the following statements is CORRECT?

  A. The configuration management system is part of the known error database

  B. The service knowledge management system is part of the configuration management system

  C. The configuration management system is part of the service knowledge management system

  D. The configuration management system is part of the configuration management database

  Correct Answer: C

• Question 79:

  Which one of the following does service metrics measure?

  A. Functions

  B. Maturity and cost

  C. The end-to-end service

  D. Infrastructure availability

  Correct Answer: C

• Question 80:

  Which one of the following is the BEST definition of reliability?

  A. The availability of a service or component

  B. The level of risk that affects a service or process

  C. How long a service or configuration item (CI) can perform its function without failing

  D. How quickly a service or component can be restored to normal working order

  Correct Answer: C