ISEB ISEB Certifications BH0-012 Questions & Answers

• Question 81:

  Which one of the following is an objective of release and deployment management?

  A. To standardize methods and procedures used for efficient and prompt handling of all changes

  B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

  C. To ensure that the overall business risk of change is optimized

  D. To define and agree release and deployment plans with customers and stakeholders

  Correct Answer: D

• Question 82:

  Which process includes business, service and component sub-processes?

  A. Capacity management

  B. Incident management

  C. Service level management

  D. Financial management

  Correct Answer: A

• Question 83:

  Which one of the following do major incidents require?

  A. Separate procedures

  B. Less urgency

  C. Longer timescales

  D. Less documentation

  Correct Answer: A

• Question 84:

  A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

  A. Be accountable for the outcome of an activity

  B. Perform an activity

  C. Be kept up-to-date on the progress of an activity

  D. Manage an activity

  Correct Answer: C

• Question 85:

  Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

  A. People, process, partners, performance

  B. Performance, process, products, problems

  C. People, process, products, partners

  D. People, products, perspective, partners

  Correct Answer: C

• Question 86:

  Which one of the following is the purpose of service level management?

  A. To carry out the service operations activities needed to support current IT services

  B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  C. To create and populate a service catalogue

  D. To ensure that an agreed level of IT service is provided for all current IT services

  Correct Answer: D

• Question 87:

  Which of the following are managed by facilities management?

  1.

  Hardware within a data centre or computer room

  2.

  Applications

  3.

  Power and cooling equipment

  4.

  Recovery sites

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 3 and 4 only

  D. 1 and 3 only

  Correct Answer: C

• Question 88:

  Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

  A. Service asset and configuration management

  B. Event management

  C. Service catalogue management

  D. Problem management

  Correct Answer: B

• Question 89:

  Which one of the following is NOT an objective of problem management?

  A. Minimizing the impact of incidents that cannot be prevented

  B. Preventing problems and resulting incidents from happening

  C. Eliminating recurring incidents

  D. Restoring normal service operation as quickly as possible

  Correct Answer: D

• Question 90:

  Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

  A. To ensure that a service can be managed and operated in accordance with constraints specified during design

  B. To design and develop capabilities for service management

  C. To provide good-quality knowledge and information about services

  D. To plan the resources required to manage a release

  Correct Answer: B