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EXAM BH0-012
The Foundation ITIL (2012 Onwards)




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Question: 1

Which one of the fol owing is the BEST description of a service level agreement (SLA)?

A. The part of a contract that specifies the responsibilities of each party
B. An agreement between the service provider and an internal organization
C. An agreement between a service provider and an external supplier
D. An agreement between the service provider and their customer
Answer: D

Question: 2

Which one of the fol owing is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining al necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the
service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes

Answer: A

Question: 3

Which one of the fol owing activities are carried out during the "Where do we want to be?" step of
the continual service improvement (CSI) approach?

A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets
Answer: D

Question: 4

What is the name of the group that should review changes that must be implemented faster than
the normal change process?

A. Technical management
B. Emergency change advisory board
C. Urgent change board
D. Urgent change authority
Answer: B
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Question: 5

What should a service always deliver to customers?

A. Applications
B. Infrastructure
C. Value
D. Resources

Answer: C

Question: 6

Which of the fol owing should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only

Answer: C

Question: 7

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A. Service design
B. Service transition
C. Continual service improvement
D. Service operation

Answer: A







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Question: 8

Which one of the fol owing is NOT the responsibility of service catalogue management?

A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are maintained
C. Ensuring that information in the service catalogue is consistent with information in the service
portfolio
D. Ensuring that all operational services are recorded in the service catalogue

Answer: B

Question: 9

At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?

A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management

Answer: A

Question: 10

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

Answer: B





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ISEB
EXAM BH0-012
The Foundation ITIL (2012 Onwards)



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Demo
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