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Exam Code: BH0-012
Exam Name: ISEB (The Foundation® ITIL (2012 Onwards) )
One year free update, No help, Full refund!
Total Q&A: 166 Questions and Answers
Last Update: 2013-12-15

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NO.1 Which one of the following 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

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NO.2 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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NO.3 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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NO.4 Which one of the following 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

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NO.5 Which one of the following 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

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NO.6 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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NO.7 Which one of the following is NOT part of the service design stage of the service lifecycle?
A. Designing and maintaining all 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

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NO.8 Which of the following 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

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NO.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

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NO.10 What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Answer: C

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