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ITIL V3 Foundation Certificate in IT Service Management: BH0-006 Exam

  • BH0-006 Questions & Answers
  • Exam Code: BH0-006
  • Exam Name: ITIL V3 Foundation Certificate in IT Service Management
  • Updated: February 2, 2012
  • Q & A: 132 Q&As

1: Which of the following does the Availability Management process include?
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
A.1 only
B.All of the above
C.1 and 2 only
D.1 and 3 only
Correct Answers: B

2: Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience
A.1 only
B.2 only
C.Both of the above
D.None of the above
Correct Answers: C

3: Which of the following is NOT a responsibility of the Service Design Manager?
A.Design and maintain all necessary Service Transition packages
B.Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
C.Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
D.Measuring the effectiveness and efficiency of Service Design and the supporting processes
Correct Answers: A

4: Which of the following options is a hierarchy that is used in Knowledge Management?
A.Wisdom – Information – Data – Knowledge
B.Data – Information – Knowledge – Wisdom
C.Knowledge – Wisdom – Information – Data
D.Information – Data – Knowledge – Wisdom
Correct Answers: B

5: Which of the following statements is CORRECT?
A.The Configuration Management System is part of the Known Error Data Base
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 Answers: C

6: Which of the following is one of the PRIMARY objectives of Service Strategy?
A.To provide detailed specifications for the design of IT services
B.To underscore the importance of services in the global economy
C.To transform Service Management into a strategic asset
D.To design and build processes that will meet business needs
Correct Answers: C

7: Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
A.An agreement with an individual customer group, covering all the services that they use
B.An agreement that covers one service for a single customer
C.An agreement that covers service specific issues in a multi-level SLA structure
D.An agreement that covers one service for all users of that service
Correct Answers: D

8: What would be the next step in the Continual Service Improvement (CSI) Model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
A.What is the Return On Investment (ROI)?
B.How much did it cost?
C.How do we keep the momentum going?
D.What is the Value On Investment (VOI)?
Correct Answers: C

9: Which process is responsible for sourcing and delivering components of requested standard services?
A.Request Fulfilment
B.Service Portfolio Management
C.Service Desk
D.IT Finance
Correct Answers: A

10: Which of the following activities is NOT a part of the Deming Cycle?
Correct Answers: D

11: A Process Owner has been identified with an “I” in a RACI matrix. Which of the following would be expected of them?
A.Tell others about the progress of an activity
B.Perform an activity
C.Be kept up to date on the progress of an activity
D.Manage an activity
Correct Answers: C

12: Identify the input to the Problem Management process
A.Request for Change
B.Problem Resolution
C.Incident Records
D.New Known Errors
Correct Answers: C

13: The goal of which process is: “To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle”?
A.Knowledge Management
B.Availability Management
C.Service Asset and Configuration Management
D.Change Management
Correct Answers: A

14: The BEST definition of an Incident is:
A.An unplanned disruption of service unless there is a backup to that service
B.An unplanned interruption or reduction in the quality of an IT Service
C.Any disruption to service whether planned or unplanned
D.Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
Correct Answers: B

15: An ISMS is an?
A.IT Service Management System
B.IT Skills Management System
C.IT Security Management Service
D.Information Security Management System
Correct Answers: D

16: Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability
A.All of the above
B.1 and 2 only
C.1 and 3 only
D.2 and 3 only
Correct Answers: B

17: What are the three Service Provider business models?
A.Internal Service provider, Outsourced 3rd party and Off-shore party
B.Internal Service Operations provider, External Service Operations provider, Shared Service Unit
C.Internal Service provider, External Service provider, Outsourced 3rd Party
D.Internal Service provider, External Service provider, Shared Service Provider
Correct Answers: D

18: Which phase of the ITIL lifecycle provides the following benefit:  ‘The Total Cost of Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development’?
A.Service Design
B.Service Strategy
C.Service Operation
D.Continual Service Improvement
Correct Answers: A

19: Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
A.People, Process, Partners, Suppliers
B.People, Process, Products, Technology
C.People, Process, Products, Partners
D.People, Products, Technology, Partners
Correct Answers: C

20: Which of the following is NOT a valid objective of Problem Management?
A.To prevent Problems and their resultant Incidents
B.To manage Problems throughout their lifecycle
C.To restore service to a user
D.To eliminate recurring Incidents
Correct Answers: C

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