ISEB BH0-012 Actual Free Exam Questions & Community Discussion
Which role is responsible for carrying out the activities of a process?
Correct Answer: D
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What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
Correct Answer: A
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Which of the following identifies the purpose of service transition planning and support?
Correct Answer: B
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Which is the correct definition of a customer facing service?
Correct Answer: B
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Which one of the following is the BEST definition of reliability?
Correct Answer: D
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Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
Correct Answer: D
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Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
Correct Answer: D
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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?
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?
Correct Answer: B
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The consideration of value creation is a principle of which stage of the service lifecycle?
Correct Answer: B
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Which one of the following is the BEST description of a major incident?
Correct Answer: A
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