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Code d'Examen: BH0-009
Nom d'Examen: ISEB (ITSM Foundation Certificate in Problem & Incident Management)
Questions et réponses: 75 Q&As

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NO.1 In the Balance of Consequences, which of the consequence types should be used first to drive
behavioural change?
a)Immediate Positive.
b)Immediate Negative.
c)Delayed Positive.
d)Delayed Negative.
A.a and b.
B.c and d.
C.a only.
D.b only.
Answer: C

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NO.2 Which of the following activities is NOT part of Situation Appraisal?
A.Identify concerns.
B.Set priority.
C.Identify possible causes.
D.Plan involvement.
Answer: C

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NO.3 Once you have found the cause of a problem, you should use Think Beyond the Fix to prevent
recurrence.What are two ways to Think Beyond the Fix?
A.Extend the cause, extend the fix.
B.Identify likely causes, take preventive action.
C.Identify distinctions, identify changes.
D.Identify likely effects, plan contingent action.
Answer: A

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NO.4 When confirming the most probable cause, you should choose methods that are
A.Easiest, quickest, cheapest, safest, surest.
B.Things that you can do right now.
C.Acceptable to everyone who will be involved.
D.Able to be done experimentally i.e.not in live.
Answer: A

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NO.5 In Decision Analysis, actions to reduce risk:
a)Take a great amount of planning.
b)Can be done quickly and simply.
c)Should only be done when the risks are high.
d)Should bring risk to an acceptable level.
A.a and b.
B.b and d.
C.c only.
D.d only.
Answer: B

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NO.6 When looking at the Performance System, which is the correct sequence?
A.Situation, Performer, Response, Feedback, Consequences.
B.Consequences, Feedback, Situation, Performer, Response.
C.Situation, Performer, Response, Consequences, Feedback.
D.Performer, Feedback, Situation, Consequences, Response.
Answer: C

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NO.7 When generating alternatives why is an expanded number of choices desirable?
A.To make sure any 'pet' alternatives are considered.
B.To increase the chances of picking a winner.
C.To ensure a complete, balanced set of alternatives.
D.To ensure the recommendation gets approved.
Answer: C

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NO.8 Why are Turnaround Questions used when developing a problem specification?
A.To drill down to the most specific answer.
B.To get lots of information.
C.When you stop making progress
D.To involve more people.
Answer: A

ISEB examen   BH0-009 examen   BH0-009

NO.9 Which of the following activities would initially help identify how green an organisation currently is?
A. Developing a Stakeholder Map.
B. Drafting an action register.
C. Holding a fact-finding workshop.
D. Creating a carbon accounting system.
Answer: C

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NO.10 The purpose of the problem specification is:
a.To document a factual description of the problem.
b.To show the boundaries of the problem.
c.To help eliminate possible causes.
d.To help identify distinctions.
A.a and c.
B.a, b and c.
C.b and d.
D.All of the above
Answer: D

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Code d'Examen: BH0-009
Nom d'Examen: ISEB (ITSM Foundation Certificate in Problem & Incident Management)
Questions et réponses: 75 Q&As

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NO.1 When confirming the most probable cause, you should choose methods that are
A.Easiest, quickest, cheapest, safest, surest.
B.Things that you can do right now.
C.Acceptable to everyone who will be involved.
D.Able to be done experimentally i.e.not in live.
Answer: A

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NO.2 Why are Turnaround Questions used when developing a problem specification?
A.To drill down to the most specific answer.
B.To get lots of information.
C.When you stop making progress
D.To involve more people.
Answer: A

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NO.3 In the Balance of Consequences, which of the consequence types should be used first to drive
behavioural change?
a)Immediate Positive.
b)Immediate Negative.
c)Delayed Positive.
d)Delayed Negative.
A.a and b.
B.c and d.
C.a only.
D.b only.
Answer: C

ISEB   BH0-009   BH0-009   BH0-009 examen

NO.4 The purpose of the problem specification is:
a.To document a factual description of the problem.
b.To show the boundaries of the problem.
c.To help eliminate possible causes.
d.To help identify distinctions.
A.a and c.
B.a, b and c.
C.b and d.
D.All of the above
Answer: D

ISEB   certification BH0-009   BH0-009

NO.5 Once you have found the cause of a problem, you should use Think Beyond the Fix to prevent
recurrence.What are two ways to Think Beyond the Fix?
A.Extend the cause, extend the fix.
B.Identify likely causes, take preventive action.
C.Identify distinctions, identify changes.
D.Identify likely effects, plan contingent action.
Answer: A

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NO.6 Which of the following activities is NOT part of Situation Appraisal?
A.Identify concerns.
B.Set priority.
C.Identify possible causes.
D.Plan involvement.
Answer: C

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NO.7 When looking at the Performance System, which is the correct sequence?
A.Situation, Performer, Response, Feedback, Consequences.
B.Consequences, Feedback, Situation, Performer, Response.
C.Situation, Performer, Response, Consequences, Feedback.
D.Performer, Feedback, Situation, Consequences, Response.
Answer: C

certification ISEB   BH0-009   BH0-009

NO.8 When generating alternatives why is an expanded number of choices desirable?
A.To make sure any 'pet' alternatives are considered.
B.To increase the chances of picking a winner.
C.To ensure a complete, balanced set of alternatives.
D.To ensure the recommendation gets approved.
Answer: C

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NO.9 Which of the following activities would initially help identify how green an organisation currently is?
A. Developing a Stakeholder Map.
B. Drafting an action register.
C. Holding a fact-finding workshop.
D. Creating a carbon accounting system.
Answer: C

certification ISEB   BH0-009 examen   BH0-009   certification BH0-009

NO.10 In Decision Analysis, actions to reduce risk:
a)Take a great amount of planning.
b)Can be done quickly and simply.
c)Should only be done when the risks are high.
d)Should bring risk to an acceptable level.
A.a and b.
B.b and d.
C.c only.
D.d only.
Answer: B

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Code d'Examen: ISEB-BA1

Nom d'Examen: ISEB (Foundation Certificate in Business Analysis)

Questions et réponses: 160 Q&As

Code d'Examen: BH0-009

Nom d'Examen: ISEB (ITSM Foundation Certificate in Problem & Incident Management)

Questions et réponses: 75 Q&As

Code d'Examen: BH0-010

Nom d'Examen: ISEB (BCS Certified Tester Foundation Level 2011 syllabus)

Questions et réponses: 123 Q&As

Code d'Examen: BH0-008

Nom d'Examen: ISEB (ISEB Foundation Certificate in Green IT)

Questions et réponses: 80 Q&As

Code d'Examen: BH0-007

Nom d'Examen: ISEB (ISEB Intermediate Certificate in Software Testing)

Questions et réponses: 25 Q&As

Code d'Examen: BH0-006

Nom d'Examen: ISEB (ITIL V3 Foundation Certificate in IT Service Management)

Questions et réponses: 418 Q&As

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NO.1 Which of the following is NOT the responsibility of the Service Catalogue Manager?
A.Ensuring that information in the Service Catalogue is accurate
B.Ensuring that information within the Service Pipeline is accurate
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 CatalogueWArialZ
ANSWER: b

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NO.2 Defining the processes needed to operate a new service is part of:
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 WArialZ
ANSWER: a

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NO.3 The consideration of business outcomes and value creation are principles of which part of the Service
Lifecycle?
A.Continual Service Improvement
B.Service Strategy
C.Service Design
D.Service TransitionWArialZ
ANSWER: b

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NO.4 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)?WArialZ
ANSWER: c

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NO.5 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 WArialZ
ANSWER: b

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NO.6 Which of the following activities are helped by recording relationships between Configuration Items
(CIs)?
1. Assessing the impact and cause of Incidents and Problems
2. Assessing the impact of proposed Changes
3. Planning and designing a Change to an existing service
4. Planning a technology refresh or software upgrade
A.1 and 2 only
B.All of the above
C.1, 2 and 4 only
D.1, 3 and 4 onlyWArialZ
ANSWER: b

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NO.7 Which of the following is NOT a benefit of using public frameworks and standards?
A.Knowledge of public frameworks is more likely to be widely distributed
B.They are always free ensuring they can be implemented quickly
C.They are validated across a wide range of environments making them more robust
D.They make collaboration between organizations easier by giving a common language WArialZ
ANSWER: b

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NO.8 Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities
A.1 and 3 only
B.All of the above
C.2 and 4 only
D.1, 2 and 4 only WArialZ
ANSWER: d

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NO.9 What would you use the seven Rs of Change Management for?
A.To assist with the impact analysis for a Change request
B.To review changes after they have been implemented
C.To allocate the roles and responsibilities during the Change Management process
D.To act as a framework for implementing a ChangeWArialZ
ANSWER: a

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NO.10 Which processes review Underpinning Contracts on a regular basis?
A.Supplier Management and Service Level Management
B.Supplier Management and Demand Management
C.Demand Management and Service Level Management
D.Supplier Management, Demand Management and Service Level Management WArialZ
ANSWER: a

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NO.11 Which stage of the Change Management process deals with what should be done if the change is
unsuccessful?
A.Remediation Planning
B.Categorization
C.Prioritization
D.Review and Close WArialZ
ANSWER: a

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NO.12 Which process is responsible for recording the current details, status, interfaces and dependencies of
all services that are being run or being prepared to run in the live environment?
A.Service Level Management
B.Service Catalogue Management
C.Demand Management
D.Service TransitionWArialZ
ANSWER: b

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NO.13 Which of the following do Technology metrics measure?
A.Components
B.Processes
C.The end to end service
D.Customer satisfactionWArialZ
ANSWER: a

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NO.14 Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and
Partners"?
A.Suppliers, manufacturers and vendors
B.Customers
C.Internal departments
D.The Facilities Management function WArialZ
ANSWER: a

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NO.15 Which of the following do Service Metrics measure?
A.Processes and functions
B.Maturity and cost
C.The end to end service
D.Infrastructure availability WArialZ
ANSWER: c

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NO.16 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 WArialZ
ANSWER: c

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NO.17 Which is the BEST definition of a Configuration Item (CI)?
A.An item of hardware or software registered in the asset database
B.A collection of information used to describe a hardware or software item
C.An asset, service component or other item that is, or will be, under the control of Configuration
Management
D.Information recorded by the Service Desk when an Incident is reportedWArialZ
ANSWER: c

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NO.18 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 WArialZ
ANSWER: c

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NO.19 Which of the following is NOT an example of a Service Provider Type?
A.Internal service provider
B.External service provider
C.Third-party provider
D.Shared services unit WArialZ
ANSWER: c

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NO.20 In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned
by which set of activities?
A.Baseline assessments
B.Service and process improvements
C.Taking measurements and recording metrics
D.Setting measurement targetsWArialZ
ANSWER: b

ISEB   BH0-006 examen   BH0-006

NO.21 Which of the following is a responsibility of Supplier Management?
A.Development, negotiation and agreement of Service Level Agreements (SLAs)
B.Development, negotiation and agreement of contracts
C.Development, negotiation and agreement of the Service Portfolio
D.Development, negotiation and agreement of organizational Level Agreements (OLAs)WArialZ
ANSWER: b

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NO.22 A Known Error has been raised after diagnosis of a Problem was complete but before a workaround
has been found. Is this a valid approach?
A.Yes
B.No, the workaround must be found before a Known Error is created
C.No, a Known Error can only be raised after the permanent resolution has been implemented
D.No, a Known Error must be raised at the same time as a problemWArialZ
ANSWER: a

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NO.23 What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources WArialZ
ANSWER: c

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NO.24 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 WArialZ
ANSWER: b

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NO.25 "Service Management is a set of specialised organizational capabilities for providing value to
customers in the form of services".
These specialised organizational capabilities include which of the following?
A.Applications and Infrastructure
B.Functions and Processes
C.Service Pipeline and Service Catalogue
D.Markets and Customers WArialZ
ANSWER: b

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NO.26 Which process is responsible for discussing reports with customers showing whether services have
met their targets?
A.Continual Service Improvement
B.Business Relationship Management
C.Service Level Management
D.Availability ManagementWArialZ
ANSWER: c

ISEB   certification BH0-006   BH0-006

NO.27 Within Service Design, what is the key output handed over to Service Transition?
A.Measurement, methods and metrics
B.Service Design Package
C.Service Portfolio Design
D.Process definitions WArialZ
ANSWER: b

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NO.28 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 WArialZ
ANSWER: c

ISEB examen   certification BH0-006   certification BH0-006

NO.29 Which of the following activities is NOT a part of the Deming Cycle?
A.Act
B.Plan
C.Do
D.Coordinate WArialZ
ANSWER: d

ISEB   BH0-006   BH0-006 examen

NO.30 A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined,
including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
A.1, 2 and 3 only
B.All of the above
C.1 and 2 only
D.1, 2 and 4 only WArialZ
ANSWER: a

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