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Exam Code: BH0-006
Exam Name: ITIL V3 Foundation Certificate in IT Service Management
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BH0-006 Exam Questions Total Q&A: 418 Questions and Answers
Last Update: 2014-05-02

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Exam Code: BH0-005
Exam Name: ISEB Certificate in Software Asset Management Essentials
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Exam Code: BH0-013
Exam Name: Foundation Certificate in Business Analysis
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BH0-013 Test Questions Total Q&A: 160 Questions and Answers
Last Update: 2014-05-02

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NO.1 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.2 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.3 "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.4 What does a service always deliver to customers?
A.Applications
B.Infrastructure
C.Value
D.Resources WArialZ
ANSWER: c

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NO.5 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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NO.6 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.7 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.8 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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