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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
Q & A: 418 Q&As

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
C. Internal Service provider, External Service provider, Outsourced 3rd Party
D. Internal Service provider, External Service provider, Shared Service Provider
Answer: D

Which of the following CANNOT be stored and managed by a tool?
A. Data
B. Knowledge
C. Wisdom
D. Information
Answer: C

Which process is responsible for frequently occurring changes where risk and cost are low?
A. Incident Management
B. Request Fulfillment
C. Release and Deployment Management
D. Access management
Answer: B

Which of the following statements is CORRECT?
1) The only phase of the Service Management Lifecycle where value can be measured is Service
2) All of the phases of the lifecycle are concerned with the value of IT services
A. Both of the above
B. Neither of the above
C. 2 only
D. 1 only
Answer: C

What is the BEST description of the purpose of Service Operation?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To design and build processes that will meet business needs
D. To deliver and manage IT Services at agreed levels to business users and customers
Answer: D

Which of the following is NOT an aim of the Change Management process?
A. Overall business risk is optimized
B. Standardized methods and procedures are used for efficient and prompt handling of all Changes
C. All budgets and expenditures are accounted for
D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration
Management system
Answer: C

How does Problem Management work with Change Management?
A. By installing changes to fix problems
B. By negotiating with Incident Management for changes in IT for Problem resolution
C. By issuing RFCs for permanent solutions
D. By working with users to change their IT configurations
Answer: C

Which of the following statements is CORRECT?
A. The CMS is part of the Configuration Management Data Base (CMDB)
B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The KEDB and the CMS form part of the larger SKMS
Answer: D

Understanding customer usage of services and how this varies over the Business Lifecycle is part
of which process?
A. Service Portfolio Management
B. Service Level Management
C. Component Capacity Management
D. Demand Management
Answer: D

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 Change
Answer: A

Which of the following is the BEST definition of an Incident?
A. Loss of ability to operate to specification, or to deliver the required output
B. A change of state which has significance for the management of a Configuration Item or IT Service
C. A warning that a threshold has been reached, something has changed, or a failure has occurred
D. An unplanned interruption to an IT service or reduction in the quality of an IT service
Answer: D

The BEST description of the guidance provided by Service Design is?
A. The design and development of new services
B. The design and development of service improvements
C. The design and development of services and service management processes
D. The day-to-day operation and support of services
Answer: C

Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. A method of structuring an organization
D. Responds to specific events
Answer: C

Which role would you MOST expect to be involved in the management of Underpinning
A. IT Designer/Architect
B. Process Manager
C. Service Catalogue Manager
D. Supplier Manager
Answer: D

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
D. Ensuring that all operational services are recorded in the Service Catalogue
Answer: B

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