Exam Title

: ISEB BH0-001 : IT Service Management Foundation

Version : R6.1

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 1. Which of the following activities is NOT associated with proactive prevention of Problems? A. Problem Classification B. Problem Trend Analysis C. Targeting Support Action D. Providing information about potential problems to the organisation Answer: A 2. In ITSCM, Risk Analysis has three elements used in the calculation to establish risk, which of the following is NOT one of them? A. Asset B. Threat C. Impact D. Vulnerability Answer: C 3. When building a Cost Model, the cost of providing licences for users to access programs from their PCs would be included in: A. Software costs B. Hardware costs C. People costs D. Documentation costs Answer: A 4. Service Management can best be described as: A. The advancement of the business through sound technology B. The advancement of the business through quality IT services C. The better use of technology through partnership with the business D. The better deployment of support resources to recover costs Answer: B 5. For which of the following activities is the Service Desk NOT responsible? A. Escalation B. Categorisation and prioritisation C. Impact analysis D. Root cause identification Answer: D 6. Following the release of a software upgrade to fix a Known Error, which process is responsible for ensuring that the CMDB is updated correctly? A. Change Management
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 B. Problem Management C. Release Management D. Configuration Management Answer: D 7. Which of these statements is correct? 1 Effective Change Management ensures that urgency and impact are used to make decisions on the

scheduling of Changes 2 Change Management controls all aspects of the change process

A. Both of them B. 1 only C. 2 only D. Neither of them Answer: A 8. Which of these is a short-term benefit of introducing Service Level Management? A. Less calls to the Service Desk B. Cost of IT services is reduced C. Customer requirements are established D. Significant improvements in service levels Answer: C 9. Which process is responsible for identifying and recording the root cause of an Incident that leads to a reduction of service availability? A. Incident Management B. Availability Management C. Problem Management D. Service Level Management Answer: C 10. The process to implement SLAs comprises the following activities in which sequence? A. Draft SLAs, review Underpinning Contracts and OLAs, negotiate, catalogue service levels, agree SLAs B. Catalogue services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs C. Review Underpinning Contracts and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs D. Draft SLAs, catalogue services, review Underpinning Contracts and OLAs, establish SLRs, negotiate, agree SLRs Answer: B 11. Which of the following is LEAST likely to be a major source of input to the Capacity Database?
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 A. Technical data B. Contractual data C. Financial data D. Service data Answer: B 12. The term used in an SLA to describe the volume of transactions an IT service can handle is: A. Tuning B. Transaction Response Time C. Reliability D. Throughput Answer: D 13. When would it be appropriate for a configuration audit be undertaken? 1 2 3 4 5 Before and after major changes to the infrastructure At random intervals At regular intervals Before a major Release After recovery from disaster situation

A. 1 and 2 B. 1, 2, 3 and 5 C. 3 and 5 D. All of these Answer: D 14. Which of the following is NOT true? A. Availability Management should contribute to the design and development of new software products B. Availability Management is concerned with the performance of hardware CIs C. Availability Management negotiates availability levels with customers to ensure their requirements are met D. Maintaining the agreed level of confidentiality is a concern of Availability Management Answer: C 15. Which of the following is part of the Incident Management process? A. Ensuring that RFCs are raised for all incidents B. Maintaining the Known Error Database C. Matching Incidents to the Problem Database D. Control of all Problems Answer: C
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 16. Which of the following is most involved with the Incident A. Service Management B. Service Delivery C. Service Support D. Customer Services Answer: C 17. Which of these is the major benefit for the business as a whole to be gained by implementing an Incident Management process? A. Reduction in the number of recurring Incidents B. Reduction in the number of Changes that cause Incidents C. Reduction in the number of network related Incidents D. Reduced business impact of Incidents by their timely resolution Answer: D 18. Which of the following statements best describes the relationship between Change Management and Configuration Management? A. There are no dependencies between Configuration Management and Change Management B. If Change Management is implemented without Configuration Management, the result will be less effective C. Change Management cannot be implemented without Configuration Management D. Change Management and Configuration Management must be implemented simultaneously Answer: B 19. Which of the following is NOT a responsibility of Release Management? A. Design and build of Releases B. Authorising RFCs related to the Release C. Hardware and software audits D. Storage of controlled software Answer: B 20. The Verification activity of Configuration Management is primarily concerned with: A. Reviewing and auditing the infrastructure and CMDB to ensure CIs are correctly recorded B. Establishing the relationship between CIs C. Measuring the level of independent change to the infrastructure D. Controlling changes to the infrastructure Answer: A 21. Why may you need legal advice to deliver comprehensive SLM? A. To understand fully the implications of Underpinning Contracts
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Problem Known Error Change lifecycle?

 B. To ensure that the SLA is legally watertight C. To represent the Service Manager at service review meetings D. To impress the customer Answer: A 22. Which of the following is NOT a technique usually associated with Capacity Management? A. Application Sizing B. Demand Management C. Root Cause Analysis D. Modelling Answer: C 23. How frequently should CAB/EC meetings be held? A. Monthly B. Daily C. Weekly D. As required Answer: D 24. Which of the following is responsible for monitoring Incidents throughout their lifecycle? A. Availability Management B. Service Level Management C. Problem Management D. The Service Desk Answer: D 25. Availability Management is responsible for: 1 2 3 4 The reliability of the IT infrastructure Identifying costs associated with availability requirements The number of changes made to applications The quality of the impact assessment performed on RFCs

A. 1, 2 and 3 B. 1 and 2 C. 2, 3 and 4 D. 1 and 4 Answer: B 26. If the cost of providing network services is based on actual usage during a given period of time, this would be an example of: A. Variable costs
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 B. Depreciation costs C. Fixed costs D. Accommodation costs Answer: A 27. Which is the correct combination of concepts and Service Management processes? %8 %8 %8 %8 A. 1 (h (h (h (h * * * * 1 2 3 4 Vulnerability Maintainability Resource Impact C D A Availability Management B Capacity Management

Incident Management IT Service Continuity Management

D, 2 ?A, 3 ?B, 4 ?C

B. 1 ?C, 2 ?D, 3 ?B, 4 ?A C. 1 ?D, 2 ?C, 3 ?A, 4 ?B D. 1 ?B, 2 ?A, 3 ?C, 4 ?D Answer: A 28. Which of the following statements describes the direct benefits of implementing an ITIL Configuration Management process? 1 2 3 4 5 Controls valuable CIs Facilitates adherence to legal obligations Better alignment of IT services to the business Improves security by controlling versions of CIs in use Increased productivity of users

A. 1, 2 and 4 B. 1, 3, 4 and 5 C. 2 and 4 D. All of these Answer: A 29. Corrective maintenance is performed after a component has failed. What is the ITIL term for the type of scheduled maintenance carried out with the intention of avoiding failures? A. Prescriptive B. Preclusive C. Preventative D. Precautionary Answer: C 30. Many users have contacted the Service Desk to complain that there is no more space in their allocated data storage on the server. To whom should the Service Desk pass this Incident for diagnosis?
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 A. Capacity Manager B. Availability Manager C. Problem Manager D. PC and Network Support Manager Answer: C 31. Gradual Recovery is also referred to as? A. Hot Standby B. Cold Standby C. Reciprocal Arrangement D. Warm Standby Answer: B 32. Charging enables an organisation to: A. Calculate the risk of overspending B. Reduce the risk of overspending C. Identify the cost of Changes D. Recover the costs of IT services from customers Answer: D 33. Which two other Service Management disciplines does Release Management work with most closely? A. Change and Configuration B. Availability and Problem C. Change and Incident D. Configuration and Availability Answer: A 34. Which of these should be included in a Release Policy? 1 2 3 Numbering conventions Definition of acceptance criteria for adding new software to the DSL Policy for issuing emergency releases

A. All three B. 1 and 2 C. 1 and 3 D. 2 and 3 Answer: A 35. Which of the following two processes would be most likely to use resilience techniques? A. Availability and Change B. Capacity and Availability
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 C. Capacity and Release D. Change and Release Answer: B 36. Which of the following best describes why an SLA should contain definitions of terms? A. To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable B. To ensure that both the customer and IT can unambiguously understand the terms in the SLA C. To make sure that all sections in the SLA make sense D. To ensure that the customer understanding of a particular term is the one meant in the SLA Answer: B 37. Which of the following most accurately reflects Incident Management activities? A. Incident detection, logging, investigation, escalation, root cause analysis, resolution and closure B. Incident detection, classification, escalation, Known Error matching, resolution, change recommendation, closure C. Incident detection, logging, classification, initial support, escalation, communication, closure D. Incident detection, recording, classification, initial support, investigation, diagnosis, resolution, recovery and closure and escalation Answer: D 38. Which of these would be LEAST relevant in demonstrating whether the SLM process was working? A. Percentage of Changes successfully backed out B. Percentage of services covered by SLAs C. Number of SLAs due for review D. Evidence of involvement in Major Incident reviews Answer: A 39. Which of the following data is LEAST likely to be used in the Incident Control process? A. Cost of faulty item B. Incident category C. Make/model of faulty item D. Impact code Answer: A 40. Which of the following statements is/are true? A Business Impact Analysis (BIA) should allow an organisation to identify the circumstances under which unavailability of a service will become critical. fully tested ITIL conformant IT Service Continuity plan should ensure that essential IT services can be recovered within the timescales required by the business and within acceptable budgets.?
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