Online Access Free BH0-012 Exam Questions

Which one of the following is the BEST definition of an event?

• A.The unknown cause of one or more incidents that have an impact on an if service
• B.Reducing or eliminating the cause of an incident or problem
• C.Any change of state that has significance for the management of a configuration item or IT service
• D.An unplanned interruption to an IT service or a reduction in the quality of an if service

Which process is responsible for discussing reports with customers showing whether services have met their targets?

• A.Service level management
• B.Change management
• C.Continual service improvement
• D.Availability management

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

• A.Service catalogue management
• B.Business relationship management
• C.Capacity management
• D.Availability management

Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites

• A.All of the above
• B.1, 2 and 3 only
• C.1 and 3 only
• D.1, 3 and 4 only

What is a service delivered between two business units in the same organization known as?

• A.Strategic service
• B.Internal service
• C.Delivered service
• D.External service