The Foundation® ITIL (2012 Onwards) (BH0-012) Free Practice Test

Question 1

Which of the following statements BEST describes the aims of release and deployment management?

A. To build, test and deliver the capability to provide the services specified by service design

B. To ensure that all changes can be tracked, tested and verified if appropriate

C. To record and manage deviations, risks and issues related to the new or changed service

D. To ensure that each release package specified by service design consists of a set of related assets and service components

Correct Answer: A

Question 2

Which one of the following does service metrics measure?

A. The end-to-end service

B. Maturity and cost

C. Infrastructure availability

D. Functions

Correct Answer: A

Question 3

Which one of the following includes four stages called Plan, Do, Check and Act?

A. The service lifecycle

B. The seven-step improvement process

C. The Deming cycle

D. The continual service improvement approach

Correct Answer: C

Question 4

Which of the following is an enabler of best practice?

A. Academic research

B. Standards

C. Technology

D. Internal experience

Correct Answer: C

Question 5

Which of the following statements about processes is INCORRECT?

A. They are measurable

B. They are units of organizations

C. They deliver specific results

D. They respond to specific events

Correct Answer: B

Question 6

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase "Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision"?

A. Did we get there?

B. How do we get there?

C. Where are we now?

D. Where do we want to be?

Correct Answer: D

Question 7

Which one of the following is the BEST description of a service level agreement (SLA)?

A. An agreement between the service provider and an internal organization

B. An agreement between a service provider and an external supplier

C. An agreement between the service provider and their customer

D. The part of a contract that specifies the responsibilities of each party

Correct Answer: C

Question 8

A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an if service
4. An if service retirement

A. None of the above

B. All of the above

C. 1, 2 and 4 only

D. 2, 3 and 4 only

Correct Answer: C

Question 9

Which role is responsible for carrying out the activities of a process?

A. Service manager

B. Process practitioner

C. Process owner

D. Change manager

Correct Answer: B

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ISEB The Foundation® ITIL (2012 Onwards) (BH0-012) Free Practice Test