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Exam Code: BH0-011Exam Name: BCS Intermediate certificate in EU Code of Conduct for Data
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Exam Code: BH0-013Exam Name: Foundation Certificate in Business Analysis
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Exam Code: ITILF2011Exam Name: The ITIL Foundation - 2011
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ITILF2011 Exam Prep Total Q&A: 198 Questions and Answers
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NO.1 Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B
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NO.2 Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
Answer: C
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NO.3 Which process or function is responsible for monitoring activities and events in the IT
infrastructure?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
Answer: B
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NO.4 At which stage of the service lifecycle should the processes necessary to operate a new service
be defined?
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
Answer: A
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NO.5 The design of IT services requires the effective and efficient use of "the four Ps". What are
these four Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C
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NO.6 Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
Answer: D
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NO.7 Which of the following is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist
Answer: B
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NO.8 Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often
undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A
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