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Exam : Product BH0-006
Title : ITIL V3 Foundation Certificate in IT Service Management


1. Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed in the Service Level Agreement (SLA) is the responsibility of which process?
A. The Service Catalogue Management
B. The Configuration Management
C. The Change Management
D. The Information Security Management
Answer: D

2. Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: A

3. Where should details of a Workaround always be documented?
A. The Service Level Agreement (SLA)
B. The Problem Record
C. The Availability Management Information System
D. The IT Service Continuity Plan
Answer: B

4. Which two processes are MOST likely to be sources of problem detection?
A. Incident and Financial Management
B. Change and Release Management
C. Incident and Event Management
D. Knowledge and Service Level Management
Answer: C

5. Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management
D. To plan and manage the capacity and resource requirements to manage a release
Answer: B

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