ISEB BH0-009ITSM Foundation Certificate in Problem & IncidentManagementVersion: 4.0QUESTION NO: 1What are the key components of a Problem Statement?A. Object and DeviationB. Distinction and ChangeC. Should and ActualD. Choice word, Result and one or two key modifiers.Answer: AExplanation:QUESTION NO: 2You have noticed over the last month that the main conference room on your floor is always toocold. In fact, it is so cold that it is impossible to complete meetings that last longer than thirtyminutes. People have even started wearing gloves and scarves to meetings. You have triedchanging the setting on the thermostat, but that doesnt seem to help. Which of the following is aCorrective Action?A. Tell your co-workers to wear gloves to all meetings.B. Buy a heater and put it in the conference room.C. Call maintenance and get them to do a Problem AnalysisD. Move all your meetings to another conference roomAnswer: CExplanation:QUESTION NO: 3Once you have found the cause of a problem, you should use Think Beyond the Fix to preventrecurrence. What are two ways to Think Beyond the Fix?A. Extend the cause, extend the fix.B. Identify likely causes, take preventive action.C. Identify distinctions, identify changes.D. Identify likely effects, plan contingent action.Answer: AExplanation:ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 2QUESTION NO: 4What are the names given to the different types of action represented by the letters X & Y in thediagram below?A. Preventive and ContingentB. Promoting and CapitalisingC. Protective and conditionalD. Corrective and AdaptiveAnswer: BExplanation:QUESTION NO: 5Which of the following is NOT an example of current impact data in priority setting?A. 60 users are affectedB. If we don't replace the safety barrier now, someone could get injured.C. Our customers are starting to complain.D. Productivity is up by 25%.Answer: BExplanation:ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 3QUESTION NO: 6Customers have been complaining about a defective part for one week. This part is the only partyou make using steel, and is made to the most exacting standards. You added a second steelsupplier last month. A reasonable possible cause is:A. Your equipment is poorly suited to machine steel.B. Your new vendor is supplying substandard steel.C. The part needs to be redesigned to make it easier to manufacture.D. The part is not well-enough designed to meet customer expectations.Answer: BExplanation:QUESTION NO: 7In the diagram below, what is X?A. Improvement.B. Opportunity.C. Deviation.D. Change.Answer: CExplanation:QUESTION NO: 8How many objectives does a decision analysis need?ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 4A. At least six.B. No more than 10 - the decision will become too difficult to make.C. As many as you need as long as at least one is a Must.D. As many as you need.Answer: DExplanation:QUESTION NO: 9The four areas that a successful troubleshooting implementation should address are:A. Performance System Integration, Skill Development, Process Integration, On the job Coaching.B. Management Systems, Call Handling Skills, Technical Knowledge, Troubleshooting Approach.C. ITIL Training, Process Training, Process Integration, Technical Training.D. Performance System Integration, Individual Development Planning, tooling, TechnicalMentoring.Answer: AExplanation:QUESTION NO: 10Ingrid has to decide which of three clerks who work for her should be promoted to supervisor.They have all done excellent work as clerks, and they all deserve the extra money a promotion likethis would provide. Ingrid should:A. Give the position to the most senior employee, whether qualified or not.B. Clarify the skills needed in the supervisor position, the skills possessed by the three clerks, andexamine which clerk fits the needs the most closelyC. Maintain the status quo - the risk of promoting one clerk could upset the whole teamD. Advertise externally for senior clerksAnswer: BExplanation:QUESTION NO: 11Why is it important to record data when resolving issues?ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 5a) To be able to share information with others.b) To minimize the chance for misunderstanding.c) To avoid forgetting any information.d) To add to the knowledge base.A. a and bB. c and dC. b, c and dD. All of the aboveAnswer: DExplanation:QUESTION NO: 12What is different between Think Beyond the Fix and Potential Problem Analysis?A. Potential problem analysis considers what might go wrong with the fix.B. Think beyond the fix is used to protect corrective actionsC. Think beyond the fix extends your thinking about the cause and the fix.D. They are basically the sameAnswer: CExplanation:QUESTION NO: 13The Operations Manager is having problems with the computer system; she cannot print herinventory report. The database seems to be corrupted, unless it is a hardware problem. There is abackup system in another building. She also wants to train a co-worker so that she can take aplanned vacation next week. Which of the following is NOT a separated or clarified concern?A. Find cause for why system won't print reportB. It is so difficult to try to take a vacation around hereC. Can co-worker be trained to fill my job in timeD. Select a way to get the report printedAnswer: BISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 6Explanation:QUESTION NO: 14Distinctions are the new information gathered from the comparison of what?A. Musts and Wants.B. Preventive and contingent actionsC. Is and Is Not specification data.D. Possible Causes and Most Probable Cause.Answer: CExplanation:QUESTION NO: 15Pam has noticed that the company system has difficulty keeping track of people who have multipleaccounts addresses get lost or changed,, account amounts get transposed, all kinds of thingsseem to happen. What action(s) should Pam take?A. Pam should keep quiet about this in case someone finds out about it.B. Pam should recommend that no-one be allowed to have more than one account the companyshould not have to deal with these kinds of issues.C. Pam should gather more data about these issues and get a sense of their types, locations,timing and frequency.D. Pam should correct the mistakes and put systems in place to flag these issues as they arise infuture.Answer: CExplanation:QUESTION NO: 16The four key steps of Potential Problem Analysis are:A. Identify Potential Problems, Identify Likely Causes, Take Preventive Action, Plan ContingentAction and Set Triggers.B. State the Action, Identify Potential Problems, Plan Preventive Action, Plan Contingent Action.ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 7C. Identify Potential Problems, Identify Possible Causes, Evaluate Possible Causes, PlanContingent Actions.D. Identify Potential Problems, Identify Likely Causes, Take Promoting Action, Plan CapitalizingAction and Set TriggersAnswer: AExplanation:QUESTION NO: 17The Feedback in the Performance System Model can best be described as:A. Events or information that encourage or discourage the Performer.B. Performance based information that Performers receive about progress towards a goal.C. A Thank You from the manager to the Service desk technician.D. An annual appraisalAnswer: BExplanation:QUESTION NO: 18The Service Desk Manager takes a call from an angry customer who feels that the servicing wasnot done correctly the first time and that the service person was rude. There have been severalcomplaints about this service person. The Service Desk Manager should:A. Remove the service person from his position immediately.B. Start with a more in-depth appraisal of the situation.C. Analyse the complaints together and simultaneously.D. Find the cause for the most serious complaint first, then see how that cause might explain theother complaints.Answer: BExplanation:QUESTION NO: 19Which words complete the following sentences that determine the conditions that must exist forProblem Analysis to be appropriate?ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 8i) Do we have a __________?ii) Is the __________ unknown?iii) Do we need to know the __________ to take meaningful _________?A. Deviation, symptom, experts, action.B. Problem, cause, symptom, action.C. Deviation, cause, cause, action.D. Deviation, effect, cause, next steps.Answer: CExplanation:QUESTION NO: 20What are the three key components of a decision statement?A choice word plus?What are the three key components of a decision statement?A choice word plusA. An activity and 1 or 2 key modifiers.B. A result and 1 or 2 key modifiersC. Key objectives and alternatives.D. Time and costAnswer: BExplanation:QUESTION NO: 21Why are Turnaround Questions used when developing a problem specification?A. To drill down to the most specific answer.B. To get lots of information.C. When you stop making progressD. To involve more people.ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 9Answer: AExplanation:QUESTION NO: 22Which should you consider LEAST when involving others to resolve a concern?A. I like working with Sam; she always has lots of fresh ideas.B. Nicholas knows more about these machines than anyone.C. If I don't get Steve's opinion on this, I'm sure to hear about it later.D. I worked on this with Tracy last time, and whilst she doesn't know much about the product she'sgood at driving the process.Answer: CExplanation:QUESTION NO: 23The purpose of the problem specification is:a) To document a factual description of the problem.b) To show the boundaries of the problem.c) To help eliminate possible causes.d) To help identify distinctions.A. a and cB. a, b and cC. b and dD. All of the aboveAnswer: DExplanation:QUESTION NO: 24How many risks can you have for an alternative you choose?ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 10A. One serious risk if it can be managed.B. Several risks if none of them are serious.C. Unlimited.D. It depends upon how risk averse the decision maker is.Answer: CExplanation:QUESTION NO: 25Which letter in the Venn diagram below represents the area of distinction?A. AB. BC. CD. DAnswer: BExplanation:QUESTION NO: 26Which Kepner Trego process should be used when planning a future event so that it goes reallywell?A. Situation AppraisalB. Problem AnalysisC. Decision AnalysisD. Potential Problem (Opportunity) AnalysisAnswer: DISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 11Explanation:QUESTION NO: 27In Problem Analysis, the Problem Statement:A. States the concern.B. Must include the object and the deviation.C. States the purpose of the analysis.D. Describes the problem in detail.Answer: BExplanation:QUESTION NO: 28In Problem Analysis, what is the rationale for asking the s and s Not questions in pairs?A. To avoid forgetting any questions.B. To help generate closely related s Not information.C. It's quicker than testing against the s and s Not data individually.D. All of the aboveAnswer: BExplanation:QUESTION NO: 29The Health and Safety Team are conducting a potential problem analysis on the risk of a firestarting in their new building. Which of the following is a preventive action?A. Install fire doors throughout the building.B. Test the fire alarm regularly.C. Train members of staff in how to fight firesD. Implement a good 'housekeeping' policyAnswer: DExplanation:ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 12QUESTION NO: 30List the following Problem Analysis steps in their proper sequenceA. Identify possible causes. State the problem. Confirm true cause. Specify the problem. Evaluatepossible causes to determine the most probable cause.B. State the problem. Confirm true cause. Specify the problem. Evaluate possible causes todetermine the most probable cause. Identify possible causes.C. State the problem. Specify the problem. Evaluate possible causes to determine the mostprobable cause. Identify possible causes. Confirm true cause.D. State the problem. Specify the problem. Identify possible causes. Evaluate possible causes todetermine the most probable cause. Confirm true cause.Answer: DExplanation:QUESTION NO: 31Nina has seen the volume of sales in her district rise steadily over the past 3 months and does notknow why. Her colleagues are mystified as sales in all other regions have remained flat. Ninashould:A. Delay invoicing of customers to ensure sales are spread evenly across the year.B. Investigate what's causing the increase.C. Ignore it - it's probably a temporary blip.D. Increase her sales forecast for the remainder of the year.Answer: BExplanation:QUESTION NO: 32Risks can be quantified by assessing ___________ and ___________.A. Likelihood, importance.B. Probability, benefitC. Possibility, impactISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 13D. Probability, seriousnessAnswer: DExplanation:QUESTION NO: 33Stacy leads a customer financing department and has seen the error rate on new loans soar overthe last month. Prior to that, the department's error rate was nearly zero and had been stable forover a year. Which evidence would be most relevant to determining the cause of this increase?A. The department lost three people out of a staff of twenty six months ago.B. The department switched to new loan-qualification software less than five weeks ago.C. The bank acquired the existing loan portfolio of a competitor three weeks ago.D. The error has always been there, but a new algorithm introduced two weeks ago now exposesthe problem.Answer: BExplanation:QUESTION NO: 34Problems, choices and actions occur throughout a busy schedule. Select the appropriate Kepner-Tregoe process that would help resolve the following concern: Who will manage the Chicagooffice?A. Situation AppraisalB. Problem Analysis.C. Decision Analysis.D. Potential Problem (Opportunity) Analysis.Answer: CExplanation:QUESTION NO: 35Potential Problem Analysis is MOST similar to which other Kepner-Tregoe process?ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 14A. Situation Appraisal.B. Problem Analysis.C. Decision Analysis.D. Think Beyond the FixAnswer: DExplanation:QUESTION NO: 36In Decision Analysis, Objectives have what purpose?A. Allow others to have input into the decision.B. Allow alternatives to be evaluated fairly.C. Make the choice less risky.D. Help make the decision more quickly.Answer: BExplanation:QUESTION NO: 37You are the manager of the data entry department. You have fifteen data entry people working foryou. Since last spring, Lisa has started to make many more errors. All the people working there,including Lisa, have been working there for some time, and are able to do their jobs. Which of thefollowing is NOT an example of s and s Not for the problem with Lisa?A. Data entry for the XF product versus the XG product.B. Transposed numbers versus spelling errors.C. Mistakes versus correct data entry.D. In the customer information field versus the other fields.Answer: CExplanation:QUESTION NO: 384,000 incidents per year are handled by the Service desk during a 40 week year. 10% turn out tobe problems, and half of those problems are new, and not in the Known Error Database. With fiveISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 15problem managers working the incoming problems, how many Problem Statements andSpecifications would you expect each Problem Manager to begin every week?A. It depends whether the Problem Managers are also involved in the Incident Managementprocess.B. One.C. Two.D. It depends on how long it takes to resolve each problem.Answer: BExplanation:QUESTION NO: 39Good Situation Appraisal:A. Should be done in a groupB. Takes planning and preparationC. Can be done anywhere, anytimeD. Will always require priority settingAnswer: CExplanation:QUESTION NO: 40Situation Analysis takes many forms. You can use it to:a) Keep notes of meetings and identify action items and responsibilities.b) Keep control over your inbox or receive e-mails.c) Keep a daily to-do list.d) Delegate tasks and monitor activity completion.A. a, b and dB. b onlyC. A and cD. All of the aboveISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 16Answer: DExplanation:QUESTION NO: 41When looking at the Performance System, which is the correct sequence?A. Situation, Performer, Response, Feedback, Consequences.B. Consequences, Feedback, Situation, Performer, Response.C. Situation, Performer, Response, Consequences, Feedback.D. Performer, Feedback, Situation, Consequences, Response.Answer: CExplanation:QUESTION NO: 42A Service Desk Agent is reasonably sure that they know the cause of a problem with which theyare dealing. What is their next course of action?A. Specify the problem.B. Fix the problem.C. Test Possible Causes.D. Confirm True Cause.Answer: DExplanation:QUESTION NO: 43When confirming the most probable cause, you should choose methods that are?A. Easiest, quickest, cheapest, safest, surestB. Things that you can do right nowC. Acceptable to everyone who will be involvedD. Able to be done experimentally i.e. not in liveAnswer: AISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 17Explanation:QUESTION NO: 44In Decision Analysis, actions to reduce risk?a) Take a great amount of planning.b) Can be done quickly and simply.c) Should only be done when the risks are high.d) Should bring risk to an acceptable level.A. a and bB. b and dC. c onlyD. d onlyAnswer: BExplanation:QUESTION NO: 45How is Situation Appraisal different from other KT rational processes?A. It is the most sequential, most step-by-step rational process.B. It does not resolve any concerns.C. It alone leads to another process.D. It does not resolve any concerns and it alone leads to another process.Answer: BExplanation:QUESTION NO: 46Which of the following is a closed question?ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 18A. What else could go wrongB. Why did that happenC. Is there a deadlineD. How do you knowAnswer: CExplanation:QUESTION NO: 47The best way to prevent a problem is toA. Allow extra time and money.B. Involve people in your choice.C. Ensure you have a contingency plan.D. Think about and remove the likely causes for the problem.Answer: DExplanation:QUESTION NO: 48What is the following statement an example of What caused the causeA. PinpointingB. Dead Time AnalysisC. Root Cause AnalysisD. Thinking beyond the fixAnswer: DExplanation:QUESTION NO: 49Which of the following are sources for Distinctions?a) Conditions external to the object.ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 19b) Equipment settings and instructions.c) Set up Installation.d) Inputs and Outputs.A. b and cB. a and dC. d onlyD. All of the aboveAnswer: DExplanation:QUESTION NO: 50When Questioning the void when is the void reached?A. After one hour.B. When you stop making progress.C. When Answers contradict earlier Answers.D. When the number of potential questions appears limitless.Answer: BExplanation:QUESTION NO: 51How does an action statement help in Potential Problem Analysis?A. It helps focus on what we want to protect.B. It provides the basis for feedback later.C. It defines who should do what.D. It ensures we consider all conceivable risks associated with that action.Answer: AExplanation:ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 20QUESTION NO: 52The Service Desk has just received a complaint from the Head of Finance because he cannotsend or receive e-mails. The Service Desk should first?A. Inform the Head of Finance that they are doing some routine maintenance on the mail serverand that service should be restored in an hour.B. Ask the Head of Finance what problems this is causing him.C. Start Problem Analysis immediately - the Head of Finance is clearly angry and will need anAnswers quickly.D. Switch the Head of Finances mail account to another server.Answer: BExplanation:QUESTION NO: 53When might a problem solver look at Confirming the should?A. Looking at start-up problems.B. Questioning to the void.C. Considering Current Impact, Future Impact and Timeframe.D. Separating and Clarifying.Answer: AExplanation:QUESTION NO: 54When generating alternatives why is an expanded number of choices desirable?A. To make sure any 'pet' alternatives are considered.B. To increase the chances of picking a winner.C. To ensure a complete, balanced set of alternatives.D. To ensure the recommendation gets approved.Answer: CExplanation:ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 21QUESTION NO: 55A Service Desk handles 2,000 calls per quarter. When analysing the calls closed to categorise thetypes of work that was done, 25% were known errors, 25% are new problems requiring SituationAppraisal and Problem Analysis (of which 10% required escalation) and 50% turned out to beQuestions and requests for readily available information. In the quarter, how many times wouldyou expect Situation Appraisal to have been used?A. 500 timesB. 550 timesC. 1,000 timesD. 2,000 times or moreAnswer: DExplanation:QUESTION NO: 56Which of the following activities is NOT part of Situation Appraisal?A. Identify concerns.B. Set priority.C. Identify possible causes.D. Plan involvement.Answer: CExplanation:QUESTION NO: 57At which stage of Situation Appraisal may you encounter Reality Confusion?A. Consider current impact.B. Separate and clarify concerns.C. List threats and opportunities.D. Consider future impact.Answer: BExplanation:ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 22QUESTION NO: 58When looking at fluctuating start-up problems, where would the IS NOTbe found?A. The average performance.B. The expected performance.C. Lowest point of actual performance.D. Highest point of actual performance adjacent to the ISAnswer: CExplanation:QUESTION NO: 59Waiting for a maintenance window is BEST described as?A. Lost timeB. Hidden timeC. Dead timeD. Opportunity timeAnswer: CExplanation:QUESTION NO: 60What is the purpose of Mustobjectivesa) To identify measurable and realistic alternatives.b) To separate what is required from what is desired.c) To limit the number and range of alternatives.d) To keep us from considering alternatives which dont make sense.A. a onlyB. a, b, and cISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 23C. b, c and dD. All of the aboveAnswer: DExplanation:QUESTION NO: 61What are the key components of an Action Statement?A. Action, Person Responsible, Timeframe.B. Action, Result, Modifiers.C. Action, Timeframe, Cost.D. Action, Timeframe, Cost, Person Responsible.Answer: BExplanation:QUESTION NO: 62Which of the following is the BEST description of Process and Content Questions?A. Process questions demonstrate logical thinking while Content questions probe for specific detailabout a situation.B. Process and Content questions are both used for the same purposes.C. Content questions verify accuracy and completeness of information while Process questionsprobe for specific details.D. Process questions are used to process relevant information for resolving concerns whileContent questions demonstrate logical thinking.Answer: AExplanation:QUESTION NO: 63You have used your knowledge and experience to come up with possible causes, but none cometo mind immediately. You decide to try distinctions and changes to drive your knowledge andexperience. What question would you ask first?ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 24A. Is it new information about the ISIS NOT pairB. What would the experts sayC. Is it true only of the ISD. What is different, odd, special, or unusual about the IS compared to the IS NOTAnswer: DExplanation:QUESTION NO: 64The priority of a problem should be derived fromA. When the problem occurred.B. Impact and urgency.C. When the problem was reported.D. Impact.Answer: BExplanation:QUESTION NO: 65At which stage of the Performance System would Performance expectations, Signals to performand Work environment be taken into account?A. Situation.B. Performer.C. Response.D. Consequences.Answer: AExplanation:QUESTION NO: 66Sales in your kitchen appliance store are down. Microwave oven sales are down the most;refrigerator and washing machine sales down a little. This has happened for each of the last fourmonths. To solve the problem, what is the logical order in which to ask the following questions?ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 25a) What should we do to reverse this sales trendb) What is different about microwave ovens when compared to the other productsc) What changed about the time the fall in sales startedd) What could explain why microwave oven sales are low but not the other products e)What other kitchen appliance sales could be affected, but are notA. a, b, c, d, eB. e, d, c, b, aC. a, c, d, e, bD. e, b, c, d, aAnswer: DExplanation:QUESTION NO: 67A company has been losing customers in Region C for the last six months. Region C is closest toour competitor's factory, has fewer wealthy customers, and is warmer than other regions. What isthe most probable cause?A. Something around Region C must have changed about six months ago.B. Customers have probably been dissatisfied for years, but just happened to switch tocompetitors six months ago.C. Something about our product must have changed six months ago.D. Something about our product must have changed nine months ago.Answer: AExplanation:QUESTION NO: 68When Extending the cause which of the following would NOT be an appropriate questionA. What other damage could this cause create.B. How long has the cause existedC. Where else could this cause create problems.D. What caused the cause.ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 26Answer: BExplanation:QUESTION NO: 69What is the purpose of auditing objectives?A. To ensure all interested parties have been consulted.B. To understand the risk of choosing an alternative.C. To ensure a complete and balanced set of objectives.D. To ensure there are enough regulatory objectives.Answer: CExplanation:QUESTION NO: 70A Project team has to implement a software upgrade plan. They have never done this before.They know that there are areas of the plan that seem like they might take more time or cost moremoney than the plan allows. They should?A. Ignore the trouble spots.B. Consider any steps they might take that would minimise the probability of a problem occurring.C. Consider any steps they might take that would maximize the probability of finishing those tasksahead of schedule.D. Pass the task onto a more experienced project team.Answer: BExplanation:QUESTION NO: 71The Consequences in the Performance System Model can best be described as?A. Events that follow a Response and increase or decrease the probability that the behavior willoccur again.B. Thanks by a customer to a Service Desk technician will likely mean the technician will repeatthe fix elsewhere.ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 27C. Balancing the overall consequences to influence performance overall.D. Discouraging or negative consequences that reduce the probability of the response recurring.Answer: AExplanation:QUESTION NO: 72Effective questioners understanda) The intent behind their questions.b) The assumptions they have made.c) The importance of choosing words carefully.d) Where they are likely to get the Answers.A. a, b and cB. b, c, and dC. a and dD. All of the aboveAnswer: DExplanation:QUESTION NO: 73In the Balance of Consequences, which of the consequence types should be used first to drivebehavioral change?a) Immediate Positive.b) Immediate Negative.c) Delayed Positive.d) Delayed Negative.A. a and bB. c and dC. a onlyISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 28D. b onlyAnswer: CExplanation:ISEB BH0-009 Exam"A Composite Solution With Just One Click" - Certification Guaranteed 29