Which of the following are basic concepts used in access management?

1. A. Personnel, electronic, network, emergency, identity
2. B. Rights, access, identity, directory services, service/service components
3. C. Physical, personnel, network, emergency, service
4. D. Normal, temporary, emergency, personal, group

Correct Answer: B

Which of the following is the correct definition of an outcome?

1. A. The results specific to the clauses in a service level agreement (SLA)
2. B. The result of carrying out an activity, following a process or delivering an IT service
3. C. All the accumulated knowledge of the service provider
4. D. All incidents reported to the service desk

Correct Answer: B

How does Problem Management work with Change Management?

1. A. By installing changes to fix problems
2. B. By negotiating with Incident Management for changes in IT for Problem resolution
3. C. By issuing RFCs for permanent solutions
4. D. By working with users to change their IT configurations

Correct Answer: C

Which process is responsible for ensuring that appropriate testing takes place?

1. A. Knowledge management
2. B. Release and deployment management
3. C. Service asset and configuration management
4. D. Service level management

Correct Answer: B

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

1. A. Service operation
2. B. Service transition
3. C. Continual service improvement
4. D. Service strategy

Correct Answer: C