Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO} of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

1. A. Service Design
2. B. Service Strategy
3. C. Service Operation
4. D. Continual Service Improvement

Correct Answer: A

Access management is responsible for implementing policies defined in which process?

1. A. Service portfolio management
2. B. Information security management
3. C. Change management
4. D. Problem management

Correct Answer: B

Identity and Rights are two major concepts involved in which one of the following processes?

1. A. Access Management
2. B. Facilities Management
3. C. Event Management
4. D. Demand Management

Correct Answer: A

Which of the following is NOT an objective of the Operations Management function?

1. A. Swift application of skills to diagnose any IT Operations failures that occur
2. B. Regular scrutiny and improvements to achieve improved service at reduced costs
3. C. First line Incident investigation and diagnosis logged by users
4. D. Maintenance of status quo to achieve stability of day to day processes and activities

Correct Answer: C

Configuration Management Databases (CMDBs} and the Configuration Management System (CMS} are both elements of what larger entity?

1. A. The Asset Register
2. B. The Service Knowledge Management System
3. C. The Known Error Database
4. D. The Information Management System

Correct Answer: B