ITIL ITIL Access Management & Service Desk

Question 1

What is the PRIMARY purpose of Access Management in ITIL Service Operation?

Accepted Answer

To grant authorized users the right to use a service while preventing access by unauthorized users

Answer

To restore access after a security breach

Answer

To manage user passwords and authentication tokens

Answer

To audit all user activity across IT systems

Question 2

What is the term for the level of access a user is permitted to have in ITIL Access Management?

Accepted Answer

Rights

Answer

Access profile

Answer

Identity

Answer

Privilege set

Question 3

Which ITIL process sets the policies that Access Management executes?

Accepted Answer

Information Security Management

Answer

Incident Management

Answer

Capacity Management

Answer

Change Management

Question 4

What is the ITIL Service Desk's PRIMARY role?

Accepted Answer

To act as the single point of contact between users and IT service management

Answer

To resolve all incidents at third-line support

Answer

To manage all changes to the IT infrastructure

Answer

To procure hardware and software for the organization

Question 5

Which Service Desk structure is BEST suited for a large international organization with offices across multiple continents?

Accepted Answer

Follow-the-Sun Service Desk

Answer

Local Service Desk

Answer

Centralized Service Desk

Answer

Virtual Service Desk

Question 6

What does 'identity' mean in the context of ITIL Access Management?

Accepted Answer

The unique information that distinguishes a user and verifies who they are

Answer

The password associated with a user account

Answer

The set of rights granted to a user

Answer

The audit trail of a user's system access