File Info
| Exam | Certified Quality Improvement Associate |
| Number | CQIA |
| File Name | Quality-Assurance.CQIA.CertKiller.2018-12-06.20q.tqb |
| Size | 64 KB |
| Posted | Dec 06, 2018 |
| Download | Quality-Assurance.CQIA.CertKiller.2018-12-06.20q.tqb |
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Demo Questions
Question 1
Which of these is/are TRUE?
- Functional escalation is an essential part of the Incident Management process
- All calls to the Service Desk should be treated as incidents
- Service Requests can be handled by Service Desk Staff
- 1 and 3
- All three of them
- Only 1
- 1 and 2
Correct answer: A
Question 2
Who must always authorize a Request for Change before the change is built and tested?
- The Configuration Manager
- The Change Initiator
- The Change Manager
- Release Management
Correct answer: C
Question 3
Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?
- Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs
- Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving
- Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance
- Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them
Correct answer: C
