File Info
| Exam | Certified Quality Improvement Associate |
| Number | CQIA |
| File Name | Quality-Assurance.CQIA.CertKiller.2018-12-06.20q.vcex |
| Size | 13 KB |
| Posted | Dec 06, 2018 |
| Download | Quality-Assurance.CQIA.CertKiller.2018-12-06.20q.vcex |
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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
Question 4
Which one of the following is NOT the responsibility of a Service Level Manager?
- Analyzing and reviewing agreed service levels
- Maintaining the service catalogue
- Negotiating requests for service
- Assessing the full impact of proposed changes to services
Correct answer: D
Question 5
Which of the following statements is INCORRECT?
- Urgent and non-urgent changes follow the same Change Management process
- High risk, urgent changes should be considered by the CAB Emergency Committee
- Urgent changes need not necessarily be reviewed, unless there is time to do so
- The justification for urgent changes should always be based on sound business reasons
Correct answer: C
Question 6
In Availability Management, Confidentiality and Integrity are elements of:
- Reliability
- Serviceability
- Security
- Maintainability
Correct answer: C
Question 7
From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?
- Incident Management, Problem Management, Release Management, Change Management
- Incident Management, Problem Management, Change Management, Release Management
- Change Management, Incident Management, Problem Management, Release Management
- Incident Management, Change Management, Release Management, Problem Management
Correct answer: B
Question 8
At what point should capacity requirements of a proposed system be first considered?
- Leave it until the system is implemented and see if the system works O.K.
- As early as possible
- When the Development Manager has completed testing and passes the system to Operations for operational testing
- Just before the system goes live
Correct answer: B
Question 9
Which of the following is NOT a valid attribute of a hardware CI?
- A supplier's part number
- The cost of the item
- A manufacturer's serial number
- The number of items held
Correct answer: D
Question 10
Which of the following activities are NOT part of IT Accounting?
- Calculation of the costs of IT services
- Budgeting
- Identification of costs by customer, service or activity
- Performing cost-benefit analyses to support decision making
Correct answer: B
