File Info
| Exam | Certified Quality Improvement Associate |
| Number | CQIA |
| File Name | Quality-Assurance.CQIA.CertKiller.2019-03-22.41q.vcex |
| Size | 22 KB |
| Posted | Mar 22, 2019 |
| Download | Quality-Assurance.CQIA.CertKiller.2019-03-22.41q.vcex |
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Demo Questions
Question 1
With which of the following processes is Problem Management least likely to interface on a regular basis?
- IT Financial Management
- Change Management
- Incident Management
- Availability Management
Correct answer: A
Question 2
Which of the following places Problem Management activities in the correct order:
- Identify and record, classify, investigate and diagnose, raise an RFC, review the change
- Investigate and diagnose, raise an RFC, classify, identify and record
- Identify and record, investigate and diagnose, raise an RFC, classify, review the change
- Review a change, classify, identify and record, investigate and diagnose, raise another RFC
Correct answer: A
Question 3
Which of the following activities may, exceptionally, be omitted for an urgent change?
- Recording that the change has been made
- Testing the change
- Holding a CAB meeting
- Establishing a back-out plan
- All of them
- 2 and 4
- 2 and 3
- 3 and 4
Correct answer: C
Question 4
Why is Service Management so important to IT service providers?
- The success of many businesses depends upon the quality of their IT
- It's the only way to manage IT in the Internet age
- It's contained within the IT Infrastructure Library
- It's the first non-proprietary initiative for the management of IT systems
Correct answer: A
Question 5
Which of the following is NOT the responsibility of the Release Management process?
- The physical aspects of software control
- Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
- Helping to determine the software release policy
- Distributing software
Correct answer: B
Question 6
A service-based (rather than a customer-based) SLA:
- Covers all services for a particular customer
- Covers a set of similar services, for a single customer
- Covers all services
- Covers a single service, for all of the customers of that service
Correct answer: D
Question 7
Possible problems with Change Management include:
- Greater ability to absorb a large volume of change
- Increased visibility and communication of changes
- Lack of ownership of impacted services
- Better alignment of IT services to actual business needs
Correct answer: C
Question 8
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 9
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 10
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
