ASQ CQIA Certification Practice Questions & Answers

Question 6 of 41

A service-based (rather than a customer-based) SLA:

A.

Covers all services for a particular customer

B.

Covers a set of similar services, for a single customer

C.

Covers all services

D.

Covers a single service, for all of the customers of that service

Question 7 of 41

Possible problems with Change Management include:

A.

Greater ability to absorb a large volume of change

B.

Increased visibility and communication of changes

C.

Lack of ownership of impacted services

D.

Better alignment of IT services to actual business needs

Question 8 of 41

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

A.

1 and 3

B.

All three of them

C.

Only 1

D.

1 and 2

Question 9 of 41

Who must always authorize a Request for Change before the change is built and tested?

A.

The Configuration Manager

B.

The Change Initiator

C.

The Change Manager

D.

Release Management

Question 10 of 41

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?

A.

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

B.

Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving

C.

Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance

D.

Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them