Real Certified Quality Improvement Associate CQIA Questions

1. With which of the following processes is Problem Management least likely to interface on a regular basis?

2. Which of the following places Problem Management activities in the correct order:

3. Establishing a back-out plan

4. Why is Service Management so important to IT service providers?

5. Which of the following is NOT the responsibility of the Release Management process?

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

7. Possible problems with Change Management include:

8. Service Requests can be handled by Service Desk Staff

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

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

11. Which one of the following is NOT the responsibility of a Service Level Manager?