Free CQIA – Certified Quality Improvement Associate Practice Test Question

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  1 and 3

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  All three of them

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  Only

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  1 and

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  Must be available for update 7 x 24 if any of the services supported by the IT supplier are available 7 x 24

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  Is updated by Configuration Management staff at the end of each working day

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  Holds information that will be useful to the majority of IT Service Management processes

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  Must be verified for accuracy monthly with trend reports on errors distributed to management quarterly
  
  

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  2 and 4

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  2, 3 and 4

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  All of them

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  1, 2 and 4
  
  

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  2, 3 and 4

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  All of them

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  1 and 4

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  1, 2 and 4
  
  

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  What percentage of services are covered by SLAs?

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  Are service review meetings held on time and correctly minuted?

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  Are customer perceptions of service improving?

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  How many services are included within the CMDB?
  
  

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  The success of many businesses depends upon the quality of their IT

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  It's the only way to manage IT in the Internet age

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  It's contained within the IT Infrastructure Library

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  It's the first non-proprietary initiative for the management of IT systems
  
  

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  Full Release

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  Package Release

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  Emergency

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  Delta Release
  
  

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  Improved user satisfaction

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  Incident volume reduction

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  Elimination of lost incidents

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  Less disruption to both IT support staff and users
  
  

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  The full benefits will only be realized if all IT staff are fully qualified in IT Service Management.

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  The full benefits will only be realized if Incident & Problem Management processes are implemented first.

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  The full benefits will only be realized if the business requirements are first ascertained and then the processes are implemented in an integrated way.

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  The full benefits will only be realized if regular reviews are undertaken with customers.
  
  

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  Incident Management, Problem Management, Release Management, Change Management

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  Incident Management, Problem Management, Change Management, Release Management

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  Change Management, Incident Management, Problem Management, Release Management

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  Incident Management, Change Management, Release Management, Problem Management