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CQIA – Certified Quality Improvement Associate

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Showing 1–3 of 10 questions

Question 1

Which of these is/are TRUE?

1. Functional escalation is an essential part of the Incident Management process

2. All calls to the Service Desk should be treated as incidents

3. Service Requests can be handled by Service Desk Staff

Select an option, then click Submit answer.

  • ○

    1 and 3
  • ○

    All three of them
  • ○

    Only
  • ○

    1 and
Question 2

The CMDB:

Select an option, then click Submit answer.

  • ○

    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
Question 3

Potential benefits from managing IT Service Continuity are:

1. Lower insurance premiums

2. Fulfilment of mandatory or regulatory requirements

3. Reduced business disruption in the event of a disaster

4. Better management of risk and the consequent reduction of the impact of failure

Select an option, then click Submit answer.

  • ○

    2 and 4
  • ○

    2, 3 and 4
  • ○

    All of them
  • ○

    1, 2 and 4