Deck 4: Certified Quality Improvement Associate

Question 1

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

Answer 1

C

Question 2

As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan?

A) The Forward Schedule of Change, produced by Change Management
B) A Service Catalogue plus an understanding of the business criticality of each of the services
C) A list of Services and Operational Level Agreements
D) A report produced by Incident Management detailing the incidents affecting IT Services over the last month

Answer 2

B

Question 3

In Availability Management, Confidentiality and Integrity are elements of:

A) Reliability
B) Serviceability
C) Security
D) Maintainability

Answer 3

C

Question 4

Typically, the decision on what should be the lowest level of CI recorded is influenced mostly by:

A) The reliability of the CIs
B) The level at which components will be independently changed
C) The suitability of the available software to hold the information
D) The availability of spares for CIs

Question 5

An overhead would normally be regarded as which of the following?

A) A discounted charge
B) The market price
C) An indirect cost
D) A direct cost

Question 6

Which of the following is NOT a valid attribute of a hardware CI?

A) A supplier's part number
B) The cost of the item
C) A manufacturer's serial number
D) The number of items held

Question 7

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

Question 8

At what point should capacity requirements of a proposed system be first considered?

A) Leave it until the system is implemented and see if the system works O.K.
B) As early as possible
C) When the Development Manager has completed testing and passes the system to Operations for operational testing
D) Just before the system goes live

Question 9

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

A) Analyzing and reviewing agreed service levels
B) Maintaining the service catalogue
C) Negotiating requests for service
D) Assessing the full impact of proposed changes to services

Question 10

Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?

A) Improved user satisfaction
B) Incident volume reduction
C) Elimination of lost incidents
D) Less disruption to both IT support staff and users

Question 11

The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:

A) Initial testing, Education and Awareness and Assurance
B) Education and Awareness, Review and Audit
C) Organization and Implementation Planning and Risk Reduction Measures
D) Business Impact Analysis, Risk Assessment and Business Continuity Strategy

Question 12

The CMDB:

A) Must be available for update 7 x 24 if any of the services supported by the IT supplier are available 7 x 24
B) Is updated by Configuration Management staff at the end of each working day
C) Holds information that will be useful to the majority of IT Service Management processes
D) Must be verified for accuracy monthly with trend reports on errors distributed to management quarterly

Question 13

Which of these statements reflect the activities of IT Financial Management? 1. IT Financial Management may calculate the prices to be charged for IT services 2. IT Financial Management ensures that the IT department charges those who benefit from IT

A) Only 1
B) Only 2
C) Neither
D) 1 and 2

Question 14

Which of the following statements is INCORRECT?

A) Urgent and non-urgent changes follow the same Change Management process
B) High risk, urgent changes should be considered by the CAB Emergency Committee
C) Urgent changes need not necessarily be reviewed, unless there is time to do so
D) The justification for urgent changes should always be based on sound business reasons

Question 15

Consider the following activities: 1. The analysis of raw data 2. The identification of trends 3. The definition of Service Management processes 4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?

A) All of them
B) 2 and 3
C) None of them
D) 1, 2 and 4

Question 16

Which of the following activities are NOT part of IT Accounting?

A) Calculation of the costs of IT services
B) Budgeting
C) Identification of costs by customer, service or activity
D) Performing cost-benefit analyses to support decision making

Question 17

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

A) 1 and 3
B) All three of them
C) Only 1
D) 1 and 2

Question 18

The major difference between a CMDB and an asset register is that CMDB holds information on:

A) Documentation
B) Software
C) The IT environment
D) Relationships

Question 19

During the release planning stage, you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?

A) Full Release
B) Package Release
C) Emergency
D) Delta Release

Question 20

From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?

A) Incident Management, Problem Management, Release Management, Change Management
B) Incident Management, Problem Management, Change Management, Release Management
C) Change Management, Incident Management, Problem Management, Release Management
D) Incident Management, Change Management, Release Management, Problem Management