asq cqia practice test

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

• A. Analysing 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

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

In Availability Management, Confidentiality and Integrity are elements of:

• A. Reliability
• B. Serviceability
• C. Security
• D. Maintainability

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

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

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

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

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

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

Which of the following definitions best describes the IT Infrastructure Library (ITIL)?

• A. A documented framework of proven best practices in Service Management
• B. A prescriptive process for managing Service Improvement Projects
• C. A methodology for supporting and delivering IT services
• D. A quality standard in managing customer relationships