CQIA

CQIA practice questions, page 2 of 2, with answer review and explanations.

Question 6

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

  1. Covers all services for a particular customer
  2. Covers a set of similar services, for a single customer
  3. Covers all services
  4. Covers a single service, for all of the customers of that service

Question 7

Possible problems with Change Management include:

  1. Greater ability to absorb a large volume of change
  2. Increased visibility and communication of changes
  3. Lack of ownership of impacted services
  4. Better alignment of IT services to actual business needs

Question 8

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

  1. 1 and 3
  2. All three of them
  3. Only 1
  4. 1 and 2