CQIA Exam Questions

Which of the following is NOT true?

Which two other Service Management disciplines does Release Management work with most closely?

Which of these should be included in a Release Policy? 1 Numbering conventions 2 Definition of acceptance criteria for adding new software to the DSL 3 Policy for issuing emergency...

Charging enables an organisation to:

Gradual Recovery is also referred to as?

Which of the following data is LEAST likely to be used in the Incident Control process?

The process to implement SLAs comprises the following activities in which sequence?

If the cost of providing network services is based on actual usage during a given period of time, this would be an example of:

Which of the following most accurately reflects Incident Management activities?

Which of these statements is correct? 1 Effective Change Management ensures that urgency and impact are used to make decisions on the scheduling of Changes 2 Change Management cont...

Which of the following statements is/are true? - Business Impact Analysis (BIA) should allow an organisation to identify the circumstances under which unavailability of a service w...

Which of the following activities is NOT associated with proactive prevention of Problems?

Which process is responsible for identifying and recording the root cause of an Incident that leads to a reduction of service availability?

Why may you need legal advice to deliver comprehensive SLM?

Which of the following is responsible for monitoring Incidents throughout their lifecycle?

Which of the following statements describes the direct benefits of implementing an ITIL Configuration Management process? 1 Controls valuable CIs 2 Facilitates adherence to legal o...

How frequently should CAB/EC meetings be held?

Many users have contacted the Service Desk to complain that there is no more space in their allocated data storage on the server. To whom should the Service Desk pass this Incident...

Which of these is the major benefit for the business as a whole to be gained by implementing an Incident Management process?

When building a Cost Model, the cost of providing licences for users to access programs from their PCs would be included in:

Corrective maintenance is performed after a component has failed. What is the ITIL term for the type of scheduled maintenance carried out with the intention of avoiding failures?

Which of the following is most involved with the incident Problem Known Error Change lifecycle?

When would it be appropriate for a configuration audit be undertaken? 1 Before and after major changes to the infrastructure 2 At random intervals 3 At regular intervals 4 Before a...

Which of the following statements best describes the relationship between Change Management and Configuration Management?

Following the release of a software upgrade to fix a Known Error, which process is responsible for ensuring that the CMDB is updated correctly?

In the ITIL Change Management process, who decides on the categorisation of a proposed Change?

For which of the following activities is the Service Desk NOT responsible?

In ITSCM, Risk Analysis has three elements used in the calculation to establish risk, which of the following is NOT one of them?

Which of the following is LEAST likely to be a major source of input to the Capacity Database?

Which of the following is part of the Incident Management process?

Which of these is a short-term benefit of introducing Service Level Management?

Service Management can best be described as:

Which of the following two processes would be most likely to use resilience techniques?

The Verification activity of Configuration Management is primarily concerned with:

Which of the following best describes why an SLA should contain definitions of terms?

The term used in an SLA to describe the volume of transactions an IT service can handle is:

Availability Management is responsible for: 1 The reliability of the IT infrastructure 2 Identifying costs associated with availability requirements 3 The number of changes made to...

Which of the following is NOT a responsibility of Release Management?

Which of the following is NOT a technique usually associated with Capacity Management?

Which is the correct combination of concepts and Service Management processes? 1 Vulnerability A Availability Management 2 Maintainability B Capacity Management 3 Resource C Incide...

With which of the following processes is Problem Management least likely to interface on a regular basis?

Which of the following places Problem Management activities in the correct order:

Which of the following activities may, exceptionally, be omitted for an urgent change: 1. Recording that the change has been made 2. Testing the change 3. Holding a CAB meeting 4....

Why is Service Management so important to IT service providers?

Which of the following is NOT the responsibility of the Release Management process?

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

Possible problems with Change Management include:

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. Serv...

Who must always authorise a Request for Change before the change is built and tested?

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?