ASQ
CQIA
Q1:
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
○
A
2 and 4○
B
2, 3 and 4○
C
All of them○
D
1, 2 and 4
ASQ
CQIA
Q2:
Which of the following metrics would you most associate with the Service Desk?
○
A
The number of high priority incidents occurring○
B
The support team which resolves the greatest number of problems○
C
The number of problems solved in a day○
D
The mean time between failure
ASQ
CQIA
Q3:
Which of the following statements is TRUE?
○
A
Physical copies of all CIs are stored in the DSL○
B
Release Management is responsible for managing the organisation's rights and obligations regarding software○
C
The DSL contains source code only○
D
A change may only be developed from non-definitive versions of software in the case of an urgent release
ASQ
CQIA
Q4:
Which of the following is NOT an element of Availability Management?
○
A
Verification○
B
Security○
C
Reliability○
D
Maintainability
ASQ
CQIA
Q5:
Which of the following would NOT be a performance measurement for the Service Level Management function?
○
A
What percentage of services are covered by SLAs?○
B
Are service review meetings held on time and correctly minuted?○
C
Are customer perceptions of service improving?○
D
How many services are included within the CMDB?