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Question No: 1

MultipleChoice

The stages in the Incident Management process are:

Options

ALogging, allocation, classification, initial support, communication, resolution

BLogging, initial support, detection, recording, classification, investigation, recovery and closure

CDetection, classification, investigation, recording, recovery, resolution and closure

DDetection, recording, classification, initial support, investigation, diagnosis, resolution, recovery and closure

Question No: 2

MultipleChoice

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?

Options

AFull Release

BPackage Release

CEmergency

DDelta Release

Question No: 3

MultipleChoice

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

Options

A2 and 4

B2, 3 and 4

CAll of them

D1, 2 and 4

Question No: 4

MultipleChoice

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

Options

AThe Configuration Manager

BThe Change Initiator

CThe Change Manager

DRelease Management

Question No: 5

MultipleChoice

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

Options

AAnalysing and reviewing agreed service levels

BMaintaining the service catalogue

CNegotiating requests for service

DAssessing the full impact of proposed changes to services

Question No: 6

MultipleChoice

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

Options

ABecause 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

BBecause Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving

CBecause Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance

DBecause Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them

Question No: 7

MultipleChoice

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

Options

AA documented framework of proven best practices in Service Management

BA prescriptive process for managing Service Improvement Projects

CA methodology for supporting and delivering IT services

DA quality standard in managing customer relationships

Free ASQ CQIA Exam Dumps July 2026