ASQ cqia practice test

Quality Improvement Associate Exam


Question 1

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
Answer:

C

Discussions

Question 2

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
Answer:

A

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Question 3

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
Answer:

B

Discussions

Question 4

Which of the following is NOT an element of Availability Management?

  • A. Verification
  • B. Security
  • C. Reliability
  • D. Maintainability
Answer:

A

Discussions

Question 5

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?
Answer:

D

Discussions

Question 6

For an organisation implementing the ITIL IT Service Management processes which of the following
statements is most accurate?

  • A. The full benefits will only be realised if all IT staff are fully qualified in IT Service Management.
  • B. The full benefits will only be realised if Incident & Problem Management processes are implemented first.
  • C. The full benefits will only be realised if the business requirements are first ascertained and then the processes are implemented in an integrated way.
  • D. The full benefits will only be realised if regular reviews are undertaken with customers.
Answer:

C

Discussions

Question 7

Which of the following is NOT a valid method of tuning?

  • A. Balancing disc traffic
  • B. Making more efficient use of processing capacity
  • C. Installing a new server
  • D. Balancing workloads
Answer:

C

Discussions

Question 8

The CMDB:

  • A. Must be available for update 7 x 24 if any of the services supported by the IT supplier are available 7 x 24
  • B. Is updated by Configuration Management staff at the end of each working day
  • C. Holds information that will be useful to the majority of IT Service Management processes
  • D. Must be verified for accuracy monthly with trend reports on errors distributed to management quarterly
Answer:

C

Discussions

Question 9

Consider the following activities:
1. The analysis of raw data
2. The identification of trends
3. The definition of Service Management processes
4. The implementation of preventive measures
Which of the above should be easier after implementing a good IT Service Management software
tool?

  • A. All of them
  • B. 2 and 3
  • C. None of them
  • D. 1, 2 and 4
Answer:

D

Discussions

Question 10

An overhead would normally be regarded as which of the following?

  • A. A discounted charge
  • B. The market price
  • C. An indirect cost
  • D. A direct cost
Answer:

C

Discussions
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