Certified Quality Improvement Associate Questions + Answers
Posted: Mon Apr 04, 2022 6:58 pm
Question 1 ( Topic 1 )
With which of the following processes is Problem Management least likely to interface on a regular basis?
A. IT Financial Management
B. Change Management
C. Incident Management
D. Availability Management
Answer : A
Question 2 ( Topic 1 )
Which of the following places Problem Management activities in the correct order:
A. Identify and record, classify, investigate and diagnose, raise an RFC, review the change
B. Investigate and diagnose, raise an RFC, classify, identify and record
C. Identify and record, investigate and diagnose, raise an RFC, classify, review the change
D. Review a change, classify, identify and record, investigate and diagnose, raise another RFC
Answer : A
Question 3 ( Topic 1 )
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. Establishing a back-out plan
A. All of them
B. 2 and 4
C. 2 and 3
D. 3 and 4
Answer : C
Question 4 ( Topic 1 )
Why is Service Management so important to IT service providers?
A. The success of many businesses depends upon the quality of their IT
B. It's the only way to manage IT in the Internet age
C. It's contained within the IT Infrastructure Library
D. It's the first non-proprietary initiative for the management of IT systems
Answer : A
Question 5 ( Topic 1 )
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
Answer : B
Question 6 ( Topic 1 )
A service-based (rather than a customer-based) SLA:
A. Covers all services for a particular customer
B. Covers a set of similar services, for a single customer
C. Covers all services
D. Covers a single service, for all of the customers of that service
Answer : D
Question 7 ( Topic 1 )
Possible problems with Change Management include:
A. Greater ability to absorb a large volume of change
B. Increased visibility and communication of changes
C. Lack of ownership of impacted services
D. Better alignment of IT services to actual business needs
Answer : C
Question 8 ( Topic 1 )
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
A. 1 and 3
B. All three of them
C. Only 1
D. 1 and 2
Answer : A
Question 9 ( Topic 1 )
Who must always authorize a Request for Change before the change is built and tested?
A. The Configuration Manager
B. The Change Initiator
C. The Change Manager
D. Release Management
Answer : C
Question 10 ( Topic 1 )
Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?
A. Because 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
B. Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving
C. Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance
D. Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them
Answer : C
Question 11 ( Topic 1 )
Which one of the following is NOT the responsibility of a Service Level Manager?
A. Analyzing and reviewing agreed service levels
B. Maintaining the service catalogue
C. Negotiating requests for service
D. Assessing the full impact of proposed changes to services
Answer : D
Question 12 ( Topic 1 )
Which of the following statements is INCORRECT?
A. Urgent and non-urgent changes follow the same Change Management process
B. High risk, urgent changes should be considered by the CAB Emergency Committee
C. Urgent changes need not necessarily be reviewed, unless there is time to do so
D. The justification for urgent changes should always be based on sound business reasons
Answer : C
Question 13 ( Topic 1 )
In Availability Management, Confidentiality and Integrity are elements of:
A. Reliability
B. Serviceability
C. Security
D. Maintainability
Answer : C
Question 14 ( Topic 1 )
From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?
A. Incident Management, Problem Management, Release Management, Change Management
B. Incident Management, Problem Management, Change Management, Release Management
C. Change Management, Incident Management, Problem Management, Release Management
D. Incident Management, Change Management, Release Management, Problem Management
Answer : B
Question 15 ( Topic 1 )
At what point should capacity requirements of a proposed system be first considered?
A. Leave it until the system is implemented and see if the system works O.K.
B. As early as possible
C. When the Development Manager has completed testing and passes the system to Operations for operational testing
D. Just before the system goes live
Answer : B
Question 16 ( Topic 1 )
Which of the following is NOT a valid attribute of a hardware CI?
A. A supplier's part number
B. The cost of the item
C. A manufacturer's serial number
D. The number of items held
Answer : D
Question 17 ( Topic 1 )
Which of the following activities are NOT part of IT Accounting?
A. Calculation of the costs of IT services
B. Budgeting
C. Identification of costs by customer, service or activity
D. Performing cost-benefit analyses to support decision making
Answer : B
Question 18 ( Topic 1 )
The major difference between a CMDB and an asset register is that CMDB holds information on:
A. Documentation
B. Software
C. The IT environment
D. Relationships
Answer : D
Question 19 ( Topic 1 )
Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?
A. Improved user satisfaction
B. Incident volume reduction
C. Elimination of lost incidents
D. Less disruption to both IT support staff and users
Answer : B
Question 20 ( Topic 1 )
Which of the following definitions best describes the IT Infrastructure Library (ITIL)?
A. A documented framework of proven best practices in Service Management
B. A prescriptive process for managing Service Improvement Projects
C. A methodology for supporting and delivering IT services
D. A quality standard in managing customer relationships
Answer : A
Question 21 ( Topic 1 )
The stages in the Incident Management process are:
A. Logging, allocation, classification, initial support, communication, resolution
B. Logging, initial support, detection, recording, classification, investigation, recovery and closure
C. Detection, classification, investigation, recording, recovery, resolution and closure
D. Detection, recording, classification, initial support, investigation, diagnosis, resolution, recovery and closure
Answer : D
Question 22 ( Topic 1 )
Which of the following terms or phrases are associated with resilience?
1. Redundancy
2. Fault tolerance
3. On-site spares
4. Duplexing
A. 2, 3 and 4
B. All of them
C. 1 and 4
D. 1, 2 and 4
Answer : D
Question 23 ( Topic 1 )
If the IT Service Continuity plan had to be invoked during a crisis, what would be the role of the organization"™s senior managers?
A. Progress reporting
B. Leading the recovery teams
C. Coordinating and directing activities, arbitrating and allocating resources
D. Executing recovery instructions
Answer : C
Question 24 ( Topic 1 )
Capacity Management is responsible for ensuring the capacity of the IT Infrastructure matches the evolving demands of the business in the most cost effective and timely manner. Which of the following is NOT part of this responsibility?
A. Monitoring performance and throughput of individual IT components
B. Tuning systems to make most effective use of IT resources
C. Purchasing resources for the IT Infrastructure
D. Influencing customer behavior to optimize the use of IT resources
Answer : C
Question 25 ( Topic 1 )
Which of the following are NOT operational costs?
A. Staff
B. Consultancy
C. A mainframe purchase
D. Accommodation rental
Answer : C
With which of the following processes is Problem Management least likely to interface on a regular basis?
A. IT Financial Management
B. Change Management
C. Incident Management
D. Availability Management
Answer : A
Question 2 ( Topic 1 )
Which of the following places Problem Management activities in the correct order:
A. Identify and record, classify, investigate and diagnose, raise an RFC, review the change
B. Investigate and diagnose, raise an RFC, classify, identify and record
C. Identify and record, investigate and diagnose, raise an RFC, classify, review the change
D. Review a change, classify, identify and record, investigate and diagnose, raise another RFC
Answer : A
Question 3 ( Topic 1 )
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. Establishing a back-out plan
A. All of them
B. 2 and 4
C. 2 and 3
D. 3 and 4
Answer : C
Question 4 ( Topic 1 )
Why is Service Management so important to IT service providers?
A. The success of many businesses depends upon the quality of their IT
B. It's the only way to manage IT in the Internet age
C. It's contained within the IT Infrastructure Library
D. It's the first non-proprietary initiative for the management of IT systems
Answer : A
Question 5 ( Topic 1 )
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
Answer : B
Question 6 ( Topic 1 )
A service-based (rather than a customer-based) SLA:
A. Covers all services for a particular customer
B. Covers a set of similar services, for a single customer
C. Covers all services
D. Covers a single service, for all of the customers of that service
Answer : D
Question 7 ( Topic 1 )
Possible problems with Change Management include:
A. Greater ability to absorb a large volume of change
B. Increased visibility and communication of changes
C. Lack of ownership of impacted services
D. Better alignment of IT services to actual business needs
Answer : C
Question 8 ( Topic 1 )
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
A. 1 and 3
B. All three of them
C. Only 1
D. 1 and 2
Answer : A
Question 9 ( Topic 1 )
Who must always authorize a Request for Change before the change is built and tested?
A. The Configuration Manager
B. The Change Initiator
C. The Change Manager
D. Release Management
Answer : C
Question 10 ( Topic 1 )
Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?
A. Because 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
B. Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving
C. Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance
D. Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them
Answer : C
Question 11 ( Topic 1 )
Which one of the following is NOT the responsibility of a Service Level Manager?
A. Analyzing and reviewing agreed service levels
B. Maintaining the service catalogue
C. Negotiating requests for service
D. Assessing the full impact of proposed changes to services
Answer : D
Question 12 ( Topic 1 )
Which of the following statements is INCORRECT?
A. Urgent and non-urgent changes follow the same Change Management process
B. High risk, urgent changes should be considered by the CAB Emergency Committee
C. Urgent changes need not necessarily be reviewed, unless there is time to do so
D. The justification for urgent changes should always be based on sound business reasons
Answer : C
Question 13 ( Topic 1 )
In Availability Management, Confidentiality and Integrity are elements of:
A. Reliability
B. Serviceability
C. Security
D. Maintainability
Answer : C
Question 14 ( Topic 1 )
From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?
A. Incident Management, Problem Management, Release Management, Change Management
B. Incident Management, Problem Management, Change Management, Release Management
C. Change Management, Incident Management, Problem Management, Release Management
D. Incident Management, Change Management, Release Management, Problem Management
Answer : B
Question 15 ( Topic 1 )
At what point should capacity requirements of a proposed system be first considered?
A. Leave it until the system is implemented and see if the system works O.K.
B. As early as possible
C. When the Development Manager has completed testing and passes the system to Operations for operational testing
D. Just before the system goes live
Answer : B
Question 16 ( Topic 1 )
Which of the following is NOT a valid attribute of a hardware CI?
A. A supplier's part number
B. The cost of the item
C. A manufacturer's serial number
D. The number of items held
Answer : D
Question 17 ( Topic 1 )
Which of the following activities are NOT part of IT Accounting?
A. Calculation of the costs of IT services
B. Budgeting
C. Identification of costs by customer, service or activity
D. Performing cost-benefit analyses to support decision making
Answer : B
Question 18 ( Topic 1 )
The major difference between a CMDB and an asset register is that CMDB holds information on:
A. Documentation
B. Software
C. The IT environment
D. Relationships
Answer : D
Question 19 ( Topic 1 )
Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?
A. Improved user satisfaction
B. Incident volume reduction
C. Elimination of lost incidents
D. Less disruption to both IT support staff and users
Answer : B
Question 20 ( Topic 1 )
Which of the following definitions best describes the IT Infrastructure Library (ITIL)?
A. A documented framework of proven best practices in Service Management
B. A prescriptive process for managing Service Improvement Projects
C. A methodology for supporting and delivering IT services
D. A quality standard in managing customer relationships
Answer : A
Question 21 ( Topic 1 )
The stages in the Incident Management process are:
A. Logging, allocation, classification, initial support, communication, resolution
B. Logging, initial support, detection, recording, classification, investigation, recovery and closure
C. Detection, classification, investigation, recording, recovery, resolution and closure
D. Detection, recording, classification, initial support, investigation, diagnosis, resolution, recovery and closure
Answer : D
Question 22 ( Topic 1 )
Which of the following terms or phrases are associated with resilience?
1. Redundancy
2. Fault tolerance
3. On-site spares
4. Duplexing
A. 2, 3 and 4
B. All of them
C. 1 and 4
D. 1, 2 and 4
Answer : D
Question 23 ( Topic 1 )
If the IT Service Continuity plan had to be invoked during a crisis, what would be the role of the organization"™s senior managers?
A. Progress reporting
B. Leading the recovery teams
C. Coordinating and directing activities, arbitrating and allocating resources
D. Executing recovery instructions
Answer : C
Question 24 ( Topic 1 )
Capacity Management is responsible for ensuring the capacity of the IT Infrastructure matches the evolving demands of the business in the most cost effective and timely manner. Which of the following is NOT part of this responsibility?
A. Monitoring performance and throughput of individual IT components
B. Tuning systems to make most effective use of IT resources
C. Purchasing resources for the IT Infrastructure
D. Influencing customer behavior to optimize the use of IT resources
Answer : C
Question 25 ( Topic 1 )
Which of the following are NOT operational costs?
A. Staff
B. Consultancy
C. A mainframe purchase
D. Accommodation rental
Answer : C