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ASQ CQIA Exam Questions and Answers, Certified Quality Improvement Associate | SPOTO

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Question #1
Which of the following is NOT an element of Availability Management?
A. Verification
B. Security
C. Reliability
D. Maintainability
View answer
Correct Answer: A
Question #2
How do internal and external customers influence products, services, and processes? (Choose two)
A. They provide feedback that can lead to product and process improvements
B. They determine organizational policies
C. They have no influence on product design
D. They set the expectations for product quality and service levels
View answer
Correct Answer: D
Question #3
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
View answer
Correct Answer: A
Question #4
Which of the following are NOT operational costs?
A. taff
B. onsultancy
C. mainframe purchase
D. ccommodation rental
View answer
Correct Answer: C
Question #5
Which of the following terms or phrases are associated with resilience? 1. Redundancy 2. Fault tolerance 3. On-site spares 4. Duplexing
A. , 3 and 4
B. ll of them
C. and 4
D. , 2 and 4
View answer
Correct Answer: D
Question #6
The major difference between a CMDB and an asset register is that CMDB holds information on:
A. ocumentation
B. oftware
C. he IT environment
D. elationships
View answer
Correct Answer: D
Question #7
Which actions are important for resolving supplier complaints? (Choose thre.)
A. Investigating the issue thoroughly
B. Maintaining open communication with the supplier
C. Seeking input from affected stakeholders
D. Withholding payments without explanation
View answer
Correct Answer: ABC
Question #8
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
View answer
Correct Answer: A
Question #9
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
View answer
Correct Answer: C
Question #10
Who must always authorise a Request for Change before the change is built and tested?
A. AThe Configuration Manager
B. BThe Change Initiator
C. CThe Change Manager
D. DRelease Management
View answer
Correct Answer: C
Question #11
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
View answer
Correct Answer: C
Question #12
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
View answer
Correct Answer: A
Question #13
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
View answer
Correct Answer: A
Question #14
Which of the following activities are NOT part of IT Accounting?
A. alculation of the costs of IT services
B. udgeting
C. dentification of costs by customer, service or activity
D. erforming cost-benefit analyses to support decision making
View answer
Correct Answer: B
Question #15
How can customer satisfaction feedback be used to drive continuous improvement? (Choose two)
A. Ignoring negative feedback
B. Identifying areas of improvement
C. Prioritizing customer needs
D. Reducing product quality
View answer
Correct Answer: BC
Question #16
Which of the following would NOT be a performance measurement for the Service Level Management function?
A. AWhat percentage of services are covered by SLAs?
B. BAre service review meetings held on time and correctly minuted?
C. CAre customer perceptions of service improving?
D. DHow many services are included within the CMDB?
View answer
Correct Answer: D
Question #17
Which of the following statements is FALSE?
A. AIf the root cause and a temporary work-around have been identified for a problem it becomes a known error
B. BAll known errors need to be resolved to user satisfaction
C. CA known error can be kept open when a work-around is being used
D. DIncidents are not the only source of known errors
View answer
Correct Answer: B
Question #18
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
View answer
Correct Answer: C
Question #19
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
View answer
Correct Answer: C
Question #20
Which of the following statements is FALSE?
A. f the root cause and a temporary work-around have been identified for a problem it becomes a known error
B. ll known errors need to be resolved to user satisfaction
C. known error can be kept open when a work-around is being used
D. ncidents are not the only source of known errors
View answer
Correct Answer: B
Question #21
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
View answer
Correct Answer: A
Question #22
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. AAll of them
B. B2 and 4
C. C2 and 3
D. D3 and 4
View answer
Correct Answer: C
Question #23
Which definitions are commonly used to describe quality? (Choose two)
A. Conformance to specifications
B. Total customer satisfaction
C. Cost minimization
D. Employee satisfaction
View answer
Correct Answer: AB
Question #24
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
View answer
Correct Answer: A
Question #25
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
View answer
Correct Answer: C
Question #26
What is Failure Modes and Effects Analysis (FMEA) primarily used for?
A. Increasing production speed
B. Identifying potential failures and their impacts
C. Reducing employee turnover
D. Managing financial resources
View answer
Correct Answer: B
Question #27
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. rogress reporting
B. eading the recovery teams
C. oordinating and directing activities, arbitrating and allocating resources
D. xecuting recovery instructions
View answer
Correct Answer: C
Question #28
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
View answer
Correct Answer: A
Question #29
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?
A. ull Release
B. ackage Release
C. mergency
D. elta Release
View answer
Correct Answer: B
Question #30
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
View answer
Correct Answer: B

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