ASQ (CQIA): Certified Quality Improvement Associate Sample Questions
Question 1 – Among the following, which attribute of a hardware CI is NOT valid?
- A. A supplier’s part number
- B. The cost of the item
- C. A manufacturer’s serial number
- D. The number of items held
Correct Answer: D
Question 2 – Among the following activities, which one does not fall under IT Accounting?
- A. Calculating the costs of IT services
- B. Budgeting
- C. Identifying costs by customer, service, or activity
- D. Performing cost-benefit analyses to support decision making
Correct Answer: B
Question 3 – CMDBs store information on the following types of assets, whereas asset registers only store information on:
- A. Documentation
- B. Software
- C. The IT environment
- D. Relationships
Correct Answer: D
Question 4 – How likely is it that establishing a formal Incident Management process will benefit the least?
- A. Improving user satisfaction
- B. Reducing incident volume
- C. Eliminating lost incidents
- D. Less disruption to both IT support staff and users
Correct Answer: B
Question 5 – In your opinion, being an ASQ (CQIA) Associate which definition best describes 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
Correct Answer: A
Question 6 – Which of the following are 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
Correct Answer: D
Question 7 – Which of the given 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
Correct Answer: D
Question 8 – As the organization’s senior managers, what role would they play if its IT Service Continuity Plan was invoked during a crisis?
- A. Progress reporting
- B. Leading the recovery teams
- C. Coordinating and directing activities, arbitrating and allocating resources
- D. Executing recovery instructions
Correct Answer: C
Question 9 – The objective of Capacity Management is to ensure that the IT Infrastructure is able to meet the dynamic demands of the business in a cost-effective and timely manner. Which of the following would NOT be a part of this responsibility?
- A. Monitor performance and throughput of individual IT components
- B. Tune systems for making the most effective use of IT resources
- C. Purchase resources for the IT Infrastructure
- D. Influence the customer behavior for optimizing the use of IT resources
Correct Answer: C
Question 10 – Which of the following would not be included in operational costs?
- A. Staff
- B. Consultancy
- C. A mainframe purchase
- D. Accommodation rental
Correct Answer: C
Question 11 – Which of the given statements is not true?
- A. A known error becomes a known cause and temporary workaround once the root cause and workaround have been identified
- B. All known errors must be necessarily resolved for user satisfaction
- C. A known error can be kept open when a workaround is being used
- D. Incidents are not the only source of known errors
Correct Answer: B
Question 12 – What does the Requirements and Strategy phase of the Business Continuity Life-cycle comprise:
- A. Initial testing, Education and Awareness, and Assurance
- B. Education and Awareness, Review and Audit
- C. Organization and Implementation Planning and Risk Reduction Measures
- D. Business Impact Analysis, Risk Assessment, and Business Continuity Strategy
Correct Answer: D
Question 13 – Which of the following statements would reflect the activities of IT Financial Management?
1. calculate the prices to be charged for IT services
2. ensures that the IT department charges those who benefit from IT
- A. Only 1
- B. Only 2
- C. Neither
- D. 1 and 2
Correct Answer: A
Question 14 – When you, as an ASQ (CQIA) Associate are planning a new release, you identify that software changes will be necessary to make changes to the service. The changes will be delivered into the live environment once all have been tested fully. Which release type will be used?
- A. Full Release
- B. Package Release
- C. Emergency
- D. Delta Release
Correct Answer: B
Question 15 – Suppose an ASQ (CQIA) Associate is determining what to record as the lowest level of CI. Which of the following factors are taken into account?
- A. reliability of the CIs
- B. level at which components will be independently changed
- C. suitability of the available software for holding the information
- D. availability of spares for CIs
Correct Answer: B
Question 16 – How likely is it that Problem Management will regularly interact with which of the following?
- A. IT Financial Management
- B. Change Management
- C. Incident Management
- D. Availability Management
Correct Answer: A
Question 17 – Which of the following is the correct order for Problem Management activities?
- A. Identifying and recording, classifying, investigating and diagnosing, raising an RFC, reviewing the change
- B. Investigating and diagnosing, raising an RFC, classifying, identifying, and recording
- C. Identifying and recording, investigating and diagnosing, raising an RFC, classifying, reviewing the change
- D. Reviewing a change, classifying, identifying and recording, investigating and diagnosing, raising another RFC
Correct Answer: A
Question 18 – A change in urgency may, in exceptional circumstances, require an ASQ (CQIA) Associate to omit which one of these activities?
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
Correct Answer: C
Question 19 – Which of the given statements correctly describes the importance of Service Management to IT service providers?
- A. The success of many businesses depends upon the quality of their IT
- B. It’s the only way for managing IT in the Internet age
- C. It’s contained within the IT Infrastructure Library
- D. It’s the first non-proprietary initiative for managing IT systems
Correct Answer: A
Question 20 – Which of the given options would NOT be included in 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
Correct Answer: B
