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CQIA - Certified Quality Improvement Associate Questions 11–15 (page: 4)

Updated On: 9-Feb-2026

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

  1. Analysing and reviewing agreed service levels
  2. Maintaining the service catalogue
  3. Negotiating requests for service
  4. Assessing the full impact of proposed changes to services

Answer(s): D



Which of the following statements is INCORRECT?

  1. Urgent and non-urgent changes follow the same Change Management process
  2. High risk, urgent changes should be considered by the CAB Emergency Committee
  3. Urgent changes need not necessarily be reviewed, unless there is time to do so
  4. The justification for urgent changes should always be based on sound business reasons

Answer(s): C



In Availability Management, Confidentiality and Integrity are elements of:

  1. Reliability
  2. Serviceability
  3. Security
  4. Maintainability

Answer(s): C



From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?

  1. Incident Management, Problem Management, Release Management, Change Management
  2. Incident Management, Problem Management, Change Management, Release Management
  3. Change Management, Incident Management, Problem Management, Release Management
  4. Incident Management, Change Management, Release Management, Problem Management

Answer(s): B



At what point should capacity requirements of a proposed system be first considered?

  1. Leave it until the system is implemented and see if the system works O.K.
  2. As early as possible

  3. When the Development Manager has completed testing and passes the system to
    Operations for operational testing
  4. Just before the system goes live

Answer(s): B



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