IQMS for ITIS Team Members 76721 Easy Now!

IQMS for ITIS

Latest 90 Questions of IQMS for ITIS – Team Members 76721 | IQMS for ITIS Quiz Answers |IQMS for ITIS team members answers | IQMS for ITIS Manager answers |

Top 90 Questions of IQMS For ITIS

IQMS for ITIS Question 11 to 15

IQMS for ITIS questions 21 to 25

IQMS for ITIS questions 26 to 30
ITMS for ITIS Questions 31 to 40

31 TCS seeks periodic feedback on the projects that are executed for our Customers. While providing such feedback, the Customers can rate us on how well the project has managed the risks during Project Execution. Is this statement True or False?
Answer: True

32 While executing the project you have identified a new risk that was not available in the Risk Register maintained for your project. What will be your first action?
Answer: Capture the risk in the Risk Register

33 Which of the following is ensured and achieved through Health Check Monitoring?
Answer: Both 1 and 2

34 To which of the following teams is Call Quality Monitoring applicable? (IQMS for ITIS)
Answer: ServiceDesk

35 You have recently joined a project as a Team Member. Which one of the following documents will help you get an overview of the account / project, domain, business and project activities that need to be performed?
Answer: Induction Manual

36 Monitoring helps in ensuring that the tasks are:
Answer:
In scope
On time
Within budget

37 Your project is nearing closure. What will you do with the project Data?
Answer: B and C

38 During which stage of a project lifecycle, will you deploy the CSI prediction model? (IQMS for ITIS)
Answer: Any time during the project execution, but before initiating the CSS, so that there is sufficient time to deploy the actions identified through the prediction model

39 In an Infrastructure Support project, initially, the team had to struggle with fixing a large number of Incidents. The situation got better over a period of time, with the application stabilizing and the number of Incidents steadily coming down. In a recent review with the Customer, the Customer appreciated your team for doing a good job and has asked if you could project the expected Incident volume for the next two quarters so that a possible resizing of the support team can be looked at. Which of the following options will you consider?
Answer: Use a statistical model like MUSA Incident Arrival Rate Prediction model to predict the future incident arrival rate. Decide on resizing the team based on the predicted volume

40 You are working in the Backup tower. In a weekly team meeting, the stakeholders discussed various techniques for improving backup success rate and decided to use PDCA technique.
Answer: All

ITMS for ITIS Questions 41 to 50

What does PDCA stand for?
Answer: Plan-Do-Check-Act

41 Only the PL and key members of the project can identify, execute and log a Service Improvement Project (SIP) in ImpAct. Is this statement True or False?
Answer : False

42 There was a Severity 1 Incident breach, as the team was busy resolving other tickets. This is an example of:
Answer: Common Cause

43 Which of the following definitions are true for calculating First Call Resolution (FCR)? (IQMS for ITIS)
Answer: Both A and B

44 Which one of the following frameworks is used for Due Diligence?(IQMS for ITIS)
Answer: IDEAL

45 In which phase of IT IS lifecycle does transfer of IT infrastructure services from the Customer / Incumbent to TCS happen?
Answer: Transition

46 Which of the following is the correct order of phases in an Infrastructure Support project?
Answer: Due Diligence – Start Up Transition – Steady State

47 Which one of the following options best describes a ‘Policy’? (IQMS for ITIS)
Answer: Guiding Principle, Mandate

48 Which of the following are the possible items for reuse?
Answer: all the above

49 In which of the following conditions is the overall causal mandated for a Customer Satisfaction Survey (CSS) feedback?
A. Project CSI is below 85%
B. Recommendation rating is ‘Probably Not’ or ‘Definitely Not’
C. TCS rank is Third or Not in Top Three
Answer: A,B and C

50 During which stage of the project lifecycle, is Customer Satisfaction Survey (CSS) initiated? (IQMS for ITIS)
Answer: At the end of the project or at the end of six months, whichever is earlier

IQMS for ITMS Question 55 to 60

61 Your team has spent extra efforts on a few Incidents, as those Incidents were reopened by end users due to incomplete resolutions provided. This is an example of:
Answer: Rework

62 You are doing the Impact analysis for a Change Request (CR) and looking for all available documents and records to find out the details of the impacted items. Which of the following documents can help you easily trace and get a visibility, so that no requirements or dependencies are missed while doing Impact analysis? (IQMS for ITIS)
Answer: Traceability matrix

64 Which of the following key activities are done at Project Closure? (IQMS for ITIS)

Answers:
Close Billing and Payment
Obtain Customer Feedback
Handle Resources and Assets
Contribute to Organizational Knowledge

65 Which of the following models predicts the total call volumes of Service Desk based on the past call volume and the frequency.
Answer: Volume forecasting

ITMS for ITIS Questions 66 to 70

66 Using which of the following models can the shift planning based on the past call arrival pattern be done?
Answer: Erlang

67 Who among of the following can initiate a Performance Improvement (PI) project?
Answer: Any associate in TCS

68 Which of the following is not a Six Sigma project type? (IQMS for ITIS)
Answer: Plan-Do-Check-Act (PDCA)

69 A user was not satisfied, as an incomplete solution was provided by the L2 Team Member and the ticket was closed in the ticketing tool. The user called the Help desk team and asked to hold the ticket open till a complete resolution was provided. Which of the following metrics will be impacted in this situation? (IQMS for ITIS)
Answers:
1)Backlog Management Index
2) Reopened Incident

70 In which phase of IT IS lifecycle does the Transition Kick-off meeting happen?
Answer: Transition planning

IQMS for ITIS Questions 71 to 76

71 In which phase of IT IS lifecycle does Reverse Transition happen? (IQMS for ITIS)
Answer: Project Wind up

72 In which phase of IT IS lifecycle do all Infrastructure Support functions get kick-started?
Answer: Primary support

73 Match the following:
A Guidelines
1 SOP Template
B KEDB
2 Transition – Dos and Don’ts
C Asset
3 Known Error Database
D Success story
4 Transition case study

Answer A-2, B-3, C-1 and D-4

74 Where in Ultimatix are the TCS standardized processes defined? (IQMS for ITIS)
Answer: Integrated Quality Management System (iQMS)

75 Internal projects need not receive feedback from their Customers. Is this statement True or False?
Answer: False

76 Your project has got complaints from the Customer for a few Severity 1 Incidents. In which of the following sequence of steps, will you address the complaint?

  1. Immediately acknowledge the complaint
  2. Analyze the root cause of the complaint
  3. Inform your supervisor
  4. Resolve the complaint
  5. Record Customer complaint in PMS

ITMS for ITIS Questions 77 to 85

77 You have received the Customer Satisfaction Survey (CSS) for your project from the Customer. In which of the following conditions will you perform the causal analysis of Customer feedback?
Answer: If the Customer has rated Neither Agree nor Disagree’ or ‘Disagree’ or ‘Strongly Disagree for at least one of the attributes

78 Which of the following is linked to the effort spent on root cause analysis in a project?
Answer: Prevention Cost

79 There was a network outage for six hours because of a major fire in the Data Center premises. This is an example of:
Answer: Special cause

80 What is the purpose of the Timesheet data? (IQMS for ITIS)
Answer: All of the above

81 Which one of the following options is not an objective of Incident Management?
Answer: To fix the underlying problem root cause) of the Incident

82 You are part of the End User Computing team. You worked on a Change Request and want to check all the Configuration Items (Cls) affected by your Change. Which one of the following handles relationships among all service components?
Answer: The Configuration Management System

83 Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
Answer: People Process, Products Partners

84 A Normal Change Request is raised by the Customer. You have done impact analysis and it is pending with the Customer for approval. The Change has to be implemented within five days of SLA. What should you do next? (IQMS for ITIS)
Answer: Remind the Customer for the approval and wait for the implement

85 In your project, you have come up with a list of identified risks, root causes of risks, and potential responses. Which of the following will you use to document this information?
Answer: Risk Register

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