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
1 Which one of the following techniques is not used for Defect Prevention?
Answer: Decision analysis and resolution
2 Which of the following will help you arrive at corrective actions for the identified defect / problem /non-conformity?
Answer: Analysis of the specific detected problem/defect/non-conformity, and its cause
3 You have been asked to collect the first Customer Satisfaction Survey (CSS) for your project. Which format would you choose to collect the CSS?
Answer: T format/ Customer provided format
4 Customer Satisfaction Survey (CSS) is not applicable for Inflight projects. Is this statement
True or False?
Answer: False
5 Your project is due for Customer Satisfaction Survey (CSS) feedback in two weeks. However, there are three months left for the half year closure. What will you do in this case?
Answer: Plan for a discussion with your Customer to share your project’s achievements and then initiate CSS to ensure it is received by due date
6 How does the Enterprise Process Web (EPW) help you understand the way TCS runs its business?
Answer: All of the Above
7 An associate has joined as a Network Administrator in a project, which is executed using the ITIL methodology. Where can the associate find details about the different phases of an Infrastructure Support (IS) project?
Answer: IS Process Handbook on IQMS Wiki
8 Which of the following does a Process Handbook cover?
Answer: What to do
9 In which phase of IT IS lifecycle, does Scope and Baseline Validation happen?
Answer: Due Diligence
10 In which phase of IT IS lifecycle does transfer of IT infrastructure services from the Customer / Incumbent to TCS happen?
Answer: Transition
IQMS for ITIS Question 11 to 15
11 In which phase of IT IS lifecycle does Reverse Transition happen?
Answer: Project Wind Up
12 You are part of the Service Desk (SD) team. According to the Statement of Work (SoW), there are no SLAs defined for SD operations. In this case, will you calculate the SD metrics?
Answer: Yes, SD metrics needs to be calculated, as applicable, and reported to TCS Senior Management along with the action plans to improve it
13 TCS and the Customer provided target for Network Availability is 99.99% and 95% respectively. Which target will you use to monitor the project?
Answer: 99.99%: TCS provided target
14 Which of the following in TCS can be addressed by Process Improvement?
Answer: Improve Customer Satisfaction
15 An improvement opportunity is identified by your team. Your Project Manager (PM) has asked you to check if any other project has a similar problem and implement a solution that can be reused. Which one of the following tools will you refer to?
Answer: Impact
16 How many upcoming intervals of Incident arrival pattern can the MUSA model predict?
Answer: 10
17 Which application in Ultimatix has the collection of established performance models?
Answers: Compass
18 How will you contribute to organization’s knowledge on Project Closure?
Answer: Share Lessons Learnt and Best Practices
19 What are the different ways to induct a new Team Member in a project?
Answer: Distributing the Induction Manual for study
Organizing project meetings and team briefings to discuss project issues and clarify ambiguities.
Identifying the training needs and organizing the training
20 What are the different information classification categories available in TCS?
Answer: Restricted, Confidential, Internal Use, Public, Private and Confidential
IQMS for ITIS questions 21 to 25
21 Peer Reviews of Incidents should be used to evaluate the performance of Team Members. Is this statement True or False?
Answer: False
22 Which one of the following activities is part of the Peer Review process?
Answer: Post Facto Sample Check
23 A risk is defined as effect on one or more project event or condition that, if it occurs, has a positive or negative
Answer: Uncertain, Objectives
24 Accept, Transfer, Avoid are valid responses to negative risks or threats in your project during Risk Response Planning. Such responses do not need any mitigation plans. Is this statement
True or False?
Answer: True
25 There are several steps in Risk Management in any project. Once the risks are identified, prioritized, suitable response strategies developed and then continuously monitored during the project. Which of the following statements is true about risks that you manage in your project?
Answer: Risk Register documents all the risks in detail
IQMS for ITIS questions 26 to 30
26 A user has forgotten the password and asks the Service Desk for a new password. What type of request is this?
Answer: A service Request
27 Which one of the following statements is applicable for logging Incidents?
Answer: An Incident can be logged by anybody who detects a disruption or potential disruption to a normal service
28 Which Service Management process should be referred to for setting up alerts or notifications created by an IT service, a Configuration Item (CI) or a monitoring tool?
Answer: Event Management
29 Which of the following decisions are taken by organizations with the help of the Capacity Management process?
Answers:
When to upgrade?
What to upgrade?
How much to upgrade?
30 You have worked on an Incident that was reopened by a user. While filling your Timesheet, which task will you select?
Answer: Rework Task
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
51 Your project is due for Customer Satisfaction Survey (CSS) feedback in two weeks. However, there are three months left for the half year closure. What will you do in this case?
Answer: Plan for a discussion with your Customer to share your project’s achievements and then initiate CSS to ensure it is received by due date
52 While managing a project, in which of the following situations will you perform causal analysis?
Answers:
Defects are reported in project deliverables
Project gets a low Customer Satisfaction Index (CSI) rating
Project fails to meet the timelines for deliverables
Project consumes more than the budgeted efforts
53 You are preparing a Root Cause Analysis report for a network outage, which happened for a very short duration during non-business hours for a Banking Customer. There are only a few data points available for analysis. You need to use a technique that does not include any data segmentation or statistical concept. Which one of the following techniques is best suited for this scenario?
Answers: 5 Why Analysis
IQMS for ITMS Question 55 to 60
55 After implementing a Change Request (CR), the Configuration Management Database (CMDB) must be updated for the impacted Configuration Item (CI). Is this statement True or False?
Answer: True
56 You have executed a Change Request (CR) referring to the Standard Operating Procedures (SOP). Which one of the following sentences is correct for carrying out Post Implementation Review (PIR) for a CR?
Answer: PIR should be performed after every Change deployment
57 The first step in Risk Management is to identify the risks in your project. The contract of your project has been signed off by the Customer and sent to you. Which of the following sections in the contract would be the most relevant to identify the potential risks in your project?
Answers : Assumptions, Dependencies and Constraints
58 After you have identified the risks in your project and entered them in the Risk Register, you prioritize the risks. In the Risk Register, what does the term Risk Event Probability mean?
Answer: Probability that a given risk may occur
59 At the beginning of your project, you have identified a risk that could negatively impact the project, should it occur. However during Risk Response Planning, you discover that the risk cannot be mitigated by the project team because it is in the control of a third party. What will you do in this case? (IQMS for ITIS)
Answer: Transfer the risk
60 Who among the following can perform Call Quality Monitoring? (IQMS for ITIS)
Answer: All of the above
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?
- Immediately acknowledge the complaint
- Analyze the root cause of the complaint
- Inform your supervisor
- Resolve the complaint
- Record Customer complaint in PMS
Answers: 1,3,5,4,2
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