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 C
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
