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
