1.

Which of the following ISO standard gives the requirements for what the organization must do
to manage processes affecting quality of its products and services?
a. ISO 9000
b. ISO 9004
c. ISO 9001
d. ISO 8000
2. Which is the Domain of COBIT is concerned with “Actual delivery of required services which
range from traditional operational over security and continuity aspects to training”?
a. Planning and Organization
b. Monitoring and Evaluation
c. Acquisition and Implementation
d. Delivery and Support
3. What types of decisions are intended to provide a set of process indicators that lead to long-
term software process improvement?
a. Management
b. Technical
c. Operational
d. Strategic
4. IDEF3 Process flow has five descriptive building blocks: Activity, Unit of behavior, Object State,
State Transition, ______? Identify the fifth one?
a. Decision
b. Network
c. Logic
d. Control
5. Which of the following is concerned with “Protection of Sensitive information from
Unauthorized Disclosure”?
a. Confidentiality
b. Integrity
c. Availability
d. Compliance
6. In ITIL, which of the following stage performs the task of “Developing and Improving Capabilities
for the transitions of new and modified services to production”?
a. Service operation
b. Service transition
c. Service Strategy
d. Service design
7. What is defined as “The documentation of a process which records the tasks, the roles and the
entities used”?
a. Process Analysis
b. Process Measurement
c. Process Modeling
d. Process Improvement
8. Complete the following:
Vision + Skills + _____ + Resources + Action = Slow Change
a. Failure
b. Frustrate
c. Confusion
d. Incentives
9. Which of the following ISO Standard is concerned with “Quality Management Systems”?
a. ISO 9004-2000
b. ISO 9001-2001
c. ISO 9000-2000
d. None of the options
10. Which stage of “IDEAL Model” is concerned with “Determining where you are relative to where
you want to be”?
a. Establishing
b. Acting
c. Diagnosing
d. Initiating
11. Which is the regarded as “Stage 5” of Process Improvement Plan?
a. Preparation
b. Closure
c. Assessment
d. Preparation
12. Which company is credited to propose “SIX SIGMA” model?
a. Microsoft
b. Nokia
c. IBM
d. Motorola
13. Which of the following terminology is regarded as “Making the change permanent”?
a. Redirecting
b. Acting
c. Refreezing
d. Acting
14. Which is the following are regarded as Dimension of Quality?
a. Process Management & Quality
b. Resource Management
c. Process Quality, Key attributes
d. Technology Development
15. How many levels are there in CMMI Model?
a. Five
b. Three
c. Three
d. Four
16. In SMARTQ framework that does the term ‘A’ denotes:
a. Aptitude
b. Aligned
c. Ability
d. Assurance
17. Which is regarded as “A Quantitative measure of degree to which a system, component or
process processes a given attribute”?
a. Measurement
b. Quality
c. Process
d. Metric
18. Which of the following company proposed ETVX model?
a. IBM
b. Nokia
c. Apple
d. Oracle
19. Which of the following model is regarded as Upgrade to ODA Model by checking the results
against a plan?
a. Shewhart Cycle
b. IDEF
c. IDEAL
d. Six Sigma
20. In which stage of Six Sigma-Optimize KPOVs & Test the KPIVS, Redesign Process, Visual Controls
are associated?
a. Control
b. Improve
c. Analyze
d. Impact
21. Why Quality is determined by people?
a. It is people and human organizations who have problems to be solved by computer software
b. It is people who define the problems and specify the solutions
c. It is stillcurrently people who implement designs and product code
d. It is people who test code
e. ABCD
22. The cost of quality includes all costs incurred in the search of quality related activities. It may be
divided into three types
a. Prevention cost
b. Appraisal cost
c. Failure cost
d. ABC
e. ABE
23. What are the benefits of QFD(Quality Function Deployment)?
 a. Reduces product development time
b. Reduce engineering costs
c. Reuces the time to market
d. Improves design quality
e. Improves customer satisfaction
f. Reduce quality costs
g. None of above
24. What are the four p’s focused on effective software project management?
a. People
b. Product
c. Process
d. Procedure
e. Project
f. ABCE
25. What are NOT the elements of Quality Management?
a. Organizational structure
b. Responsibilities
c. Procedures
d. People
e. Processes
f. Resources
26. What are the management responsibilities regarding ISO 9001 requirements?
a. Management commitment
b. Customer focus
c. Quality policy
d. Planning
e. Responsibility
f. Authority Communication
g. Management review
h. All of above
27. What are the benefits of ISO 9000 verification?
a. Provides know-how for establishing a quality management system
b. Certification has become the minimum requirement of quality for any ttender
c. It is status symbol for the organizations.
d. Improves products and service
e. Improves employee morale
f. All of above
g. None of above
28. What are the documents requred to implement quality management system in an organization?
a. Quality policy and quality objectives
b. Quality manual
c. Document to ensure the effective planning, operation and control of its process
 d. Records
e. All of above
29. What are the principles of software defect prevention?
a. The programmers must evaluate their own errors
b. Feedback is essential part of defect prevention
c. There is no single cure – all that will solve all the problems
d. Process improvement must be an integral part of the process
e. Process improvement takes time to learn
f. All of above
g. AD and E
30. What are NOT the ISO 9000 series of quality management standards?
a. ISO 9000
b. ISO 9001
c. ISO 9002
d. ISO 9006
e. ISO 9003
f. ISO 9004
31. ISO standards have only been implemented by over a thousand organization throughout 100
countries
a. T
b. F
32. Quality management refers to what the organization does to ensure its services or products the
customer’s quality requirements.
a. T
b. F
33. Quality management makes no reference to: what the organization does to comply with
regulations that apply to services offered; enhancement of customer satisfaction; the
achievement of continual improvement of its performance.
a. T
b. F

1. COBIT uses PDCA approach for Quality Management and Effective process Management.
2. Complete the formula: D*V*F>R
3. COBIT model is regarded as the highest level of IT governance
4. The 4 P’s of strategy are Perspective, Position, Plan and Pattern?
5. There are 14 number of standards in ISO?
6. Learning from experience and improvising your ability to adopt new technologies in the future.
7. Plan-Do-Check-Act type of process is required for large systems management.
 8. The three types of process metrics used in measurement process are time metrics, resource
utilization metrics and event metrics.
9. Activity model are graphical representations of function and processes?
10. Improvement plan is regarded as Assessing the current situation, determine the priorities based
on strategy and best practices and developing a plan to close gap?

1. ITIL: Information Technology Infrastructure Library

2. DMIAC: Define, Measure, Analyze, Improve, Control
3. SPI: Serial Peripheral Interface
4. IDEAL: Initiating, Diagnosing, Establishing, Acting, Learning
5. CMMI: Capability Maturity Model Introduced
6. PDCA: Plan, Do, Check, Act
7. IDEF: Integrated DEFinition Language
8. COBIT: Control Objectives for Information and Related Technology
9. SDLC: Software Development Life Cycle
10. COQ: Control Of Quality

1. What is PDCA?
2. What is IDEAL?
3. What is ETVX?
4. IDEAL

I - Stimulus for Change

- Establish Context
- Build Sponsorship
- Charter Infrastructure
D - Characterize Current and Desired State
- Develop Recommendations
E - Set Priorities
- Develop Approach
- Plan Actions
A - Create Solution
- Test/Pilot Solution
- Refine Solution
- Install Solution
L - Analyze and Validate
- Propose Future Actions