1. What is the objective of Right Sizing?

 Resource Optimization
2. R’s are part of?
 Change management
3. Back-out Roll back is the responsibility of which Process?

4. A warning that a threshold has been reached, something has changed, or a Failure has occurred
is:

 Alert
5. RACI stands for
 Responsible, Accountable, Consulted & Informed
6. Which of these pillars helps in achieving positive team dynamics, improved individual knowledge
levels and higher productivity levels?
 Performance Management
7. Susee, works for AMC corporation, identify which process is responsible for avoiding the
duplicate entry?

8. Analysis of Right Sizing Pillar takes into consideration
 Demand vs Capacity
9. Incident ticket resolution is an example of:
 ENVA
10. Which type of maintenance activity focuses on improving the efficiency and optimize the
response time and reliability without changing core functionality?

11. SECAR Principle is
 Simplify, Eliminate, Combine, Automate, Relocate
12. Run. ADVISOR is aligned to _________ which is HCL’s enterprise solution for Automation
enabling smarter, more innovative and more efficient application services.

13. __________ analytics of run. ADVISOR helps in proactive and predictive delivery by providing
three R’s (Runners, Repeaters, Rarities) and secar analysis, further setting base for identification
of automation and proactive obsolescence.

14. Something that is currently required by the process but creates no value is
 ENVA
15. The objective of which technique or framework is used to reduce waste
 Lean
16. What process is followed for high severity / Outages in Production Environment?
 Incident Management
17. Which of the following is targeted for automation?
 ENVA’s
18. Referring the KeDB is an example of:
 ENVA
19. Customer Value is measured in terms of:

20. Which of the below statements is more appropriate for an Incident ticket?

21. Which activity is not part of the Performance Management pillar of ALT ASM Framework?

22. Which of the following pillars is not part of the ALT ASM framework 2.0?

23. Find out the correct order of actions in incident Management from the below:
A. Incident Identification
B. Incident Logging
C. Resolution & Recovery
D. Incident Prioritization


24. L1.5 is responsible for activities under following Process areas:

25. Which of the following statement is correct about support levels?

26. Trend analysis and Major Review are part of which process:
 Proactive Problem Management
27. L1.5 team member would be responsible for following activities under “Event Management”:
i. Alert monitoring for job Completion, Threshold breach
ii. Identification of job Failures and provide first hand analysis
iii. Update Service desk on the event progress for business notification
iv. Maintain Upstream / Downstream notification / escalation


28. Which one of the following is the BEST description of a major incident?

29. Which maintenance activity is this “New screens / Screen changes, New reports/Report changes,
Additional/Changes/Deletion of functionality, New Edits or Edit-changes, Changes in
Interfaces”?

30. Level 1 support or Service Desk team is responsible for which of the following activities?
 All the above

31. Having an automated alert on the ticket resolution status, can possibly help in addressing which
of the following customer issue here?
 Good coordination within the team
32. Which of the following key aspects of major Incident Management Process will be applicable
here?
 All the options
33. Which aspects of the lean ASM 6 pillars will not help in this scenario?
 Tools and automation
34. Which of the following key aspects of major Incident Management Process will not be applicable
here:
 None of the above
35. To resolve the issue of proper shift handover, which of the following will help:
 Defined Shift handover template
36. Which aspects of the standardization will be helpful in this scenario:
 All the options
37. Which of the Lean ASM 6 pillars will be applicable here: shift handover takes place for S2 and S3
tickets?
 Standardization
38. Which of the following determines the severity of an incident?
 Both Urgency and Impact of an incident
39. Which other key processes are not linked with the Event Management process:
 Service Request Fulfillment
40. What aspects from the RTB Basic training have not been covered in this scenario?
 Categorization and Prioritization of events/incidents
41. Which other pillar of lean ASM 6 pillars addresses the issue faced in this scenario:
 Knowledge Management
42. Which part of an Event Management process helps in proactive reduction of incidents:
 Warnings at defined thresholds
43. Which aspects of the Lean ASM 6 pillars may not help in this scenario:
 Right Sizing
44. Which of the following groups will be responsible for raising Proactive Problem Tickets?
 Service Desk Team
45. Which of the following techniques will help to resolve more and more tickets at L1 support
itself?
 Creation of KeDB
46. Which of the following techniques will not help to resolve more and more tickets at L1 Support
itself?
 Creation of Standard Operating Procedures (SOPs)
47. Major problem review and Trend analysis are examples of what?
 Proactive problem Management
48. Which of the following sites at HCL will help in defining the Problem Management Process:
 OMS
49. Which of the following is an example of a Proactive Problem Management?
 Major Problem Review