1.What is the objective of Standardization

A. Both

2. which of the following is an objective of tool and automation

3. A problem whose root cause has already been determined , and for which a workaround has been
documented, is know as what

a. incident  b. event  c.Known error d. event

4. incident ticket resolution is an example of

a. ENVA b.  VA  c. NVA  d. none

5. which maintenance activity is this "New screens/Scree changes,Newreport / Report changes,

Additional/Changes/Deletion of functionality,New Edits or Edit changes,Changes in Interfaces"

a.Adaptive Maintenace b.corrective Mainte c. Preventive  d. Perfective

6.Which of the following is an example of waste:

a.Intellect b.Motion C. all d. Waiting

7.which of the following is not an example of Knowledge Management repository

a. Run-book b.KeDB c. Skill index tracker d.Process Map

8.what is ITIL?

a.Best prqactice Framework b.Certification c. Standard d.none

9.the following is the core process from managing any ASM Engagement(part of 6 pillar)

a.Capacity mgmt b.Knowladge mgmt c. Service Level mgmt d. Avalability mgmt

10.FSC is related to which process:

a. Incident mgmt b.Reactive problem mgmt c. Proactive prob mgmt d.Change mgmt

11.Which of the following are the objective of Lean ASM?

a. all b.Faster,Cheaper,Better delivery c. CSAT and Margin Improve d. Creation of Learning

12.which of the following are examples of  best practice

a. all b.Incedent Category c. PrioritizTION OF SR'S d. Hierarchical Escalation

13.Some thing that currently required by the process but creates no value is

a.ENVA b. VA c.NVA d.standardizaton

14.which of the following is not part of Maintenance activity :

a.Adaptive mgmt b. corrective mgmt c .proactive mgmt d. preventive mgmt

15.Which support group is responsible for activities like verifying physical layer issue, resolving
username and password problem, uninstalling /reinstalling basic software application etc.?

a. Level 3 b. Level 0 c. Level 1 d. Level 2

16.Response and Resolution Time is the KPI of

a. Service Desk b. Problem mgmt c. Team member d. Project manager

17. 7 R’s are part of :

a. change mgmt b. Release mgmt c. reactive problem mgmt d. request fulfillment

18. Which of the following is a function :

a. Demand mgmt b. Evalution v. Application mgmt d. Continual Service Improvement

19 .What are the Key Artifacts of ASM ?

a. Runbook b.KeDB c. SLA Document d. All the above

20 .what process is followed for ity /Outages in Production Env

a.Service Level mgmt b. problem mgmt c. incident mgmt d. none

21. Which of the following would not be a likely key matric for Incident mgmt process?

A .total no of incidents logged in the past month

b.Time to resolve underlying root cause and prevent recurring incidents

c.Total no of major incidents d. Avg cost to resolve each incident

22. post impkementation review (PIR) is part of which process

a. Incident mgmt b. change mgmt c. problem mgmt d. Request Fulfillment

23.In which of the following service desk model, the support team can provide support from any
location due to technological advancements:

a. follow the sun b. Virtual c. Central d. Local

24. Workaround is :

a. Temporary Sol b. Permanent Sol c. Is a Problem d. Not a Sol

25. Which of the following is part of Adaptive maintenance :

a. all b. O/S upgrade c. Hardware upgrade d. Technology refresh

26. Which of the following is not a benefit of the following process :

a. Be more competitive b. Increase rework and redundant work

c. provide services that meet business, customer and user demands

d. improve project

27.Which of the following is not a Lean Technique

A .Identification of waste b. Standardization of working methods around the “one known best way”

c. Statistical Process Control d. Visual mgmt

28. Which of the following is not a part of Adaptive maintenance :

a. O/S upgrade b. Manage System Performance error c. Hardware upgrade d. Technology refresh

29. Which of the following does not represent the importance of ASM?

a. ASM is highly visible b. All the options c. None of the options d. ASM minimizes and prevents
service interruptions

30 . Analysis of Right Sizing pillar takes into consideration

a. Capacity vs Demand b. Capacity vs Availability C. Capacity vs Service D. none

31. what artifact does the service Desk team refer for resolution of incidents?

A . Run book b. Key Operating Procedure C. KeDB d. Problem Database

32. The objective of Funnel model in ASM engagement are:

A none b. reduce the number of incidents c. Both d. Higher resolution of incidents at lower level of
support

33. which of the following is the targeted pyramid ratio within HCL?

And : 1:3:16

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

a. Alert b. Information c. Trigger d. Exception

35. Which of the following is NOT one of the ITIL core publications?

a. Service Optimization b. Service Transition C. Service Design D. Service Strategy

36. Which of the following is not activity of Level 1 support or Service Desk team ?

A . gather end-user information b. Integrated SLA reporting c. Application Health Check d. Log ticket

37. Who is generally the owner for Known Error Database

a. Service Desk Team B. Next Level Support team C. Development & Infrastructure Team d.
Problem mgmt process

38. How will you derive the training plan for the team?

a. Through adhoc training based on customer’s requirements

b.Through skill index tracker

c.Through technical index tracker

d. Through TechCEED

39. What is the RACI model used for?

a.Documenting the roles and relationships of stakeholders in a process or activity

b.Defining requirements for a new service or process

c.Analyzing the business impact of an incident

d.Creating balanced scorecard showing the overall status of Service Management

40. Fixing defects in an application before it has moved into production is part of:

a. Application Development

b.Application Support

c.Application Maintenance

d.Application Support and Maintenance

41.Operating Level Agreement is part of

a.Service Operation

b.Service Level Management

c.Contract d.SOW

42. What does a service always deliver to customers?

a.Applications b.Value c.Resources d.Infrastructure

43.Which of the following is not part of Lean Principles

a.Specify Value b.Flow c.Perfection d.Push

44.Waiting for a system or login after a crash is an example of:

a.ENVA b.VA c.NVA d.None of the above

45.Trend Analysis and Major Review are part of which process:

a.Incident Management

b.Reactive Problem Management

c.Proactive Problem Management

d.Change Management

46.Common calls received from users for information or changes related to an IT Service, such as
password reset, and does not require an RFC is known as what?

a.Alert b.Problem c.Service Request d.Event

47. The following like data processing error, performance error, incomplete test of data etc. are part
of what kind of Maintenance activities:

a.Perfective Maintenance

b.Proactive Maintenance

c.Reactive Maintenance

d.Corrective Maintenance

48. What is the objective of Right sizing

a.Resource addition

b.resource optimization

c.service optimization

d.resource reduction

49.In the RACI model, what role represents the people, who are kept updated on the progress of
activities

a.Consulted

b.Informed

c.Responsible

d.Accountable

50.Application Portfolio Optimization is part of

a.Proactive & Predictive delivery pillar

b.transformation pillar
c.right-sizing pillar

d.performance management pillar

51.Requirements,Design, coding and testing are part of

a.application development

b.application support

c.application maintenance

d.both application and development maintenance

52. Something that is currently required by the process but creates no value is

a.ENVA

b.NVA

c.VA

d.Standardization

53. Which of the following task is not done by Level 2 support personnel:

a.Issue investigation & Resolution and providing workarounds and data fixes without code changes

b.ad-hoc inquiries and reporting

c.run book/support documentation maintenance /updation

d.Code investigation /bug fixes (corrective maintenance)

54.Referring the KeDB is an example of

a.ENVA b.VA c.NVA d.None of the above

55.What term in ITIL best reflects the underlying root cause for one or more incidents?

a.Event b.Service Request c.Problem d.Alert

56. During a client discussion, you are asked to summarize the meaning of an incident. Which of the
items below most appropriately defines an incident?

a.a support request not involving a failure in the IT infrastructure

b.any event, which may lead to the disruption or a decreased quality of a service

c.a disruption for which the root cause is known

d.the unknown root cause of one or more disruptions to service

57. which of the following represents an ASM Risk?

a. Loss of an ‘expert’

b.customer escalations

c.Low % of budget allocation

d. Demand Vs.capacity

58. The objective of which technique/framework is used to reduce waste

a.Six sigma b.Lean c.ITIL d.CMMi-services

59.Code changes are handled by which of the following groups:

a. Level 1 b. Level 2 C. Level 3 D . None

60. In a RACI Matrix ,which of the following is applicable uniquely:

a. Responsibility b. Informed c. Consulted d. Accountability

61.Which support group is responsible for application Knowledge build-up & KeDB article creation

a. Level 3 b. Level 2 c . Level 1.5 d. None

62. An Interactive Voice Recording (IVR) system is an example of :

a. Service desk or Level 1 support

b. Help desk or Level 0 support

c. Level 2 d. Level 3

63 . Service Desk is Process ?

a. Yes b. No c. none d. May be

64. ASM Charter

Ans: 6
65.Whcih of the following deals with technology refresh/ O.S or Hardware upgrade

Ans : Adaptive mgmt.

66.Which of the following represents key ASM Challenges?

Ans : All the options

67.Which of the following is not part of Adaptive Maintenance:

Ans:Managing System Performance error

68.ABC Consulting has been experiencing a spike in the level

And: Incidents should be prioritized based on Impact and Urgency

69.Root Cause analysis is done in:

Ans :Both Options

70.Which of the following is part of Maintenance activities:

Ans: Perfective Maintenance

71.Level 1 support or Service Desk team is responsible for which of the following activities?

Ans : All the options

72.Which of the following is targeted for automation

a. VA b. NVA c. ENVA d. None

73.Which maintenance activity aims to increase the systems maintainability:

a. Perfective b. Preventive c. Adaptive D. corrective