1. A diagram showing the reporting and responsibility relationships between staff B.

OSI
of an organisation is:- C. ILO
A. Fish-Bone diagram D. IMF
B. Organizational Structure E.
C. Entity Relationship 8. The practice of rethinking and redesigning the way work is done to better
D. PERT Diagram support of an organization's mission and reduce costs.
2. A contract that binds a service provider to give a certain level of service A. Identification of Business opportunities
between service provider and its client. Is:- B. Business Process Reengineering (BPR)
A. service level agreement C. Arranging Organizational system
B. Sponsor D. Value stream
C. Stakeholder 9. Penetrative and Radical change that an organization would attain for its
D. Disaster recovery plan development.
3. Suppose you are a system administrator of an organization. Which one of the A. Continuous improvement/KIZEN
following most not critical situation regarding the system you are B. Muda
administering? C. Breakthrough Improvement
A. Securing the system in order to prevent unauthorized access. D. Relevant Metrics
B. Installing up-to-date anti malicious software. 10. A requirement what the system must do or what the software should do.
C. Regular backup of data. A. Business requirement
D. Installing UPS as power recovery and management mechanism. B. Functional Requirement
4. One of the following is an external threat. C. Non-Functional requirement
A. viruses corrupt or delete data D. User requirement
B. The wrong disk is formatted destroying data and software. 11. A project plan may include a number of variables. Which one of the following
C. Data and software are intentionally destroyed or corrupted. is not a variable of project plan?
D. Hackers corrupt or steal data A. Project scope
5. An attempt to decrease the probability (may be even to 0) of the event B. Project Objectives
occurring or causing damage. C. Project Budget
A. Prevention D. Project Stakeholder
B. Recovery 12. One of the following step-by-step path is correct about plan and monitor the
C. Contingency plan system pilot
D. Threat A. Install Pilot system Monitor implementation of Pilot system 
6. Which one of the following is not included under Quality Management Plan prepare for Pilot System Evaluate pilot System
regarding the project and the project work? B. Monitor implementation of Pilot system Install Pilot system
A. Quality control. prepare for Pilot System Evaluate pilot System
B. Quality assurance C. prepare for Pilot System Install Pilot system Monitor
C. Quality improvement. implementation of Pilot system  Evaluate pilot System
D. Quality Plan D. Evaluate pilot System  prepare for Pilot System Monitor
7. An international organization responsible for setting out of the quality of implementation of Pilot system  Install Pilot system
standards. 13. Which of the following is not true about action plan?
A. ISO
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Knowledge Assessment. Information Technology. Service Mgt_LV_V1 (Oct 2014)
 A. It is an organizational strategy to identify necessary steps towards a C. Act  CheckPlan Do
goal. D. Act  Plan Do Check
B. A tool in social planning. 20. Suppose your organization is planning to expand in all dimensions. Regarding
C. It helps us turn our dreams into a reality. using of ICT the organization assigned you to conduct a research regarding the
D. It is concerned about the organizational structure. newly available technologies in the market. Which one of the following
14. The action plan for your initiative should meet several criteria. One of the hardware and software combination is most likely be the best to be chosen?
following is not incorporated under those criteria’s A. A high speed and larger storage capacity Server computer running an
A. Completeness operating system like windows server 2000, Linux, and Ubuntu.
B. Clarity B. A high speed and larger storage capacity Server computer running an
C. Equivocal operating system like windows server 2012, Linux 2014 version.
D. Currently/Up-to-date/ C. An average speed and medium storage capacity Server computer
15. In customer welcoming environment, all except one should be fulfilled for running an operating system like windows server 2000, Linux , and
better customer satisfaction. Ubuntu
A. Clean Up the environment D. All of the above are good enough to be chosen.
B. Offer a Greeting
C. Add Some Comfort
D. Tell him/her more about you 21. As an IT service manager, which one of the following is not concerned about
16. In providing excellent customer service which one of the following is you to have a good knowledge of the market, regarding ICT that would help
inappropriate? your organization?
A. Know Your Product/Service A. Having basic knowledge of quality assurance practices, to promote
B. Say Thank You reliable investigation processes.
C. Be sluggish B. To have the ability to apply technical knowledge in the preliminary
D. Show Respect analysis of emerging technology according to organizational
17. The correct path for system development life cycle (SDLC) uc 3 requirements or practices
A. Planning  Analysis  Design  Implementation Maintenance C. Ability to convey and access conceptual information regarding
B. Planning  Design  Implementation Analysis Maintenance emerging technology in relation to organizational needs and create
C. Planning  Design Analysis  Implementation Maintenance good relationship with other industries, suppliers and venders.
D. Planning  Analysis  Design  Implementation  Maintenance D. You must have the ability to develop a software
18. Which one of the following is not the fundamental skill of a manager?
A. Interpersonal,
B. Conceptual,
C. Diagnostic,
D. Impatient
19. Among the most widely used tools for continuous improvement is a four-step
quality model, also known as Deming Cycle or Shewhart Cycle. Which one is
the correct step of the model?
A. Plan Check Do Act
B. Plan DoCheck Act
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Knowledge Assessment. Information Technology. Service Mgt_LV_V1 (Oct 2014)
 SECTION B – MATCHING
TYPE QUESTIONS
R .1 Solution developers and business clients working together A. Quality control
Q… 2. used to verify the quality of the output B. Quality Assurance
F … 3. Believes and Values an organization C. Technical Skill
E. 4. Communication skill D. The most common stakeholder
C. 5. Knowledge of a particular hardware or software E. Soft skill
D … 6. Sponsor F. Organizational culture
N …. 7. Business-critical functions G. Organizational politics
G … 8 .The thing that happen in an organization H. contingency plan
H ...9. Preparing an automatic backup generator for emergency power supply. I. Recovery
M.. 10. Characteristics a software should have J. ISO
P ……. 11. Someone who goes to people or places to obtain the goods or services they need. K. Quality Control and Assurance
S ……12.a plan for action that sets out to achieve goal or several goals. L. Quality Maintenance
I …….13 system can be quickly restored after the event occurs. M. Functional requirement
K…… 14. Verifying the quality of the output and process of managing quality N. payroll
O …… 15. Authorized business representative or client O. Appropriate person
P. Customer.
Q. Business owner
R. Project team
1 B/ Organizational Structure S. Strategy
2 A/ service level agreement
3 D/ Installing UPS as power recovery and management mechanism.
4 D/ Hackers corrupt or steal data
5 A/ Prevention Answer
6 D/ Quality Plan
7 A/ ISO
8 B/ Business Process Reengineering (BPR)
9 C/ Breakthrough Improvement
10 B/ Functional Requirement
11 D/ Project Stakeholder
12 C/ prepare for Pilot System Install Pilot system Monitor implementation of Pilot system  Evaluate pilot System
13 D/ It is concerned about the organizational structure.
14 C/ Equivocal
15 D/ Tell him/her more about you
16 C / Be sluggish
17 A/ Planning  Analysis  Design  Implementation Maintenance
18 D/ Impatient
19 B/ Plan DoCheck Act
20 B / A high speed and larger storage capacity Server computer running an operating system like windows server 2012 ,
Linux 2014 version.
21 D / You must have the ability to develop a software
1 R / Project team
2 A/ Quality control
3 F/ Organizational culture
4 E/ Soft skill
5 C/ Technical Skill
6 D/ The most common stakeholder
7 N/ payroll
8 G/ Organizational politics
9 H/ contingency plan
10 M/ Functional requirement
11 P/ Customer
12 S / Strategy
13 I/ Recovery
14 K/ Quality Control and Assurance
3
Knowledge
15 Assessment
O/ Appropriate person . Information Technology. Service Mgt_LV_V1 (Oct 2014)