process space %282%29

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Process Space Questions

1. Which among below are the focus areas under operations maturity?

(a) Metrics culture

(b) Strong interface with CO and !

(c) !rocess de"nition# $mplementation and Compliance

(d) %ecording customer complaints

(e) Conducting meetings

Answer: a b and c

&. Which are the 'phases in the transition framewor ?

(a) !lanning

(b) nowledge transfer

(c) !ilot and guided support

(d) Ser*ice operations

(e) +usiness relationship management

Answer: a b and c

'. Which tool(s) is used for recording the audit "ndings,?(a) !rolite

(b) -smart

(c) Wi i

(d) %emedy

Answer : B

. Which function administers the si/ monthly $0 $S business CS 0 process?(a) Operations maturity

(b) 2 3

(c) 4%

(d) 5inance


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Answer : A

6. Ob7ecti*e of this phase is to ensure !roposal terms and conditions are clearlyunderstood by the deli*ery team and corresponding statement of wor is agreedupon by all sta eholders,. Which phase is this?

(a) !roposal

(b) 0ransition

(c) 5ormali8ation and 2ue diligence

(d) Ser*ice deli*ery

Answer: C

9. Ob7ecti*e of this phase is to ensure e:ecti*e transfer of all the information andnowledge re;uired from customer *endor to run o:shore ser*ices independentlyby Cogni8ant 0eam. Which phase is this?

(a) Ser*ice operations

(b) 0ransition

(C) 5ormali8ation and 2ue diligence

(d) Ser*ice deli*ery

Answer: B

. Which of the following statements is true for a ser*ice management plan (SM!)?

(a) Once appro*ed the SM! is not re*ised.

(b) SM! re;uires a re*iew whene*er there are ma7or changes.

(c) $t is necessary to update the Change og on subse;uent re*iews andappro*als of SM!


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(d) =one of abo*e

Answer: B and C

@. What is the fre;uency of the steady state phase !ro7ect management re*iew(!M%) for large engagements?

(a) Wee ly

(b) 5ortnightly

(c) Monthly

(d) -uarterly

Answer : C

1A. 0he ser*ice capability of each engagement is e*aluated and trac ed using

(a) Si/ Sigma score

(b) CS 0 score

(c) 2eli*ery maturity inde/

(d) Compliant register

Answer : C

11. Why is it important to daily measure the S B !$ performance and publish dailydashboard?

(a) OM -uality person re;uires it

(b) 2aily measurement triggers real time correcti*e actions

(c) +ecause it needs to be considered for daily practice le*el S compliancescore

(d) =one of abo*e

Answer : B and C

1&. 0o restore normal ser*ice operation as ;uic ly as possible and minimi8ethead*erse impact on business operations is the ob7ecti*e of which $0$ process?


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(a) %e;uest ful"llment

(b) %elease management

(C) Capacity management

(d) $ncident managementAnswer : D

1'. Which among the following is not an e/it criterion for the !ilotand guidedsupport phase?

(a) *ailability of signed o: run boo s or technical SO!s

(b) 2aily dash board implemented

(C) 0 e/ecution as per plan.

(d) !rocess documents re*iewed and signed o:

Answer : C

1 . Which of the following is not an ob7ecti*e of problem management?

(a) Minimi8e the impact of incidents that cannot be pre*ented(b) !re*enting problems and resulting incidents

(c) liminating recurring incidents

(d) %estoring normal ser*ice operations as ;uic ly as possible and minimi8ethe ad*erse impact on

Answer: D

16. What is best description of a nown error?(a) $ncident with causal analysis done

(b) problem that has a documented root cause and a wor around.

(c) Ser*ice re;uest which has not been completed but scheduled

(d) nowledge base with errors


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Answer: B

19. 0he four stages of the 2eming cycle are?

(a) !lan Measure Monitor %eport

(b) !lan chec %eact $mplement

(c) !lan 2o ct udit

(d) !lan 2o Chec ct

Answer: D

1. 0he goal of con"guration management is to?

(a) ccount for all the "nancial assets of the organi8ation

(b) !ro*ide accurate information on con"gurations and their documentationto support all the other Ser*ice Management processes

(c) +uild ser*ice models to 7ustify $0$ implementation


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(d) $mplement $0$ across the organi8ation

Answer :B

1@. Which among the following is not an aim of change management process?

(a) Minimi8e impact of change related incidents

(b) Standardi8ed methods and procedures are used for eDcient and prompthandling of changes

(c) ll changes are handled in a prompt manner.

(d) ll budgets and e/penditure are accounted for

Answer :D

&A. +usiness# ser*ice and component based considerations are handled as a subprocess of which $0$ process?

(a) Capacity management

(b) Supplier management

(c) $ncident management

(d) Change management

Answer : A

&1. 2etermining the *ital business functions and impact arising from $0 componentfailure is done in which $0$ process.


(b) Supplier management(c) *ailability management


Answer :C


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&&. Which is the team from C0S that re*iews the pro7ect speci"c +C! re;uirementsand tests

the +C! at de"ned fre;uency?

(a) Operations maturity

(b) 3lobal information security (3$S)

(c) 5inance

(d)4%

Answer : B

&'. n $ncident occurs whenE

(a) useris unable to access a ser*ice during ser*ice hours

(b) n authori8ed $0 sta: member is unable to access a ser*ice during ser*icehours

(c) networ segment fails and the user is not aware of any disruption toser*ice

(d) user contacts the Ser*ice 2es about slow performance of anapplication.

Answer :All the above

& . 2etermining *ital business functions and designing greater le*el of resilience isdone by?


(b) Supplier management

(c) *ailability management


Answer: C


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&6. 0he following is not a ey acti*ity of the $0 ser*ice continuity proess?

(a) +usiness impact analysis

(b) %is ssessment(c) 0esting strategy

(d) Monitoring ser*ice a*ailability

Answer: D

&9. Ser*ice le*el agreement is?

(a) 0he part of the contract that speci"es responsibility of each party

(b) n agreement between ser*ice pro*ider and an internal organi8ation

(c) n agreement between ser*ice pro*ider and an e/ternal organi8ation

(d) n agreement between ser*ice pro*ider and their customer

Answer: D

&. root cause analysis is to be done when?

(a) 0here are S breaches


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(b) Customer escalations

(c) Customer satisfaction sur*ey is not meeting the e/pectations

(d) 0here are non conformance reported in internal audit cycle

(e) =one of abo*e(f) ll of abo*e

Answer : F

&@ . S pro7ect creation is carried out in which phase?

(a) !roposal

(b) 5ormali8ation and due diligence

(c) 0ransition

(d) 2eli*ery management

Answer : B

'A. 2M lC are the phases of which methodology?

(a) Si/ Sigma

(b) S$!OC

(c) Ser*ice 0ransformation

(d) $0 $S

Answer : A

'1. 0he ris e/posure *alue is a factor of which parameters listed below?

(a) !robability

(b) $mpact

(C) 2etectability

(d) S ills of deli*ery manager


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(e) Customer location

Answer : B and C

'&.0he deli*ery maturity inde/ for a pro7ect is a factor of which parameters listedbelow?

(a) S performance

(b) scalations

(c) nowledge management

(d) %is ssessment

(e) Monetary wards from customer

Answer : a, b, c, and d

''. 0he technology maturity inde/ for an engagement is assessed by whichfunction?

(a) Operations maturity

(b) CO (Committee of e/pertise)

(C) !roduction engineering

(d) =SS

Answer : B

' . formally negotiated agreement to identify e/pectations# clarify responsibilitiesand facilitate communication between ser*ice pro*ider and customer# to pro*ide acertain le*el of ser*ice is called as

(a) Operational le*el agreement

(b) !ro7ect plan

(c) Ser*ice le*el agreement


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(d) Wor Order

Answer :C

'6. document which e/plains the formulae details# e/ceptions. data source etc fora metrics is called as

(a) S B !$ Operational de"nition document

(b) !M%

(c) 4eat Map report

(d) utomation maturity inde/

Answer : A

'9.Which report mentions the trending of 2M$B M$ and 0M$ across *erticals andengagements?

(a) %is and escalation report

(b) 0ransition status report

(c) 4eat Map assessment report

Answer : C

'


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'>.Which acti*ity ta es place immediately after recording and registering anincident?

a. nalysis and diagnosis

b. Classi"cation

c. Matching

d. Sol*ing and restoring

Answer: B

'@.Which $0$ process has the ob7ecti*e to monitor the $0 ser*ices by maintaining alogical model of the $0 infrastructure and $0 ser*ices?

a. Capacity mgt

b. Change Mgt

c. Con"guration Mgt

d. 5inancial Mgt

Answer: C

A. Which statement best describes the role of a ser*ice des

a. 5irst point of contact for the customer

b. !rimary dec of Ser*ice des is to in*estigate problems

c. $t ensures that the agreed $0 ser*ice is a*ailable

d. $t ensures that the telephone is always manned.

Answer : A

1. Which acti*ity is not a ser*ice des acti*ity?

a.%egistering incidents

b.Sol*ing a problem


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c.%elating an incident to a nown error

d. pplying temporary "/es

Answer : B

&. Which of the following are the ob7ecti*es of release and deploymentmanagement process?

a. 0o ensure there are clear release and deployment plans

b. 0o ensure that s ills and nowledge are transferred to operations andsupport sta:

c. 0o ensure there is minimal unpredicted impact on production ser*ices#operations and support

d. 0o pro*ide cost 7usti"able $0 capacity that is matched to the needs of thebusiness

Answer : a, b and c only

'. ser*ice des recei*es di:erent type of calls. Which if the following is anincident?

a. $nformation about roll out of a speci"c application

b. noti"cation that a new toner cartridge has been installed

c. system message that a printer is not wor ing

d. re;uest to install a new boo eeping pac age

Answer : C

. Which process is responsible for discussing reports with the customer showingweather ser*ices ha*e met their targets?

a. Continual ser*ice impro*ement

b. +usiness relationship management


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c. Ser*ice le*el management

d. *ailability management

Answer : C

6.Ser*ice le*el agreement is

a. 0he part of contract which speci"es responsibility of each party

b. n agreement between ser*ice pro*ider and internal organi8ation

c. n agreement between ser*ice pro*ider and e/ternal supplier

d. n agreement between ser*ice pro*ider and their customer

Answer : D

9.0he priority of an incident refers to?

a. 0he relati*e importance of the incident based on impact and urgency

b. 0he speed with which the incident needs to be resol*ed

c. 0he number of sta: that will be assigned to wor on the incident so thatit is resol*ed in time

d. 0he escalation path that would be followed to ensure resolution ofincident

Answer : A


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c. Manager submits a re;uest for a new employee to be gi*en access to anew application

d. user logs on to internal website to download a licensed copy of asoftware from a list of appro*e options

Answer : B

>.$ncident management has a *alue to the business by?a. 4elping control infrastructure cost of adding new technologyb. nabling users to resol*e problemsc. 4elping to align people and process for a deli*ery of ser*iced. Contributing to the reduction of impact.

Answer : D

@.Which of the following best describes the purpose of e*ent management?a. 0he ability to detect e*ents# ma e sense of them and determine

appropriate control actionb. 0he ability to implement monitoring toolsc. 0he ability to monitor and control the acti*ities of technical sta: d. 0he ability to report on the successful deli*ery of ser*ices by chec ing

the uptime of infrastructure ser*ices

Answer : A

6A. n $ncident or !roblem for which the root cause is nown and for which atemporary Wor around or a permanent alternati*e has been identi"ed is calledas

a. Changeb. !roblemc. nown errord. *ent

Answer : C

61.Which of the following is =O0 an ob7ecti*e of problem management?

a. Minimi8e the impact of incidents that cannot be pre*ented

b. !re*enting problems and resulting incidents from happening

c. liminating recurring incidents

d. %estoring normal ser*ice operation as ;uic ly as possible andminimi8ing ad*erse impact on business


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Answer : D

6&.Which of the following best describes a ma7or incident?

a. comple/ incident which re;uires a n incident that re;uires large rootcause analysis before any number of people to resol*e wor around canbe found

b. n incident that is so comple/ that the ser*ice des ta es longer than"*e times the normal time to log it.

c. 0he incident which has high impact on the business.

Answer : C

6'. measure of how long it will be until an incident# problem or change has asigni"cant impact on the business is a de"nition of

a. Frgency

b. $mpact

c. !riority

d. M00%

Answer : A

6 . process to notify all sta eholders. opening a dedicated bridge and updatingsta eholders on the progress# implementing decisions ta en in the call#contacting CO s$SM s if the issue is not resol*ed is de"ned in

a. !roblem management process

b. Critical situation management process


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c. Change management process

d. Ser*ice des process

Answer : B

66. problem management is an

a. !roacti*e process

b. %eacti*e process

c. +oth reacti*e and proacti*e process

d. =one of the abo*e

Answer : C

69.Which of the following tas s is a part of proacti*e problem management?a. Ma ing a change to resol*e a problemb. %egistering fre;uently occurring errorsc. naly8ing trendsd. Managing nown errors

Answer : C

6


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[email protected] which $0$ process are reliability# ser*iceability and maintainabilitycomponents?

a. $0 ser*ice continuity managementb. Ser*ice le*el managementc. !roblem managementd. *ailability management

Answer : D

9A.0he ability of a Con"guration $tem or $0 Ser*ice to resist 5ailure or to %eco*er;uic ly following a 5ailure is called as

a. %esilienceb. %esistancec. %epeatabilityd. 0oughness

Answer : A91.Which $0$ process is responsible for determining the hardware necessary in

order to support an application?

a. *ailability management

b. Capacity management

c. Change management

d. Con"guration management

Answer : B

9&. n analysis is made regarding the e/pansion of the customer informationdatabase. 0he result indicates that the mainframe dis capacity must beincreased to accommodate thee/pected growth of the database in the foreseeable future. Which process isresponsible for sharing this information on time# to ma e sure that the a*ailabledis space is suDcient?

a. *ailability management

b. Capacity management


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d. Security management

Answer : B

9'.4ow a change that must be made ;uic ly is called?

a. 5ast change

b. Frgent change

c. n unplanned change

d. Standard change

Answer : B

9 .What is a re;uest to replace something within the $0 infrastructure called?

a. %eplacement re;uest

b. %e;uest for change

c. %e;uest for release

d. Ser*ice re;uest

Answer : B

96.What is the term used for a fully described and appro*ed change that does notha*e to bee*aluated by change management each time?


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a. %e;uest for change

b. Ser*ice re;uest

c. Standard change

d. Frgent change

Answer : C

99.Which $0$ process carries out a ris analysis on the possible threats to and*ulnerabilities of the $0 infrastructure?

a. Con"guration management

b. $0 ser*ice continuity management

c. !roblem management

d. Capacity management.

Answer : B

9


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9>.When is a bac out plan in*o ed?

a. When it is found that something went wrong when building a change

b. When it is found that something went wrong when implementing achange

c. When it is found that something went wrong when scheduling resources

d. When it is found that something went wrong when testing a change.

Answer : B

[email protected] is the "rst acti*ity when implementing a release?

a. 2esigning and building a release

b. 0esting a release

c. Compiling the release schedule

d. Communicating and preparing the release.

Answer : C


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e. ll of abo*e

Answer : E


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a. standard change is one for which the approach is pre authori8ed bychange management

b. ach standard change is granted by the nominated authority for thatchange

c. Standard changes are usually low ris and well understood

d. Standard changes are only raised using the re;uest ful"llment process.

Answer : D

< .0he three sub processes of capacity management areE

a. +usiness. ser*ice and component capacity management

b. Supplier# ser*ice and component capacity management

c. Supplier. ser*ice and technology capacity management

d. +usiness. capacity# technology and component capacity management

Answer : A


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Answer : B


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b. Change database

c. Con"guration database

d. Capacity management database

Answer : A

>&.0he utomation Maturity inde/ for an engagement is assessed by whichfunction?

a. =SS

b. CO

c. !roduction engineering

d. Operations maturity

Answer : C

>'. $0 $S !ro7ects reports the S compliance# Customer Complaints I any pro7ectissues# if any on a daily basis in the form of a

a.!M%

b.MetSoo

c.2aily 2ashboard


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d.S ssessment %eport

Answer : C

> . customerbased Ser*ice e*el greement structure includesE

a. n S co*ering all Customer groups and all the ser*ices they use

b. S s for each ser*ice that are Customer focused and written in businesslanguage

c. n S for each ser*ice type# co*ering all those Customer groups that usethat Ser*ice

d. n S with each indi*idual Customer group# co*ering all of the ser*icesthey use

Answer : D

>6. 2oes !roblem Management depend =0$% J on ha*ing a mature $ncidentManagement process in place?

a. Jes# because without a mature $ncident Management process in place thereis no reliable information a*ailable

b. =o# because the ;uality of $ncident Management information is of littleimportance to proacti*e !roblem Management

c. =o# because progress can still be made on sol*ing long standing !roblems

d. Jes# because trend analysis cannot be underta en without a lot of accurate$ncident Management information

Answer :C


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>9. Which of the following metrics is most rele*ant in determining the *alue addedby !roblem

Management to the Ser*ice 2es ?

a. 0he number of !roblems raised

b .0he number of nown rrors identi"ed

c. 0he number of !roblems correctly categori8ed

d. 0he number of %5Cs raised

Answer : B

>


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b. When it is a Ma7or $ncident

c. $f the person reporting the incident is *ery senior

d. =e*er

Answer :D

@A. 0he wording of S s and O s should beE

a. 0echnically focused# so that they may be understood by $0 professionals

b. mi/ture of business# technical and legal language. so that they can beunderstood by e*eryone

c. Clear and concise# lea*ing no room for ambiguity.

d. egally worded as they must be contractually binding

Answer : C

@1. Which of the following represents the four stages of the 2eming cycle in thecorrect order

a" Chec # !lan# 2o# ct

b" ct# !lan# 2o# Chec

c" !lan# 2o# Chec # ct

d" ct# Chec . 2o# !lan '

Answer : C


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@&. 0he suggestion %C & techni;ues for any S 2iagram de*iation isBare

a. !areto nalysis O=J

b. !areto nalysis I 5ishbone

c. 5ish +one 2iagram O=J

d. S$!

Answer : B

@'. One of the ey ob7ecti*es of Metrics group(SM3) is to

a. 2e"ne !$s that reKect eDciency and e:ecti*eness of the operations

b. $dentify opportunities for Ser*ice $mpro*ement

c. 2ri*e Si/ Sigma I ean !ro7ects

d. 2e"ne I Maintain

Answer :A

@ . Combination of two or more measures used to compare processes. pro7ects#products. .g. !roducti*ity. Seat Ftili8ation etc is de"ned as

a. +aseline

b. Metrics

c. %e;uest


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d. Measure

Answer : B

@6. !M% stands for

a. !eer Management %e*iewb. !erformance Management %e*iew

c. !ro7ect Management %e*iew

d. !ro7ect Metrics %e*iew

Answer :C

@9. stablishing 3o*ernance is a part of which 0ransition !hase

a. nowledge 0ransfer

b. Steady State

c. !lanning

d. !ilot I 3uided !hase

Answer : !

@


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c. 0C3

d. ! # OMI0C3

Answer : C

@>. CM facilitates producti*ity and automation initiati*es in *arious deli*eries alongwith CO and ! teams.

a. 0%F

b. 5 S

Answer : A

@@. l0lS -Hiew is aligned to l0$ H' ifeCycle

a. 0%F

b. 5 S

Answer : A

1AA. What is the % C$ model used for?

a. 2ocumenting the roles and relationships of sta eholders in a process oracti*ity.

b. 2e"ning re;uirements for a new ser*ice or process


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c. naly8ing the business impact of an incident

d. Creating a balanced scorecard showing the o*erall status of Ser*iceManagement.

Answer : A

1A1. Which are the missing Ser*ice Operation processes from thefollowing?

1. $ncident Management

&. !roblem Management

'. ccess Management

? 6?

a. *ent management and %e;uest 5ul"llment

b. *ent Management and Ser*ice 2es

c. 5acilities Management and *ent Management

d. Change Management and Ser*ice e*el Management.

Answer: A

1A&. $nfrastructure %eadiness is a part of !ilotI 3uided !hase

a. 0%F

b. 5 S

Answer : B


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1A'. 0he greement containing terms and conditions and description of ser*iceswhich may be used in absence of Master greement to ser*e as contractualdocuments

a. Master +usiness greement

b. Master Ser*ice greement

c. Statement of Wor

d. etter of $ntent

Answer : D

1A . SM! stands for

a. Ser*ice Management !lan

b. Ser*ice Management !rocess

c. Software Management !rocess

d. Ser*ice Management !ro7ect

Answer : A

1A6. :ecti*eness of 0ransition is measured as part of

a. 2ashboard

b. Met +oo

c. 0ransition Wor boo

d. 2I Scorecard


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Answer : D

1A9. %esource $denti"cation is a part of which 0ransition !hase

a. nowledge 0ransfer

b. Steady State

c. !lanning

d. !ilot I 3uided !hase

Answer : C

1A. 0ransition CS 0 sur*ey is administered to Customer to obtain feedbac on 0ransition by

a. OM

b. 0ransition Manager

c. !


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d. Co

Answer : B

1A@. business agreement between organi8ation and the customer.5orming the basis for pro7ect e/ecution.

a. Statement

b. Contract

c. Clause

d. etter

Answer : B

11A. ContractBSoW Should are re*iewed by technical# "nance and legal groupsbefore submitting to customer.

a. 0%F

b. 5 S

Answer : A

111. 2uring the 0ransition !hase. %is updation is a part of(a) 0ransition Score Card(b) 2eploymentI :ecti*eness Score Card(c) 0ransition !M%(d) 0ransition Wor boo


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Answer : All the above

11&. 0he ob7ecti*e of the Change Management process is most accuratelydescribed as

a. nsuring that all changes are recorded# managed# tested implemented in acontrolled manner

b. nsuring that changes to $0 and infrastructure are managed eDciently ande:ecti*ely

c. nsuring that all changes ha*e appropriate bac out plans in the e*ent offailure

d. !rotecting ser*ices by not allowing changes to be made.

Answer : A

11'. 0he $nformation Security !olicy should be a*ailable to which groups of people?

a. Senior business managers and all $0 sta: e/ecuti*es and the Security

b. Senior business managers. $0 Manager

c. ll customers# users and $0 sta: Management sta: only.

d. $nformation Security

Answer : C


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11 . 0he spell chec module of a word processing software pac age contains a

number of errorsL 0he 2e*elopment department has corrected these errors in a new*ersion. Which process is responsible for ensuring this updated *ersion is tested?

a. Con"guration Management

b. $ncident Management

c. !roblem Management

d. %elease Management.

Answer : D

116. Of which $0$ process are %eliability. Ser*iceability and Maintainabilitycomponents?

a. $0 Ser*ice Continuity Management

b. Ser*ice e*el Management

c. !roblem Management

d. *ailability Management

Answer : D

119. 0he $SO standard for $0 ser*ice management is

a. $SO &AAAA


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b. $SO @AAA

c. $SO 1 AAA

d. $SO @AA

Answer : A

11. 5irst call resolution is a typical metrics for a

a. !roblem management

b. Ser*ice des


d. ccess management

Answer : B


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11@. Mean time to resol*eBrepair is a typical metrics for a

a" $ncident management

b" Change management

c" Capacity management

d" *ailability management

Answer : A

1&A. Con"guration items discrepancy is a typical metrics for a

a. Change management

b. Con"guration management

c. *ailability management

d. $ncident management

Answer : B

1&1. Which of the following is =O0 an agenda item in the !M%a. !ro7ect metrics

b. !ro"tability

c. Ser*ice $mpro*ements

d. Organi8ation + S sur*ey compliance


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Answe r: D

1&&. Which among the following is not a !$ for ser*ice le*el management ?

a. =umber of ser*ices co*ered by S s

b. =umber of S s where the agreed ser*ice le*els are ful"lled

c. =umber of Ser*ices where S 6 are bac ed up by corresponding O 6$ FCs

d. =umber of resources which ha*e cleared l0l *'.

Answer : D

1&'. 0he total time elapsed. from the time of disaster until $0 infrastructure anddata is reco*ered

and pro7ect can resume operations is the

a. %eco*ery time ob7ecti*e

b. %eco*ery point ob7ecti*e

c. +C! Ob7ecti*e

Answer : A

1& . Which among the following a =O0 a parameter in the deli*ery maturityinde/?

a. S performanceb. nowledge managementc. 0ic et creation automationd. %is managementAnswer : C


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1&6. collection of one or more changes that includes new andBor changedcon"guration items that are tested and then introduced into the li*e en*ironment isa

a. Change

b. %elease

c. $ncident

d. %e;uest

Answer :B

1&9. 0ic et re*iew is done because

a. $t is mandated by OM -%

b. $t is a template in -*iew

c. 0o *erify if the incident classi"cationBresolution process is followed as perguidelines.

Answer : C

1&


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1&>. What is -*iew?

a. -MS

b. template

c. !rocess

d. document

Answer : A

1&@. -uality and producti*ity organi8ation structure includes?a. $0 $S S 3b. $0 $S S 3c. $0 $S SM3d. ll of the abo*e

Answer: D1'A. Which of the following is correct with regards to organi8ation ;ualityob7ecti*es?

a. /ceed customer e/pectationb. Meet speci"c product ;uality re;uirements.

c. 2eli*ered within the budgeted cost.d. ll of the abo*eAnswer : D

1'1. -*iew process are compliant to Ea. $SO &AAAA and $0$ 5rameworb. $SO @AA1 E &AAAc. CMM$ e*el 6 *er 1.& and $SO &


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b. 0

c. !ilotI 3uided Support !hase

d. ll of the abo*e

Answer : A

1' . !roposal phase of the $0 $S !rocess framewor belongs to which $0$ processareas?

a. Ser*ice strategy I Ser*ice design.

b. Ser*ice design and Ser*ice 0ransition

c. Ser*ice 0ransition I Ser*ice operations

d. Ser*ice strategy I Ser*ice Operation

Answer: A

1'6. 5ormali8ation and 2ue diligence phase of $0 $S !rocess framewor belongs towhich $0$ process areas

a. Ser*ice strategy

b. Ser*ice design

c. Ser*ice transition

d. Ser*ice Operations

Answer: B


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1'9. nowledge transfer of $0 $S !rocess framewor belongs to which $0$ processareas?

a. Ser*ice strategy

b. Ser*ice design

c. Ser*ice transition

d. Ser*ice Operations

Answer: C

1'


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Answer : A

1'@. CS 0 is done during which phase of 0ransition lifecycle, ?

a. !lanning !hase

b. 0


d. ll of the abo*e

Answer : C

1 A. CS 0 is administered during the 0 phase of the 0ransition G0%F or 5 S

Answer : False

1 1. 4ow is the transition progress trac ed in an engagement

a. 2I Scorecard

b. Wee ly report

c. 0ransition !M%

d. 0ransition 3o*ernance

Answer : A

1 &. 2aily 2ashboards are initiated during

a. Steady State


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b. 0 phase

c. !ro7ect planning phase

d. !ilot I 3uided Support

Answer : D

1 '. udits are conducted only during steady state N0%F or 5 S

Answer : False

1 . %5! stands for

a. %esponse 5or proposal

b. %e;uest for !roposal

c. %e;uest for policy

d. %e;uest for pro7ect

Answer : B

1 6. 2eployment parameters in the 2I scorecard are(i) 3o*ernance

(ii) Customer reports

(iii) !rocess 2ocumentation(i*) CritSit Management

Answer : 1 and !


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1 9. !reparing 0ransition !lan in line with SoW and obtain customer sign o: isresponsibility of

a. -uality %epresentati*e

b. 2eli*ery ead

c. 0ransition Manager

d. Operations Manager

Answer : C

1 . !M% is conducted only during steady state E N0%F or 5 S

Answer : FA%SE

1 @. 0C3 leads are not a part of 0ransition 3o*ernance meetings E N0%F or 5 S

Answer : &'(E

16A. MS stands for


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a. Ma7or Supplier greement

b. Master Ser*ice greement

c. Management Supplier greement

d. Master Supplier greement

Answer :B

161. =on disclosure agreement signed at the start of interaction with thecustomer E N0%F or 5 S

Answer : &'(E

16&. Ol stands for

a. e*el Of $n*estigation

b. etter Of $ntent.

c. ine Of $nitiation

d. etter Of $n*estigation

Answer : B

16'. C%$0S$0 Management is done during which phase

a. 2eployment

b. :ecti*eness


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Answer : B

16 . +usiness impact Fnderstanding presentation is done during ?

a. !lanning !hase

b. 0


d. ll of the abo*e

Answer : A

166. 0ransition !lanning acti*ities?

a. Obtain sales hando*er

b. Contract re*iew

c. %esource and transition planning

d. ll of the abo*e

Answer : D

169. $nput for nowledge 0ransfer phase is

a. !ro7ect plan

b. 0ransition !lan


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a. start shadowing

b. ram up pro*iding supportto customer

c. Measuring# trac ing I reporting of S s I !$s

d. ll of the abo*e

Answer : D

191. What is purpose of Cogni8ant,s !olicy ?

a. !ro*ides Hision and approach

b. 0ells us what to do

c. 0ells us how to do

d. !ro*ides tools format

e. ll the abo*e

Answer : A

19&. Which group administers the +usiness C sat sur*ey

a. !MB !

b. Ser*ice 2es

c. OM

d. 0hird !arty

e. =one of the abo*e


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Answer: C

19'. What are the challenges related to +usiness and $0 alignment

a. arge teams and people issues

b. Con*ergence of strategy. go*ernance and management

c. Changing architectures

d. Wea 0ool support

Answer : B

19 . What are the challenges in $nsuDcient Collaboration?

a. Compliance and control

b. Measuring $0 in business *alue outcomes

c. arge teams and people issues

d. Compliance and control


Answer: D

196. $n which stage is the Start up audit conducted,

a. 0ransition phase

b. Ser*ice $nitiation phase


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c. Steady state Operation !hase

d. Continuous $mpro*ement !hase


Answer: B

199. What are the' phases of 0ransition !hase ?

a. 0ransition !lanning

b. nowledge 0ransfer

c. !ilot I guided Support

d. Option 1 and & abo*e

e. ll of the abo*e

Answer : D

19


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Answer : A

19>. What does 2M$ stand for?

a. 2eli*ery Maturity $nde/

b. 2eli*ery Monthly $nde/

c. 2eli*ery Monitory $nde/

d. 2eli*ery Monthly $ndicator

Answer: A

19@. %un boo s contain information aboutE

a. 0echnical !rocedures

b. +C! 3uidelines

c. 0ransition !rocess

d. 0ic et Status

Answer : A

1


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d. fter 1st udit

Answer : B

1


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c. ccountable

Answer : A

1< . S 3 team ey ob7ecti*e is?

a. ngineering

b. :ecti*eness

c. nabling

Answer : A

1


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c. balancing stability responsi*eness

d. Multi location support

Answer : A

1


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Answer : D

1


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1>&. udit 5indings are logged in ?a. - *iewb. - smartc. udit 0rac erd. 2aily 2ashboard

Answer : B1>'. Si/ Sigma $nitiati*es are a part ofE

a. !ilot and 3uided supportb. Continuous $mpro*ement !rocess

c. Steady State operations

d. Customer relationship managementAnswer : B

1> . $n $0 $S !rocess framewor which are the $0$ acti*ities?a. !roposalb. Ser*ice Supportc. Ser*ice 2eli*eryd. +usiness %elationship managemente. Option & and ' abo*e

Answer : E

process space %282%29

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