Which of the following statement/s is/are correct a) SLAs should define roles responsibilities responsibilities on both sides of the agreement b) SLAs should be regularly monitored and reports should be produced and circulated c) Underpinning contracts should be reviewed before SLAs are signed d) All of the above ans – All of the above Engagements of type ____________do not qualify for Managed Services life cycle a) L1 and L2 b) L2 and L3 c) L3 and L4 d) L1 and L4 ans L1 and L4 Output of transition closure is _____ a) Transition Plan b) Estimation Summary c) Lessons Learnt Document d) None of the above ans: c) Lessons Learnt Document Which is the key report that helps the organization foresee potential risks a) Daily dashboard b) Service Management Plan (SMP) c) Service Improvement Plan (SIP) d) None of the above ans: b) Service Management Plan (SMP)
Finalization of Transition plan and its sign-off from customer happens in a) Transition Initiation Phase b) Transition Planning Phase c) Knowledge Acquisition Phase (KAP) d) None of the above ans: b) Transition Planning Phase
Taking ownership of low priority tickets and verifying whether they met SLA or not is an activity of _____________. a) Knowledge Acquisition Phase b) Secondary Support Phase c) Primary Support Phase d) None of the above ans: b) Secondary Support Phase
Which documents form the key list of documents form a Service Management process perspective? a) Service Catalogue b) Training need identification c) Resource Plan d) All of the above ans: Service Catalogue
_____ and _____ project classification codes are used for steady state projects in managed services a) IT and IA b) IT and MI c) IA and MA d) MA and MI ans: d) MA and MI
As per IT Service Continuity Procedure, Disaster Recovery (DR) drills should be conducted _____________ a) At least once a year b) Twice a year c) Not required d) None of the above ans: d) None of the above
Engagements of type L3 can typically follow a) Development Life Cycle b) Maintenance Life Cycle c) Any valid life cycle as per its scope d) Managed Service Life Cycle ans: Managed Service Life Cycle
The typical triggers for revision/change in Service Management Plan are _____________ a) Changes to scope or Change in service model b) Updates in Veloci-Q (QMS c) Internal and/or External audit findings d) All of the above ans: d) All of the above
What information does CMDB contain for Configuration Items (CIs a) Attributes b) State c) Relation d) All of the above ans: d) All of the above
Wipro partners with customer to define business and IT transformational initiatives in ______________ type of engagement a) L1 - Staff Augmentation b) L2 - Co Managed c) L3 - Wipro Managed d) L4 – Consulting ans: d) L4 – Consulting Transition is divided into several tracks for better management and efficient delivery. __________ is one of tracks of Transition a) Sales Track b) Vendor Track
c) Process Track d) All of the above Ans –c) Process Track Which process is responsible for Risk assessment and mitigation plan?
Estimation happens in a) Proposal Preparation b) Change management c) Pre-sales activities d) Lead qualification Ans- c) Pre-sales activities What should immediately follow after an RFC is implemented a) Change record b) Post Implementation review c) Impact analysis d) Change review Ans- a) Change record
_____ and _____ project classification codes are used for transition projects in managed services a) IT and MI b) IA and MA c) IT and IA d) MA and MI Ans- c) IT and IA
Which of the following mandatory documents are required to be maintained in the standard template a) Service Management Plan (SMP b) ITSM Process Scoping and SLA-KPI Document c) Service Description Document and Service Delivery Review Report d) All of the above Ans- All of the above All T&M engagements can't be considered as Managed Services a) True b) False Ans- a) True
Prevailing managed services execution framework recommends sign-off of SLA-KPI document with customer a) True b) False Ans- a) True
Post Implementation Review (PIR) is a must after every Change implementation a) True b) False Ans- a) True
Removal of service is not considered as change in scope of engagement a) True b) False Ans- b) False
Draft Execution Process Document is one of the Work items/ Outputs of Primary Support phase a) True b) False Ans- b) False
Contractually signed metrics and its operational definition are captured in ____________ a) SLA - KPI b) Risk Management Plan (FMEA) c) Service Delivery Description (SDD d) None of the above ans: a) SLA - KPI
Customer feedback and complaints is considered trigger for service Improvements a)True b)False ans :True Activity of reverse transition are a)Reverse Transition Plan and acceptance criteria sign-off b)Knowledge transfer and execution as per plan c)Proper termination of contract meeting legal and compliance requirement. d)All of the above Ans – All of the above.
is considered one of the service improvement themes a)Average handling Time(AHT) reduction b)CSAT improvement c)Ticket Backlog reduction d)All of the above Ans- All of the above. Is the type of engagement where wipro owns responsibility or accountability for portion of work within ambit of larger roadmap or team managed by customer a)L1-staff augmentation b)L2-co managed c)L3-wipro managed d)L4-Consulting ans- L2-co managed Is considered trigger for Service Improvements a)Customer and Business Objectives b)external and internal assessment c)service reviews d)All of the above. Ans- d)All of the above. Transition sequence is an output of ____________Phase a)Due Diligence b)Transition c)Steady state d)Reverse Transition ans - a)Due Diligence
which of the following is a valid billing type in SAP/Cpro for a program in Wipro a)Profit sharing b)Element base pricing c)Time and Material d)None of the above ans- d)None of the above project classification codes in OWBS denotes infrastructure transition in Managed services a)IT b)IA c)MA d)MI Ans - a)IT
Reverse Transition is to be carried out___________ a)When the customer decides to start a new Data centre on its Own. b) When the customer decides to add new application/elements to the existing portfolio
c) When the customer decides to get services from a different vendor or its internal IT department. d)When the customer and Wipro decide to work towards a new acquisition. Ans- a)When the customer decides to start a new Data centre on its Own.
The focus of Reverse Transition Is a)Minimum Disruption to business b)Completion within specified timelines c)Compliance to agreed terms and conditions of exit d)All of the above Ans - c)Compliance to agreed terms and conditions of exit
according to managed services execution life cycle , termination of contract/SoW typically happens in a)Due Diligence b)Reverse Transition c)Transition d)None of the above Ans - b)Reverse Transition creation of draft version of Execution Process Document is one of the activities____ phase a)Transition Initiation b)Transition Planning c)Knowledge Acquisition d)None of the above ANs - c)Knowledge Acquisition
Outcome based agreements typically includes a)SLA b)OLA c)Underpinning Contracts (UC) d)All of the above ANs - d)All of the above In a managed service programme , a typical risk management plan should include risk/s due to ______ a)Business and Delivery b)Process and Technical c)Contract d)All of the above Ans - d)All of the above Transition has Multiple tracks. They are__________ a)Technology Track b)Process Track c)People track d)All of the above Ans - d)All of the above
Objective of Quality Audit Is___________ a)To compute tickets audited to total ticket closed b)Tickets meeting process requirement c)To Measure, Monitor and control process adherence by support engineer d)Tickets meeting overall process adherence Ans - c)To Measure, Monitor and control process adherence by support engineer
Delivery handover is gating between due diligence and Transition a)True b)False Ans – b)False
Service Level agreement is between an IT service Provider and another part of the same organization a)True b)False Ans - a)False Change in Service Level Target or change in any parameter of agreed SLA is a qualified trigger for change management process a)True b)False Ans – True
************************************************************************************* One of the important activity of Reverse Transition is _______________ a) Have sign-off on acceptance criteria for completion b) Record a Risk Log and maintain the Risk tracker diligently c) Update Service Management Plan and Execution Process Document d) None of the above Ans : a) Have sign-off on acceptance criteria for completion
Proper termination of contract meeting legal and compliance requirement is an activity of _________________ a) Due Diligence b) Transition c) Steady State d) Reverse Transition Ans :Reverse Transition Which of the following can trigger Continual Service Improvement activity ? a) Take ownership of low priority tickets & check whether they meet agreed SLA b) BCP requirements for delivery centers
c) Raise proactive requests for procuring laptops, data cards, mobile phones as per the requirement d) Arriving at corrective and preventive action plans Ans : c) Raise proactive requests for procuring laptops, data cards, mobile phones as per the requirement.
Pulse survey happens __________ a) Monthly b) Annually c) Half yearly d) Quarterly Ans : d) Quarterly
__________________ is typically carried out at the customer's premises and is facilitated by a questionnaire that is used to specify the information to be gathered regarding the applications or infrastructure or both a) Due Diligence b) Reverse Transition c) Steady State d) None of the above Ans - Due Diligence An engagement where Wipro owns end to end responsibility and accountability with contractually committed service level objectives and targets, other performance metrics and accountability for associated risks is called _____________. a) L1 - Staff Augmentation b) L2 - Co Managed c) L3 - Wipro Managed d) L4 – Consulting Ans- c) L3 - Wipro Managed
As per Wipro's managed services execution lifecycle, Sign off of first baseline Execution Process Document (EPD) with customer typically happens in ___________ a) Transition Initiation Phase b) Transition Closure Phase c) Secondary Support Phase d) Primary Support Phase Ans - c) Secondary Support Phase
_________________ is one of the tracks of Transition a) Delivery Track b) Execution Track c) Technology Track d) All of the above Ans- c) Technology Track
Managed Services Daily Dashboard records which of following data a) SLA performance b) Operational issues c) Complaints and Escalations d) All of the above ans- a) SLA performance
__________ provides information about SLA performance, trend of tickets, suppliers' performance, internal metrics a) Service Delivery Description (SDD b) System Maintenance Technical Document (SMTD) c) Service Delivery Report (SDR) d) None of the above Ans- d) None of the above
First draft version of Service Management Plan is an output of ______________ Phase a) Transition Planning b) Secondary Support c) Transition Initiation d) Knowledge Acquisition Ans- d) Knowledge Acquisition
________________ is a phase where Wipro team shadows the incumbent or customer team on the floor a) Transition Initiation b) Transition Planning c) Knowledge Acquisition d) Secondary Support Ans- d) Secondary Support
The Master Transition Plan should be mutually agreed and signed off with the client a) True b) False Ans- a) True
A change in location including STPI to SEZ is considered as change in scope of engagement a) True b) False Ans – a) True
As per prevailing process, Pulse Survey is conducted every six months a) True b) False Ans- b) False
Engagement sign off is given in a)Secondary support phase b)primary support phase c)Knowledge Acquisition phase (KAP) d)None of the above ans: d)None of the above Tickets with______ priorities or severities should be considered while choosing the sample for ticket audit. a)1 b)2 c)3 and 4 d)All of the above ans: All of the above Which of the following documents should be reviewed periodically/ at regular intervals a)Service management plan (SMP) b)Service level Agreement and Risk Assessment Document c)Training plan d)All of the above ans: All of the above Which of the following document is recommended for sign off with customer as per prevailing managed services execution life cycle? a)Execution process document (EPD) b)System maintenance Technical Document (SMTD) c)SLA-KPI document d)All of the above ans: All of the above Document that contains Wipro’s service offering and related information is a)System maintenance technical Document (SMTD) b)Execution Process Document (EPD) c)Service Catalogue d)Master Service Agreement (MSA)
ans: Service Catalogue “Gap plug out” is a deliverable of which phase of managed services execution life cycle? a)Reverse Transition b)Due Diligence c)Transition
d)None of the above ans: Due Diligence
EPD stands for a)Execution process document b)Execution primary document c)Exellent primary delivery d)Execution process delivered ans:Execution process document A service catalogue typically contains a)Service Name, Type and description of the service b)Geographies Supported, Supporting services and Support window c)Business Unit/s supported d)All of the above ans: All of the above What procedure an individual should follow in Wipro if there is a IT security breach? a) Raise a SIR b) Inform your manager and take an approval c) Inform IMG and take an approval d) None of the above Ans: None of the above According to managed services execution life cycle, IT Services Management in a nutshell comprises of: a) Services Requirements and Service Execution b) Service requirements and services planning c) Service requirements , services resources, services planning , services execution d) services resources, services planning , services execution ANS – C) Service Requirements , services resources, services planning , services execution
Customization of transition readiness audit report (TaAR) and Solution Assurance (SA) acitvities happen in ------------- according to wipro’s managed services execution lifecycle. a) Transition closure phase b) Secondry support phase c) Transition initiation phase d) None of the above ANS- Transition initiation phase The document that is used to identify IT service management processes that are in scope of program is --------a) ITSM process scoping document b) Execution process document(EPD)
c) Services delivery description (SDD) d) None of the above ANS- None of the above As per order work bench system(OWBS), a managed services engagement can be either large program , program or cluster with classification =---------------a) IA b) MA c) MS d) MI ANS-MS Quality audit helps identify need of training a) True b) False ANS-true Standard SLA library can be referred for operational definition of most common metrics A)True b)false ANS-True A managed services programme may deliver for multiple Sows A) True B) False ANS- True
Which of the listed tasks are regarded as proactive? a) Control of Known Errors b) Reviewing incident and problem analysis reports to identify trends and preventing problems in one service being replicated in another c) Identifying the root cause of incidents d) All of the above ANS : All of the above
Typically SoW along with which of the following should be considered as Program / Project Catalogue a) Service Delivery Description (SDD) b) Execution Process Document (EPD) c) System Maintenance Technical document (SMTD) d) None of the above ANS: None of the above
________ trigger Root Cause Analysis (RCA a) Customer complaints b) Audit findings
c) SLA deviation d) All of the above ANS : a) Customer complaints ___________ project classification code in OWBS denotes application managed services project in steady state phase a) IT b) IA c) MA d) MI ANS : c) MA
Overall transition gets broken down into different tracks for better management and efficient delivery. ____________ is one of the tracks of Transition a) Delivery Track b) Tools and Infrastructure Track c) Transition Track d) All of the above ANS : b) Tools and Infrastructure Track A platform to share the performance of Managed Services engagements and best practices with the delivery teams is a) Quality Improvement Council (QIC b) Program Reviews c) Management Review d) Service Delivery Review ANS : c) Management Review
________________ should be suitably identified, planned and executed throughout the Service Management life cycle a) Escalations b) Risks c) Service Improvements d) All of the above ANS : d) All of the above
Wipro, typically, owns / assumes total accountability of tickets (as contractually agreed) in __________________ phase a) Knowledge Acquisition b) Secondary Support c) Primary Support d) None of the above ANS : c) Primary Support
In context to Managed services SDD is an exhaustive list of _____ a) Towers b) Technology functions c) Verticals d) None of the above ANS : b) Technology functions
A contract between an IT service provider and an external vendor is a) Operational Level Agreement (OLA b) Underpinning Contract (UC c) Service Level Agreement (SLA d) None of the above ANS : b) Underpinning Contract (UC
Inputs to Service Management Plan document are a) SoW, Transition Sign off, Delivery Sign off, ITIL defined metrics b) ITIL process areas, ITIL metrics, Non-transactional Project Plan d) SoW, EPD, SMTD, ITSM Process Scoping c) None of the above ANS : d) SoW, EPD, SMTD, ITSM Process Scoping
Various sub phases of transition are a) a) Pre Knowledge Acquisition b) Knowledge Acquisition c) Transition Planning d) Secondary Support e) Primary Support f) Transition Closure b) a) Transition Planning b) Secondary Support c) KAP d) Primary Support d) Closure c) a) Transition Initiation b) Transition Planning c) Knowledge Acquisition d) Secondary Support e) Primary Support f) Transition Closure d) None of the above ANS : c) a) Transition Initiation b) Transition Planning c) Knowledge Acquisition d) Secondary Support e) Primary Support f) Transition Closure
Ticket audit is an important activity to be carried out in __________ phase of managed services execution life cycle a) Reverse Transition b) Due Diligence c) Steady State d) None of the above ANS : c) Steady State
___________ project classification code in OWBS denotes infrastructure managed services project in steady state phase a) IT b) IA c) MA d) MI ANS : d) MI
The Service Delivery Manager decides the time and stakeholders to whom the CSAT survey is to be administered. S/he then administers the survey marking a copy to the MQ / SQA Manager a) True b) False ANS :
Due Diligence is typically conducted after submitting Request for Proposal (RFP) a) True b) False ANS : True
Typically, a Non Disclosure Agreement is signed _________________ a) Before Due Diligence b) At the start of interaction c) During KAP d) During the sales ANS : d) During the sales
RACI stands for a) Request, Agree, Calendar, Invitematrix b) Responsible, Accountable, Consulted, Informed matrix c) Responsible, Agree, Control, Inform matrix d) Responsibility, Authority, Career, Integration matrix ANS : b) Responsible, Accountable, Consulted, Informed matrix
____________is "responsible" for project kickoff meeting as per Wipro's managed services execution lifecycle a) Wipro b) Customer c) Incumbent Vendor d) None of the above ANS : c) Incumbent Vendor ___________ is important gating for the transition team to proceed with execution of transition a) Delivery Handover b) Transition Handover c) Sales Handover d) None of the above ANS : c) Sales Handover
Few triggers for Service Improvements a) Trend Analysis b) Root Cause Analysis (RCA) c) Audit Assessments d) All of the above ANS : d) All of the above
ODC Setup and Access are activities of _____________ a) Transition Initiation b) Transition Planning c) Knowledge Acquisition d) None of the above ANS : b) Transition Planning
_______________ could be one of the themes of Continual Service Improvement a) First Call Resolution (FCR) Improvement b) Productivity Improvement c) Incident Reduction d) All of the above ANS : d) All of the above
Overall transition gets broken down into different tracks for better management and efficient delivery. ____________ is one of the tracks of Transition a) Delivery Track b) Tools and Infrastructure Track c) Transition Track d) All of the above ANS : b) Tools and Infrastructure Track
As per Wipro's managed services execution lifecycle, Governance, Review and Escalation Mechanism are decided in _________________ a) Transition Initiation Phase b) Transition Closure Phase c) Primary Support Phase d) Transition Planning Phase ANS : d) Transition Planning Phase
As per Wipro's managed services execution lifecycle, Sign off of final System Maintenance Technical Document (SMTD) with customer typically happens in _____________ a) Transition Initiation Phase b) Transition Closure Phase c) Knowledge Acquisition Phase (KAP) d) None of the above ANS: b) Transition Closure Phase
A _________________ should be maintained, monitored, tracked and its summary be part of Service Reporting. a) ITSM Process Scoping b) Service Management Plan c) Service Improvement Plan d) None of the above ANS: c) Service Improvement Plan
Execution Process Document should be reviewed by Transition SQA (MQ Manager) / Process Manager a) True b) False ANS : b) False
Request for Proposal (RFP) or Request for Information (RFI) is a input criteria for Pre- Engagement
a) True b) False ANS : True FCR Improvement is considered one of the Service Improvement Themes a) True b) False ANS : a) True
Service Management Planning is initiated during __________phase of Transition a) Planning b) Knowledge Acquisition c) Primary Support d) Secondary Support ANS : b) Knowledge Acquisition
Boot Camp is part of _______________ sub phase of Transition. a) Transition Initiation b) Transition Planning c) Knowledge Acquisition d) None of the above ANS : a) Transition Initiation
One of the outputs of Due Diligence Phase is ___________ a) Service Catalogue b) System Maintenance Technical Document (SMTD) c) Service Level Report d) Gap plug out ANS : d) Gap plug out _________________ describes the technical activities to be carried out for the engagement a) Execution Process Document b) Service Description Document c) ITSM Process Scoping document d) None of the above ANS : b) Service Description Document
According to managed services execution life cycle, termination of contract / SoW typically happens in a) Due Diligence b) Reverse Transition c) Transition d) None of the above ANS : b) Reverse Transition
The document that captures detailed process workflow and related activities in scope is ______________ a) ITSM Process scoping document b) Execution Process Document (EPD) c) Service Delivery Description (SDD d) All of the above ANS : d) All of the above
In a Managed Services engagement, who is the owner of the Program level review? a) Service Delivery Manager b) Technical Manager c) Project Manager d) Service Delivery Head ANS : d) Service Delivery Head
According to managed services execution lifecycle, Play back session is an activity of _______________ a) Secondary Support Phase b) Primary Support Phase c) Knowledge Acquisition Phase (KAP d) None of the above ANS : c) Knowledge Acquisition Phase (KAP
_____________ triggers a contract change request a) Change in scope of geographic location b) Removal / Revision in Service level target c) Line of Business (LOB) d) All of the above ANS : d) All of the above A Managed Services engagement may consist of multiple projects in one single delivery a) True b) False ANS : a) True Removal of an existing line of Business (LOB) is considered change in scope of the engagement a) True b) False ANS : a) True Operational Level Agreement (OLA) is a contract between an IT service provider and a third party a) True b) False A Managed Services Program or Cluster can have classification “MA or MI or “IA or IT ” per Order Work Bench System (OWBS a) True b) False ANS : b) False
