1.
Which of the process are the Implicit Process for Operations management of
Service Management Managed Services
Transition Planning and support
2. Auto-categorization and routing of incidents is applying which digital service
line
Select the correct option(s) and click subinit
Analytics and Insights
[Link] of one or more services designed to address the needs of target
consumer groups is called
Select the correct option(s) and click submit
Service Offering
[Link] a confirmation for closure is mandated for all type of customer
interactions?
select all
Problems
[Link] are the Biggest challenges in IT Operations Management in Next Gen Ops
Lack of data / pattern / ticket analytics
[Link] contributors are best fit for resolving conflict
Select the correct option(s) and click submit
No
[Link] does SMART CIO Value Articulation for CIO
Speed monetary accessible risk & compliance transparency
[Link] among the following is a common anti-pattern in process deployment?
All of the above
9. Associate well equipped with knowledge of the subject but do not share the
knowledge with other in the teams
Bring in a superior SME and have the individual listen to SME (Competing)
10.
The Major Incident was going on for almost 120 mins. The issue is not yet being
resolved. Senior Leaders amongst the customer is checking if TCS teams have
validated all changes. Which aspect of 6"C" Model the customer is validating.
Control
[Link] can Devops culture be brought into the culture of Service Management and
Operations
Integrate and automate the underlying value chain with one or multiple tool
12.A critical business unit leader from customer is not granted to the release of
critical patches. It is already 80 days that the servers are not patched. To whom
should the situation be escalated?
Customer Information Security Manager
[Link] communication of MIC is sent for
Large Accounts and Critical Business Impact
14.A person is not participating in discussions of the incident resolution but
execute every tasks given to them
Bring in a senior SME and let the individual listen to SME (Competing)
[Link] management focuses on
Transfer of Information and data & communication
[Link] of a "SWAT Team " for performing a technical and operations assessments
should have strong principles of
Collaborate
17."Do it now" is the principle adopted for
Select the correct option(s) and click submit.
Immediate, extensive
[Link] of the process are the Implicit Process for Operations and Service
Management of Managed Service
Availability Management
[Link] can publish shift hand over? (Pick the most relevant and appropriate answer)
any member of shift
[Link] is not a principle of KANBAN
Focus on SLA's
[Link] a managed services model of execution when resolving an Incidents, the
technical teams identified an error in the documented Standard Operating Procedure
provided by the incumbent vendor / customer. The technical teams are aware of the
right procedures. How should they approach to resolve the incident
Collaborate with the relevant stake holders and ensure that their authorization is
obtained before execution
[Link] a Major Infrastructure upgrade the customer is asking TCS teams to work
with various stakeholders and third-party vendors to capture lessons and best
practices implemented. Which aspect of 6"C" is being discussed here
Collaborate
[Link] is the practice in Service Management focus on high degree data driven
analysis
Problem Management
[Link] communications do not lead to conflicts
Select the correct option(s) and click submit.
No
[Link] is the SLA?
A Document of agreement between Service Provider and Service Consumer for
commitments and services to be delivered
26."Event Pattern detection" is the first step for stable Al Ops
Select the correct option(s) and click submit.
True
[Link] Incidents are important to be resolved and local in nature
Select the correct option(s) and click submit.
Yes
[Link] are always bad for organization
False
[Link] have too many Problems pending RCA in TCS queue and most of them are awaiting
customer responses for more than 90 Days. What should be TCS approach?
TCS SDM creates a Technology and Operations risk register and evaluate the risk of
the open problem records with customer
30.
The art of delivering Services by leveraging Organization People, Practices,
Policies and Capabilities
Service Management
31. What are the 6 "C" principles of Urgency
Capture, command, control, communicate, collaborate, closure
[Link] risk of shift management during SBWS
shift handover take over is happening remotely - RA
33.a customer-based service level agreement structure includes:
SLA with each individual Customer, covering all of the services they use -RA
[Link] can devops culture be brought into the culture of Service management and
operations.
integrate and automate the underlying value chain with one or multiple tool- RA
[Link] MIC can be used to communicate to customers and end user
no
[Link] a shared vision and objectives between various technical teams across
ISUs to achieve customer goals
important, extensive - RA
[Link] daily checks for operations environment is ----
important, extensive - RA
[Link] is not one of the activities executed in alignment with vision of
COLLABORATE to demonstrate sense of urgency
communicating status of major incident to stakeholder - RA
[Link] among the following processes/practices require customer involvement and
decision making ?
supplier/vendor management - RA
[Link] guiding principle is primarily concerned with consumer's revenue and
growth ?
focus on value - RA
41. which metric for incident resolution suites to demonstrate agility in
operations
Day 0 resolved incidents
[Link] of one or more services designed to address the needs of target
consumer groups is called
service offering - RA
43. Aggressive leadership -
All Roles - RA
44. what are the common challenges in shifts mode of working(multiple answer)
inconsistent shift hand over take over (HOTO) - RA
Adherence of shift timings - RA
missing peer review for off-peak - RA
45. is it possible to close all conflicts?
no
46. Digital kanban should include which entities (multiple answer)
incident - RA
problems - RA
changes - RA
requests - RA
[Link] dimension of service management & Tools configuration
all dimensions have to be considered equally and tasks to be prioritized based on
situation - RA
48.a customer has escalated to tCS leadership about discrepancies in TCS SLA
reporting, what could be the first corrective action
tcs should walkthrough the detailed calculations from source data to reports format
in alignment with agreed SOP - RA
49.
