(a) Minimize the impact of incidents that cannot be prevented (b) Preventing problems and resulting incidents (c) Eliminating recurring incidents Which of the following is not an objective of problem management? (d) Process documents reviewed and signed-off (a) Availability of signed off run books or technical SOPs (b) Daily dash board implemented (c) KT execution as per plan. Which among the following is not an exit criterion for the Pilot and guided support phase? (a) Request fulfillment (b) Release management (c) Capacity management (d) Incident management To restore normal service operation as quickly as possible and minimize the adverse impact on business operations is the objective of which ITIL process?
Cognizant qview and qsmart update#
(c) It is necessary to update the Change Log on subsequent reviews and approvals of SMP (d) None of above
(b) SMP requires a review whenever there are major changes. (a) Once approved the SMP is not revised.
Which of the following statements is true for a service management plan (SMP)? (a) OM Quality person requires it (b) Daily measurement triggers real-time corrective actions (c) Because it needs to be considered for daily practice level SLA compliance score (d) None of above Why is it important to daily measure the SLA/KPI performance and publish daily dashboard? (a) Six Sigma score (b) CSAT score (c) Delivery maturity index (d) Compliant register The service capability of each engagement is evaluated and tracked using What is the frequency of the steady state phase Project management review (PMR) for d large engagements? (a) Weekly (b) Fortnightly (c) Monthly (d) Quarterly (a) Service operations (b) Transition (c) Formalization and Due diligence (d) Service deliveryĬognizant Team starts handling tickets and circulates daily dashboard in which phase of transition? (a) Planning (b) Pilot and guided support (c) Knowledge transfer Objective of this phase is to ensure effective transfer of all the information and knowledge required from customer/vendor to run offshore services independently by Cognizant Team. (a) Proposal (b) Transition (c) Formalization and Due diligence (d) Service delivery Objective of this phase is to ensure Proposal terms and conditions are clearly understood by the delivery team and corresponding statement of work is agreed upon by all stakeholders’. (a) Planning (b) Knowledge transfer (c) Pilot and guided support (d) Service operations (e) Business relationship management Which are the 3 phases in the transition framework? (a) Operations maturity (b) DAG (c) HR (d) Finance Which function administers the six monthly IT IS business CSAT process?
(a) Prolite (b) Qsmart (c) Wiki (d) Remedy Which tool(s) is used for recording the audit findings? (a) Metrics culture (b) Strong interface with COE and PE (c) Process definition, Implementation and Compliance (d) Recording customer complaints (e) Conducting meetings Which among below are the focus areas under operations maturity?
0 kommentar(er)
