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
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)
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
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
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
Estimation happens in
a) Proposal Preparation
b) Change management
c) Pre-sales activities
d) Lead qualification
Ans- c) Pre-sales activities
_____ 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
Draft Execution Process Document is one of the Work items/ Outputs of Primary Support
phase
a) True
b) False
Ans- b) False
ans :True
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
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.
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
Ans - c)To Measure, Monitor and control process adherence by support engineer
Service Level agreement is between an IT service Provider and another part of the
same organization
a)True
b)False
Ans - a)False
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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 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)1
b)2
c)3 and 4
d)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
“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
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
Standard SLA library can be referred for operational definition of most common
metrics
A)True
b)false
ANS-True
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
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
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
___________ 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
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, 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
Request for Proposal (RFP) or Request for Information (RFI) is a input criteria for
Pre- Engagement
a) True
b) False
ANS : True
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
A Managed Services engagement may consist of multiple projects in one single delivery
a) True
b) False
ANS : a) True
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