1. AO & POP www.ramkumarsjava.com

2. _ POP www.ramkumarsjava.com

3. 1. Their can be costumer dissatisfaction 2. Costumer can sue you 3. He may give you an incriment 4. He will commit suicide Ans : 1&2 www.ramkumarsjava.com

4. The resolution to the Problrm is done by 1. CSR (costumer service representative) 2. The technical group supporting the respective Application 3. SME’s 4. All of the above Ans - 2 www.ramkumarsjava.com

5. A statement from the insurance company informs the CEO of the employees that there is a problem with the claims group and it will be sorted in 24 hrs.The Ticket is? 1. High Severity 2. Critical severity 3. Priority 1 severity 4. Medium severity Ans- 1 www.ramkumarsjava.com

6. % of IDC involved in Application maintenance? 1. 60 2. 80 3. 46 4. 43 5. Ans- 3 www.ramkumarsjava.com

7. ______ Manages the service interfaces b/w the costumer and the Unit, enabling it to meet the customers service expectation. 1. Service Management 2. Unit Management 3. Performance Management 4. Provide Service Ans : 1 www.ramkumarsjava.com

8. The sub categories falling under Application maintenance are? 1. Provide Service 2. Service Management 3. Unit Management 4. Finance and Reporting 5. Performance Measurement 6. 2&4 Ans: All except 6 www.ramkumarsjava.com

9. The different phases of Application maintenance are 1. Initiation,Mobilization 2. Service Baseline,Service delivery 3. Both 1&2 4. Only 2 Ans 3 www.ramkumarsjava.com

10. In ______ phase we Agree to Service Details 1. Initiation 2. Planning 3. Dealing 4. Service Delivery Ans : 1 www.ramkumarsjava.com

11. Mobilization consist of: 1. Team Confirmed and briefed 2. Connectivity h/w and S/w are set up 3. Service management is implemented 4. Transition plan is created and executed Ans : All www.ramkumarsjava.com

12. As a part of AM we need to provide which of the following services? 1. Problem management 2. Change Management 3. Release Management 4. Request management 5. Types Of fixes 6. Massage & SPA services Ans : All except.. www.ramkumarsjava.com

13. The management of an incident is ______ and is typically in response to some adverse condition. 1. Reactive 2. Proactive 3. Boring 4. Lazy Ans: 1 www.ramkumarsjava.com

14. Incidents shall be passed to the problem management process for root cause analysis to determine a ________ 1. Solution 2. Permanent Fix 3. Resolution 4. Temporary Fix Ans: 2 www.ramkumarsjava.com

15. The prob. Management reduce the volume of incidents by? 1. Performing Root cause analysis 2. Defining and Estimating permanent solution 3. Implementing Permanent solution 4. Monitoring problem resolution Ans: All of the above www.ramkumarsjava.com

16. Hot fix Release and Back out plan are a part of ________ 1. Release Management 2. Request Mgmt. 3. Change Mgmt 4. All of the above Ans: 1 www.ramkumarsjava.com

17. A change to existing application- related functionality or technolgy comes under? 1. Request Mgmt 2. Change MGMT 3. Release Mgmt 4. None of the above Ans: 1 www.ramkumarsjava.com

18. User-Admin request mgmt is a 1. N on corrective request 2. Adhoc in nature 3. Needs administrative previlages 4. All of the above Ans: 4 www.ramkumarsjava.com

19. Data request in Request mgmt include ______ or _______ for users 1. Data queries or Running Reports 2. Tandoori or Kabab 3. Username Or Password 4. All of the above Ans: 1 www.ramkumarsjava.com

20. How to, Request Mgmt is to? 1. How to use the Application 2. How to take a break 3. How to get run the application 4. How to get access to the application Ans: 1 www.ramkumarsjava.com

21. The different types of fixes are? 1. Quick Fix 2. Hot fix 3. Data fix 4. After Release Fix 5. 1,2,3 6. 2,3,4 www.ramkumarsjava.com

22. Data fix should be approved by? 1. Client 2. Project Lead 3. Big Boss 4. Parmatma Ans: 1 www.ramkumarsjava.com

23. SLA stands for? 1. Service Level arrangements 2. Service Leneka argument 3. Service Lelo agreement 4. Service Level Agreement Ans 4 www.ramkumarsjava.com

24. The time in which you are expected to respond to an incident is _____ 1. Response SLA 2. Response time 3. Response 4. All of the above Ans: 1 www.ramkumarsjava.com

25. The time period in which you are expected to resolve a problem is _____ 1. Response time 2. Resolution time 3. Fix Time 4. Jugad Time Ans: 2 www.ramkumarsjava.com

26. Supprot Model have how many levels? 1. 4 2. 3 3. 5 4. No level Ans: 1 www.ramkumarsjava.com

27. An incident that which impacts mission critical businees operations? 1. P1 2. P2 3. P2 4. P0 Ans: 1 www.ramkumarsjava.com

28. Incident affecting 30 to 80 internal users or has moderate visibilty is? 1. P3 2. P4 3. P0 4. P2 Ans: 4 www.ramkumarsjava.com

29. Call Escalation might occur in which order? 1. Offshore Team Lead 2. Onsite Service Lead 3. Onsite Client Manager 4. Application Owner 5. Ceo 5,4,2,3,1, 2,3,1,4,5 1,2,3,4,5 www.ramkumarsjava.com

30. The tool for incident,change,problem mgmt is 1. SMS 2. ITSM 3. IDC 4. ADM ANS: 2 www.ramkumarsjava.com

31. SMS is a tool for? 1. Sending sms 2. Short message service 3. Time management tool 4. Generating reports 5. Both 3&4 6. None of the above Ans: 5 www.ramkumarsjava.com

32. ZOS operating System www.ramkumarsjava.com

33. Z/OS stands for… 1. Zero operating System 2. Zero Down Time Operating System. 3. Zebra Operating System. 4. None of These Ans-2 www.ramkumarsjava.com

34. Most commonly used workloads(process) used in mainframes is\are… 1.Batch 2.Online 3.GFT Batch 4. Option 2 5. Option 4 6.Round robin Ans-(1)&(2) www.ramkumarsjava.com

35. Mainframe can be defined as 1. Mainframe is a self-contained processing center, powerful enough to process the largest and most diverse workloads in one secure environment. 2. It shares space with many other h/w devices such as external storage devices, h/w network routers, tape libraries etc. 3. A highly secured computer system designed to contineuosly run large, mixed workloads at high levels of utilization while meeting user-defined service level objectives. 4. (1)&(3) 5. All of the above. Ans-5 www.ramkumarsjava.com

36. Batch processing is defined as 1.Is the running of jobs on the mainframe user interaction. 2. Refers to the entire machine or model 3. Is something that occurs interactively with the user. 4.None of these. Ans-1 www.ramkumarsjava.com

37. Programming languages used in Z/OS 1. Assembler 2. Java 3.C/C++ 4. Html Ans-(1)&(2)&(3) www.ramkumarsjava.com

38. What are the external services provided by the AO team? a.people, b.processes, c.tools d.methodologies e.maintenance 1.a,c,d,e 2.a,b,c,e 3.a,b,c,d 4.b,c,d,e Ans:3 www.ramkumarsjava.com

39. what is CAGR? 1.compound annual gross rate 2.compound annual growth rate 3.compare annual gross rate 4.compare annual growth rate Ans: 2 www.ramkumarsjava.com

40. why AO? 1.Reduce cost 2.Move from fixed costs to variable costs 3.Transition 4.Partner with experts to innovate 5.all the above 1,2,4 www.ramkumarsjava.com

41. Which of the following services are not considered to be AO a.Process planning b.Development projects c.System development d.Staff augmentation b,d www.ramkumarsjava.com

42. 2.Which of the following are needed for AO. Choose appropriate options. a.Reduce rework b.Speed time to market c.Reduce cost d.Partner with experts to innovate b,c,d www.ramkumarsjava.com

43. what Accenture's AO offering 1.IT Strategy and Planning 2.Business Process Stewardship 3.IT Governance and ITO Oversight 4.all the above Ans: 4 www.ramkumarsjava.com

44. Application Outsourcing life cycle undergoes three stages SellMobilizeDeliver Solution Planning Pre-contract due diligence Post-contact due diligence Service transition Solution realization Service operations www.ramkumarsjava.com

45. The __________ Framework provides a structure for the activities necessary to define and document the Solution Plan a.Solution Planning b.Due Diligence c.Service Transition d.Service Operations a www.ramkumarsjava.com

46. The goal of Service Operations is the continuous provision of service to achieve and sustain the benefits of the business capability. true/false true www.ramkumarsjava.com

47. Accenture Rapid Transition Suite Accenture Performance Management Suite Accenture Service Outsourcing Management Suite Accenture Application Optimization Suite are the components of _____________ ans.Accenture Delivery Suite for Outsourcing www.ramkumarsjava.com

48. Manage solution realization program includes: a.Methods, Processes & Tools b.Metrics Enablement c.Technology & Work Environment d.Commercial Management e.all of the above e www.ramkumarsjava.com

49. To be continued…. All copy rights reserved *Mr.Pardesi www.ramkumarsjava.com