Question 1:
1--- The Major Incident Communication (MIC) Mobile App sends close to real-time
notification to TCS Leadership on major incidents. Is this statement true, or,
false? Select the correct option(s) and click submit.
Correct Answer(s):
Question 2:
2--- Question 7 Which of the following digitized systems helps the Service Delivery
Heads (SDH) in performing Production Access Vulnerability Assessment? Select the
correct option(s) and click submit.
Correct Answer(s):
Question 3:
3--- Question 12 Select whether the following statement is True or False. Any
situation has pre-defined set of rules to act upon and a pre-defined role to be
played by people involved ina situation. Select the correct option(s) and click
submit.
Correct Answer(s):
Question 4:
4--- Question 24 You just received an escalation mail and your supervisor Alex is
extremely upset with you. He talks to you in a very rude tone asking you to
immediately fix the issue. However, you were on leave when the incident was logged
and it was one of your team members who was looking into this incident. You become
very upset with your supervisor's behaviour too and decide to respond and clarify
your position. Which of the following options is the most appropriate way of
presenting your point? Select the correct option(s) and click submit. absence.
Just to remind you that | was on leave the entire last week. and provide a
resolution ASAP.
Correct Answer(s):
Question 5:
5--- Question 18 Which of the following options is the most appropriate one about
Maker Checker practice? Select the correct option(s) and click submit. C lItis a
practice to ensure that there is an additional validation check for a task in
execution, in Production, to avoid human error
Correct Answer(s): It requires a minimum of three people namely the Maker, the
Checker and the Approver, Itis mandatory to get approval from the customer about
this practice before rolling out in production., Itis only applicable for emergency
changes and not suitable for standard changes in the production.
Question 6:
6--- Which of the following options is a characteristics of a Situational Leader?
Select the correct option(s) and click submit.
Correct Answer(s): An individual who ensures that predetermined goals and standards
are met and the team is kept motivated by perks and rewards only.
Question 7:
7--- Acustomer application is down, and the Service Delivery Manager notifies the
TCS Leadership team about the outage, using the Major Incident Communication (MIC)
Mobile app. Notifications sent with this objective are called notifications.
Select the correct option(s) and click submit.
Correct Answer(s): Internal, None of the above.
Question 8:
8--- Question 1 We cannot see or feel any non-verbal cues in written communication
Select the correct option(s) and click submit.
Correct Answer(s): Incorrect. Non-verbal cues like tone can be felt and understood
even in written communication
Question 9:
9--- RiO is a TCS initiative that strives for excellence in Operations to provide
best-in-class services to the customers. Is this statement true? Select the
correct option(s) and click submit.
Correct Answer(s):
Question 10:
10--- In 1996, Boeing understood the importance of a based organization. Role Team
Task Incentive
Correct Answer(s):
Question 11:
11--- Question 4 When you write a procedure, it is a good practice to indicate what
action your reader needs to take to obtain the right output. To do this, begin each
step of the procedure with Select the correct option(s) and click submit.
Correct Answer(s): Adescription of the task to help your readers understand the
task details., An action word that indicates exactly what your reader is required
to do.
Question 12:
12--- estan Ss Which of the following is true about the RiO Workbench? Select the
correct option(s) and click submit.
Correct Answer(s): Acts as a single source of TCS Operations Practice, Generates a
report automatically with maturity levels, recommendations, and risks, Empowers
Operations Teams to self-assess
Question 13:
13--- Question 20 Which of the following is not a key focus of RiO? Select the
correct option(s) and click submit.
Correct Answer(s): Continuous improvement to achieve excellence in operation,
Proactive Risk Mitigation, Focus on Operations Discipline
Question 14:
14--- Question 21 Using can help you to present your content in a manner that
allows quick scanning and easy understanding. Select the correct option(s) and
click submit. Asystem of headings and sub-headings Specific types and sizes of
fonts Language and writing style Bulleted and numbered lists
Correct Answer(s):
Question 15:
15--- MMO EE Which of the following is not a key benefit of Major Incident
Communication (MIC) mobile app.? Select the correct option(s) and click submit.
application
Correct Answer(s): Reduces unanticipated escalation from customer regarding any
incidents as the TCS Leadership receives regular updates on the incidents through
the
Question 16:
16--- Question 11 Use a bulleted (unnumbered) list to indicate the sequence of
steps to be followed in a Standard Operating Procedure. Select the correct
option(s) and click submit.
Correct Answer(s):
Question 17:
17--- eG (NIM OO) Question 13 We can use all the three styles of communication
depending on the context. However, we still have a preferred or predominant style
of communication. Is this statement true or false? Select the correct option(s)
and click submit.
Correct Answer(s):
Question 18:
18--- Question 10 Which of the following scenarios is not an example of
‘Documenting the impact of a situation’? Select the correct option(s) and click
submit.
Correct Answer(s): Abusiness impact statement prepared to inform the executives and
strategic leaders, which enables them to take a decision., Abrief update to
business leaders, over a bridge call, about the situation caused due to a major
incident., Adocumented statement by the Tower Lead to record the commitment
impacted during such a situation.
Question 19:
19--- SSE SF Complete the sentence with the right option/s. Articulating a ticket
response clearly and concisely is very important as it: Select the correct
option(s) and click submit.
Correct Answer(s): Provides users confidence that the issue has been understood and
will be resolved soon, Helps in quick identification of the issue
Question 20:
20--- Question 8 Which of the following is not a mandatory action while
implementing a Maker Checker Practice? Select the correct option(s) and click
submit.
Correct Answer(s): Ensure that the Maker follows SOPs and checklists for all
critical changes, Ensure that the Checker checks and approves the changes after
implementation by the Maker., Maintain records of checks, evidence of execution and
approval logs, Ensure that the Maker Checker process is audited by a certified
auditor for every change in production.
Question 21:
21--- Question 5 When do we establish effective communication? Select the correct
option(s) and click submit.
Correct Answer(s): When we are precise and to the point, When we use grammatically
correct language to communicate, When the objective or the intent of the
communication is met
Question 22:
22--- Question 15 Which of the following help you to articulate your content in a
clear and concise manner? Select the correct option(s) and click submit.
Correct Answer(s): Employing a consistent style of writing, Providing factual and
accurate details
Question 23:
23--- Question 14 Which of the following statement is true? Select the correct
option(s) and click submit. substance.
Correct Answer(s): Passive communication leads to a situation where passive
individuals do not express their opinions, resulting in conversations that lack
direction and, Aggressive Communication leads to a lose-win situation as aggressive
individuals lose relationships.
Question 24:
24--- Which of the following is an example of a situation with a positive impact?
Select the correct option(s) and click submit.
Correct Answer(s): Anmaior incident due to a change failure, Anew product launch,
Acomplaint from a customer executive
Question 25:
25--- Question 19 Maker Checker is also practiced in financial organizations, where
financial transactions are owned and executed by atleast two individuals. Is this
statement true, or, false? Select the correct option(s) and click submit.
Correct Answer(s):
Question 26:
26--- Select the most appropriate way to begin your response: You are part of the
L1 support team. You receive a request for a service that is not under your scope
of service or support. This service is provided by a different team. Select the
correct option(s) and click submit.
Correct Answer(s): Thank you for reaching out to us. Regret to inform you that the
requested service cannot be provided at this point., Thank you for reaching out to
us for NPC Support. We are routing this request to the relevant team that will be
able to support you with this query/service.
