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| Section | Weight | Objectives |
|---|---|---|
| Service Operations & Governance | 30% | - Incident, Problem & Change Management - Service Monitoring & Reporting - Escalation & Stakeholder Communication |
| SDM Concepts & Framework | 25% | - ITIL/COBIT Alignment - Service Delivery Lifecycle - Nokia SDM Model & Principles |
| Continuous Improvement | 20% | - Performance Analysis - Customer Satisfaction & Service Reviews - Optimization & Improvement Initiatives |
| Service Design & Planning | 25% | - Customer Requirements & Expectations - SLA, KPI & Service Catalog - Risk Assessment & Dependency Management |
Question 1
What are the 2 main inputs for the cost baseline calculation?
A. Subcontracted Services and Local Material Purchases.
B. Resources and Subcontracted Services
C. Costs of Internal Resources and Costs of Direct External Workforce.
D. Subcontracted Services and Overhead.
Question 2
In which phase of the project MUST the PM report and negotiate changes in the scope of work?
A. During project execution and in agreement with CT's strategy towards the Customer.
B. When the Customer requests quotation for a next phase.
C. During project closure.
D. When the total amount of the Changes start to impact the project final Gross Margin.
Question 3
An accuracy KPI has dropped significantly compared to previous periods. After some initial checks it turns out that the data is correct. What is the right way to proceed?
A. Inform the CT head on the next CT meeting.
B. Organize a meeting with NPO in order to make a action plan to improve.
C. Organize a meeting with key team members in order to identify root causes and make an action plan to improve.
D. Communicate the deviation to the project stakeholders
Question 4
Project team received from the Sales Team the Risk Log at Handover, which is the base for the planned contingency reserves. During project execution a new relevant risk is identified. What is the best way to manage it?
A. Communicate to the CT Head in the next Project Review Meeting about the new risk that has been identified.
B. Define the response plan for the new Risk and apply it.
C. If the new risk is not part of the current Risk Log, than it must be part of a Change Management process and not be included in the contingency reserves.
D. Evaluate the impact and probability and, if needed, make a revision of the contingency reserves in the Cost Baseline, of the EAC and communicate to the relevant stakeholders.
Question 5
What is the first step a PM needs to do if a KPI, compared to the previous periods, is below the average?
A. Initiate a recovery plan to improve the KPI
B. Have a serious discussion with the project F&C and give him a final warning to improve the KPI.
C. Organize asap a meeting with project stakeholders.
D. Analyze if the variation compared to the average is within the same range as previous periods.
Solutions:
| Question 1 Answer: B | Question 2 Answer: A | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: D |
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