Subject:- Information Technology Service Management

TYBScIT – Sem VI
1. Seat No. ____________________
2. Sap No. ___________________

1. ITSM refers to “A set of specialized organization capabilities for providing value to ______ in
form of services”.
a) Suppliers
b) Operators
c) Distributors
d) Customers
Ans: Customers

2. The four P’s or attributes which explains the concept of ITSM are: Suppliers
Perspective,Technology Perspective,Process Perspective and ______.
a) People Perspective
b) Partition Perspective
c) Patron Perspective
d) Partner Perspective
Ans: People Perspective

3. ______ is means of delivering value to the customers by facilitating outcomes customers

want to achieve without the ownership of specific costs or risks.
a) Service
b) Process
c) Tasks
d) Transition

Ans: a) Service
4. ___________ can be seen as gathering service needs and mapping them to requirements for
integrated services.
a. Service Assets
b. Service Management
c. Service Design
d. IT infrastructure

Ans: Service Design

5. Which of this is true with respect to scope of service design fundamentals?

a. Service design should be done in isolation so that the business management needs
are achieved.
b. Each individual Service Design is considered in conjunction with each of the other
aspects of Service Design.
c. Integrated design publication.
d. Maintaining service design lifecycle.

Ans: Each individual Service Design is considered in conjunction with each of the other aspects
of Service Design.

6. The activities that are important to balance between the effort that is spent in the design,
development and delivery of services in response to business requirements in a Service Design
are____________
a. Performance, Availability management, Service Portfolio
b. Change management, Resources, Knowledge
c. Functionality, Resource, Schedule
d. Knowledge, Service portfolio, Change management

Ans: c. Functionality, Resource, Schedule

7. A formal policy for Service Transition should be defined,documented and approved by the
______.
a) Service Provider
b) Stakeholders
c) Management Team
d) Customers
Ans: c) Management Team

8. Align ______ plans and new or changed service with customer and business organization’s
requirements in order to maximize value.
a) Service Design
b) Service Operation
c) Service Transition
d) Service Strategy
Ans: Service Transition

9. ______________ concentrates on restoring unexpectedly degraded or disrupted services to

users a quickly as possible, in order to minimize business impact.
a) Access Management
b) Incident Management
c) Event Management
d) Request Fulfilment
Answer: b) Incident Management

10. A __________ is generally a regular meeting with customers to discuss areas of common
concern.
e) Operations Meeting
f) Customer Meeting
g) Team Meeting
h) Customer Forum
Answer: d) Customer Forum
 TY BSC IT SEMESTER VI
Sample Questions
Principles of Geographical Information Systems

1. Which one of this is not main component of GIS?

o People
o Data
o Software
o Snip tool

2. GIS stands for

o Geographic Information System
o Generic Information System
o Geological Information System
o Geographic Information Sharing

3. Which is not Key component of "Spatial Data Quality"

o Geo-databases
o Positional Accuracy
o Temporal accuracy
o Logical Consistency

4. Once the data is entered it must be _______ and ________.

o Capture and Organised
o Verified and Edited
o Verified and Generalized
o Edited and Organized

5. ___________ Refers to the spatial relationships between geographical elements in a data

set that do not change under a continuous transformation
o Modeling
o Topology
o Shapefile
o Node
6. The ______ phase deals with putting it all together into a format that communicates the
result of data analysis in the best possible way.
o Data Capture and Preparation
o Data Management
o Data Manipulation and Analysis
o Data Presentation

7. Partitioning of space into mutually exclusive cells is known as

o Tessellation
o Tracking
o Thematic Study
o Tier I Study

8. Three most common tessellations are

o Solid, opaque, transparent
o Blue, Green, Brown
o Square cells, hexagonal cells, triangular cells
o Type I, Type II, Type III

9. Analysis and visualizations of events, reading over time is known as

o Multi dimension
o Temporal dimension
o Spatial dimension
o Geo-positional dimension

10. Vector representation of data includes

o Points, lines(arcs), polygons
o Square, hexagon, tracks
o Rectangle, rhombus, rivers
o A field contains dissimilar data.
 SAMPLE QUESTION FORMAT
SOFTWARE QUALITY ASSURANCE (SEM VI)
(FOR FINAL YEAR/SEMESTER STUDENTS OF ACADEMIC YEAR 2019-20 EARLIER)

1. SEAT NUMBER
________________________________________________ (Compulsory)

2. SAP NUMBER
________________________________________________ (Compulsory)

3. Concept of "Total Quality" was created in ______.

a. Japan
b. US
c. UK
d. South Korea

4. Quality can be defined as Conformance to _________.

a. Specification
b. Market
c. Developer
d. Company

5. ______ is the degree to which an application is protected against malicious attacks.

a. Reliability
b. Security
c. Performance
d. Functionality

6. ______ is the ability of the program to adapt to possible changes in its requirements.
a. Flexibility
b. Functionality
c. Security
d. Performance

7. Which among the following are included among the principles of TQM (Total Quality Management)?
a. Process-centered
b. Customer-focused
c. Integrated System
d. All of the above
8. Organizational ________ refers to the pattern of shared values, beliefs etc. within an organization.
a. Setting
b. Focus
c. Culture
d. Morals

9. "Ishikawa diagram" is also known as ______.

a. Fishbone diagram
b. Line chart diagram
c. Block diagram
d. Flow diagram

10. Which of these are the components of a Fishbone diagram?

a. Head
b. Backbone
c. Causes
d. All of the above

11. Which of the following is the 3rd Tier of Quality Management System Structure?
a. Quality Manual
b. Quality Policy
c. Quality Objectives
d. Quality Process

12. Users can be trained to use the software product during which phase of SDLC?
a. Deployment
b. Maintenance
c. Coding
d. Testing
 SAMPLE QUESTIONS FORMAT
SECURITY IN COMPUTING(SEM VI)
(FOR FINAL YEAR/SEMESTER STUDENTS OF ACADEMIC YEAR 2020)

1.SEAT NO:
_______________________(Compulsory)

2.SAP NO:
_________________________(Compulsory)

3. Which of the following is independent malicious program that need not any host
program?

a. Trap Doors
b. Worm
c. Trojan Horse
d. Viruses

4. In computer security, ……………………. means that computer system assets can be

modified only by authorized parities

a. Confidentiality
b. Integrity
c. Availability
d. Authenticity

5. ___________ is a network authentication system based on the use of tickets.

a. Kerberos
b.Railway
c.SSL
d.TLS

6 .CIA triad focuses on three aspects of information protection.

a. Confidentiality, Interest, and Availability

b. Confidentiality, Integrity, and Availability
c. Confidence, Integrity, and Availability
 d. Confidentiality, Integrity, and Authentication

7. If the virus executes, does its damage, and terminates until the next time it is
executed, it is known as a __________________

a. nonresident virus
b. stealth virus
c. overwriting virus
d.prepending virus

8. The three D’s of security

a. Defense, Detection ,Divide

b. Defend ,Detect ,Dig
c. Defense ,Deterrence ,Detection
d. Divide ,Disguise ,Detect

9. ___________is a form of attack in which an attacker changes the Media Access

Control (MAC) address and attacks an Ethernet

a. ARP Protocol
b.ARP sniffing
c.ARP poisoning
d.ARP cracking
10. A ________________issues, catalogs, renews, and revokes certificates under the
Management of a policy and administrative control.

a. Certification authority
b.Registration authorithy
c.Revocation authority
d.Digital authority

11. VPN stands for ________________.

a. Virtual Public Network

b. Virtual Private Network
c. Vital Public Network
d.Virtual Public Networking
12. A ______ is classified as any device that uses distinctive personally identifiable
characteristics or unique physical traits to positively identify an individual.

a)guards
b)biometric device
c)finger
d)retina
 SAMPLE QUESTIONS FORMAT
BUSINESS INTELLIGENCE (SEM VI)
(FOR FINAL YEAR/SEMESTER STUDENTS OF ACADEMIC YEAR 2019-20 OR
EARLIER)

1. SEAT NO:
____________________________ (Compulsory)

2. SAP NO:
____________________________ (Compulsory)

3. ________ is a system where operations like data extraction, transformation and loading
operations are executed.
a. Data Staging
b. ETL
c. Data Integration
d. Data Transformation

4. ________ is used when target variable takes on continuous value.

a. Sampling
b. Regression
c. Discretization
d. Predictive

5. ________ is a process of removing noise from the data.

a. Generalization
b. Aggregation
c. Smoothing
d. Normalization

6. ________ learning analyses are not guided by a target attribute.

a. Supervised
b. Unsupervised
c. Machine
d. Statistics

7. The purpose of ________ methods is the identification of homogeneous groups of records.

a. Classification
b. Regression
c. Bayesian
d. Cluster
8. ________ is an iterative clustering algorithm that aims to find local maxima in each
iteration.
a. K-medoids
b. K-means
c. Hierarchical
d. Bayesian

9. ________ is the action or practice of selling an additional product or service to an existing

customer.
a. Up Selling
b. Cross Selling
c. Retention
d. Acquisition

10. The ________ also known as production function expresses the relationship between the
inputs utilize and output produce.
a. Efficient Frontier
b. CCR
c. Sales Organization
d. DEA

11. ________ refers to such activities as re-engineering, re-designing, and re-defining

business system.
a. Organizational Transformation
b. Knowledge Management
c. Data Integration
d. Data Transformation

12. When based on the available data a decision is taken then the process is called as the
________.
a. Backward Chaining
b. Horizontal Integration
c. Forward Chaining
d. Vertical Integration