Welcome to the Process Question Bank! This is Part 1, covering questions, along with their answers and explanations. Read through the questions and then check the provided solutions to deepen your understanding.
Wings1 Process Questions & Answers
1. Which of the following is not true with regard to the change management Process?
- An Emergency change cannot be executed without evaluations for dependency and consequences for other services and customers
- Change coming from Priority 1 incident will be always of emergency category
- In Every Case, Emergency Change should be Tested before Implementation
- Emergency Changes Can be implemented even before they are administratively the service management tool ✔
Correct Answer: D
Explanation: In the change management process, it is important to have proper documentation and record-keeping of all changes, including emergency changes. Emergency changes should follow an expedited process to address critical issues promptly. However, it is still necessary to document and track emergency changes in the service management tool to ensure proper visibility, communication, and accountability. Implementing changes before they are administratively recorded in the service management tool can lead to confusion, lack of traceability, and difficulties in managing and tracking the change process effectively.
2. Based on learnings from previous sprint, the scrum lead decides to revisit the length of the sprint. what is the appropriate scrum event to discuss and agree on the change?
- Daily Scrum
- Sprint Planning
- Retrospective ✔
- Product Backlog Grooming
Correct Answer: C
Explanation: The Retrospective is a Scrum event that occurs at the end of each sprint. Its purpose is to inspect the previous sprint and identify areas for improvement. During the Retrospective, the Scrum team reflects on what went well, what could have been done better, and what changes can be made to enhance their processes and practices. If the Scrum lead determines that the length of the sprint needs to be revisited based on the learnings from the previous sprint, the Retrospective is the ideal event to bring up this topic. The team can discuss their observations and concerns regarding the sprint length, explore the impact it had on their productivity, and collectively decide whether an adjustment is needed. This discussion and agreement can then inform future sprints and potential changes to the sprint duration.
3. Which tool of TCS can be leveraged to ease access reconciliation?
- Mastercraft
- RightAccess ✔
- TCS JILE
- There is no TCS tool to resolve customer access recompilation risk
Correct Answer: B
Explanation: RightAccess is a tool developed by TCS (Tata Consultancy Services) that is specifically designed to address access management and access reconciliation challenges. It helps organizations manage user access rights and permissions effectively, ensuring that users have appropriate access to the resources they need while mitigating the risk of unauthorized access. By leveraging RightAccess, organizations can streamline access reconciliation processes, simplify user provisioning and deprovisioning, monitor access permissions, and enforce access control policies. The tool provides features such as access request workflows, access certification, role-based access control, and audit logs to facilitate access management and reconciliation. Therefore, if there is a need to ease access reconciliation, organizations can utilize the capabilities of TCS's RightAccess tool.
4. Development team often gets some production support requirement's in addition to work in the sprint backlog. The team adapt their team composition and created a sub team to support these ad-hoc requirements. Which of the following Statement is true?
- It is Okay to create sub teams within a development team
- It is not okay since there cannot be a sub team within a development team
- The team can complete the production support as one team since it is high priority and then come back to the original sprint work ✔
Correct Answer: C
Explanation: If the production support requirements are of high priority and require immediate attention, the development team can collectively decide to temporarily pause or adjust their sprint work to address the production support needs. Once the urgent support tasks are completed, they can then return to their original sprint work. This approach allows the team to prioritize the most critical needs and ensure that customer support and production stability are maintained. However, it is crucial to assess the impact of pausing the sprint work and communicate any changes to stakeholders to manage expectations. In summary, both options A and C can be valid depending on the specific circumstances, priorities, and agreements within the development team. The appropriate approach will vary based on the urgency and criticality of the production support requirements and the team's capacity to handle them while still progressing on the original sprint work.
5. Which of the Following outcomes can be achieved by embracing RIO?
- Higher time to resolution
- High number of incidents with shorter resolution time.
- Reduced number of incident's caused due to human errors ✔
- Reduction in planned outages of changes
Correct Answer: C
Explanation: RIO aims to enhance the resilience, intelligence, and orchestration capabilities of an organization's IT systems and processes. By implementing RIO principles and practices, organizations can improve their overall operational efficiency, reduce the occurrence of incidents caused by human errors, and minimize the impact of planned changes on system availability. While option A, "Higher time to resolution," suggests a longer time to resolve incidents, it is not a desired outcome. Organizations strive to minimize the time taken to resolve incidents, so a higher time to resolution would not be an expected outcome of embracing RIO. Option B, "High number of incidents with shorter resolution time," also contradicts the desired outcome. Although organizations aim for shorter resolution times, having a high number of incidents is not ideal. Embracing RIO principles and practices typically focuses on reducing the number of incidents and improving overall system reliability.
6. Who are responsible to maintain and protect known error database and imitates the formal closure of all problems?
- Service Delivery Manager ✔
- Every Individual
- Project Leader
- Tower Lead
Correct Answer: A
Explanation: The Service Delivery Manager is typically responsible for overseeing the delivery of IT services to customers or stakeholders. As part of their responsibilities, they often manage and maintain the known error database, which contains information about known issues and workarounds. The Service Delivery Manager ensures that known errors are properly recorded, documented, and tracked. They collaborate with other teams, such as incident management and problem management, to ensure that known errors are resolved and closed. They may also be responsible for initiating the formal closure of all problems, following the proper processes and documentation. While individuals within the organization may contribute to maintaining and updating the known error database, the overall responsibility and coordination typically lie with the Service Delivery Manager or a related role within the IT service management structure.
7. The Estimation method recommended by scrum is
- Planning Poker ✔
- T-Shirt Sizing
- Yesterday's Weather
- None of the Above
Correct Answer: A
Explanation: Scrum recommends using the Planning Poker technique for estimating the effort or complexity of user stories or backlog items during the Sprint Planning or Backlog Refinement sessions. Planning Poker involves the entire Scrum team, including the Product Owner, Scrum Master, and Development Team members. In Planning Poker, each team member independently assigns a relative size or story point value to a user story or backlog item based on their understanding of the work involved. These size estimates are then shared simultaneously, and any significant differences in estimations are discussed. The team repeats this process until a consensus or agreement is reached on the estimated size or effort. The Planning Poker technique encourages collaboration and engagement from all team members and helps to promote a shared understanding of the work involved in delivering a user story. It allows for different perspectives to be considered, leading to more accurate and reliable estimates for planning the Sprint.
8. What happens if the offshore team members are not able to participate in the iteration demo due to time zone/infrastructure issues?
- No Issues. Onsite Members can have iteration demo with product owner/stakeholders. It is a Single team anyway
- Offshore members will miss the opportunity to interact with the Product owner / Stakeholders and get the direct feedback about the increment they created. ✔
- No major issue. Since offshore lead and onsite members participate in the demo with Product Owner/ Stakeholders, they can cascade the feedback back to offshore members.
- It is loss as the offshore members will not able to contribute the ideas related to the way of working
Correct Answer: B
Explanation: Because if offshore team members are unable to participate in the iteration demo due to time zone or infrastructure issues, they will miss the opportunity to interact directly with the Product Owner and stakeholders and receive direct feedback about the increment they created. Here's why this is the case: A. Missed opportunity for interaction: The iteration demo is a crucial event where the development team showcases the increment they have created during the sprint. It provides an opportunity for the Product Owner and stakeholders to see the progress made and provide immediate feedback. If offshore team members cannot participate, they will miss the chance to engage directly in discussions, ask questions, and gather valuable feedback. B. Lack of direct feedback: By not being present during the demo, offshore team members won't have direct access to the Product Owner and stakeholders' feedback on their work. This can result in a delayed or indirect feedback loop, impacting the offshore team's ability to understand requirements, make necessary adjustments, and improve the quality of their work. C. Communication and collaboration challenges: Offshore team members not participating in the demo may lead to a communication gap between the onsite and offshore teams. The demo serves as a platform for cross-team collaboration and knowledge sharing. When offshore team members are unable to participate, it becomes more challenging to align their work with the rest of the team and maintain effective collaboration. While options A and C suggest that the demo can proceed without offshore team members, it's important to recognize the value of direct interaction and feedback. Missing out on this direct engagement can hinder the offshore team's ability to receive timely input and may result in misalignment, reduced collaboration, and potentially lower overall product quality.
9. TCS is awarded an engagement which involves managing the end to end IT Services (Application Development, Application Support, Infrastructure Engineering and Infrastructure Operations). There are no other vendors delivering to the customer. The customer is facing an ISO audit for operation process. Who needs to ensure that relevant artifacts are available for audit?
- As Customer is getting audited, it needs to be the customer who has to face the audit
- As TCS is the only service provider, TCS needs to face the audit ✔
- TCS should not be facing audit as this is not exclusively started activity in the contract.
- Customer should face the audit and TCS teams will be augmenting customer with relevant artifacts and procedure documents.
Correct Answer: B
Explanation: In the given scenario where TCS is the sole service provider managing end-to-end IT services for the customer, it is typically the responsibility of TCS to ensure that relevant artifacts are available for the ISO audit. As the service provider, TCS is accountable for delivering the services and meeting the required operational processes and standards. TCS should have processes and procedures in place to support the customer's ISO audit requirements. This includes providing the necessary artifacts, documentation, and evidence of compliance with the ISO standards relevant to the services being delivered. TCS would need to cooperate with the customer during the audit process, providing the requested information and supporting the customer in demonstrating compliance with the necessary operational processes. While the customer may still be involved in the audit process and provide input or insights, the primary responsibility for providing the relevant artifacts and ensuring compliance typically lies with the service provider, in this case, TCS.
10. An incident is further passed on to next higher level of technical support team. This is known as?
- Categorization
- Escalation ✔
- Improvisation
- Authorization
Correct Answer: B
Explanation: When an incident is passed on to the next higher level of technical support team, it is referred to as escalation. Escalation typically occurs when the initial level of support is unable to resolve the incident within the agreed-upon timeframe or lacks the necessary expertise to address the issue. The purpose of escalation is to involve higher-level support resources or management to ensure timely and effective resolution of the incident. Escalation involves transferring the incident to a more specialized or senior team that has the knowledge, skills, and authority to handle the issue. This escalation process may include notifying supervisors, managers, or higher-level support personnel who can take ownership of the incident and provide the necessary resources and expertise to resolve it. Escalation is a common practice in incident management to ensure that incidents are addressed promptly and efficiently, leveraging the appropriate level of support and expertise to meet the required service levels and customer expectations.
11. A scrum team often runs into following issues
-->Conflicting requirements from different departments
-->ad-hoc work request from different business managers
-->no feedbacks on increments
What Could be the Most likely Cause?
- Issues with how scrum master guides the team.
- Issues with Product owner responsibilities. ✔
- Issues with planning abilities of Development team.
Correct Answer: B
Explanation: Conflicting requirements from different departments, ad-hoc work requests from different business managers, and a lack of feedback on increments are all responsibilities that primarily fall under the domain of the Product Owner in the Scrum framework. The Product Owner is responsible for managing the product backlog, prioritizing user stories, and ensuring alignment with stakeholders. They play a crucial role in gathering requirements, managing expectations, and providing clear guidance to the development team. If the Product Owner is not effectively fulfilling their responsibilities, it can lead to conflicting requirements not being properly addressed, ad-hoc work requests disrupting planned sprints, and a lack of feedback on increments. On the other hand, the Scrum Master is responsible for guiding the team in understanding and following the Scrum framework, facilitating effective communication and collaboration, and removing any obstacles that may hinder the team's progress. While the Scrum Master may play a role in addressing these issues, they are not directly responsible for managing conflicting requirements, ad-hoc work requests, or feedback on increments.
12. An organization is on its path to adapt scrum approach as its approach to software development. It decides to convert all project managers into scrum masters. Select the Statement thats holds good
- It is a good Strategy. The project manager's already know how to run projects. They need training on scrum.
- It will create resentment to project managers, because they will have a small team to manage.
- The Organization needs to rethink on his strategy. Identifying persons who are inclined or experienced in coaching and facilitation as their leadership style is a better strategy. ✔
Correct Answer: C
Explanation: When adopting Scrum, it is important for the organization to rethink its strategy and identify individuals who are inclined or experienced in coaching and facilitation. Scrum Masters need to have a deep understanding of the Scrum framework, servant leadership qualities, and the ability to facilitate collaboration and communication within the team. They play a crucial role in guiding the team through the Scrum process and enabling their self-organization and continuous improvement.
13. A few days after the sprint planning, the product owner finds that it makes sense to develop another new functionality. Which two of the followings statements are correct?
- The Developers will add the new items to the Sprint Backlog.
- The Product Owner can add the new item in the product backlog. In the next sprint planning, the product owner can bring it up for developers selection. ✔
- If the Developer's agree, the product owner can swap an existing functionality in the current sprint, for the new functionality. ✔
- The Developer's should obtain the scrum master's approval to add this to the Sprint backlog.
Correct Answer: B, C
Explanation: In Scrum, the sprint backlog is intended to be a reflection of the selected items from the product backlog for a specific sprint. If a new functionality arises after the sprint planning, the correct approach would be for the Product Owner to add it to the product backlog (Statement B). During the next sprint planning, the Product Owner can bring up the new item for discussion and consideration by the development team. The team, in collaboration with the Product Owner, can then decide whether to include it in the current sprint or a future one. If the development team agrees to include the new functionality in the current sprint, they can swap it with an existing functionality that was already planned (Statement C). This should be a collaborative decision made by the development team, in consultation with the Product Owner, to ensure the best use of available resources and prioritize the most valuable work. Statement A is incorrect because the developers should not unilaterally add new items to the sprint backlog without discussion and agreement with the Product Owner. The backlog is a collaborative effort between the Product Owner and the development team. Statement D is also incorrect because the approval for adding items to the sprint backlog is not solely the responsibility of the Scrum Master. The decision should involve the Product Owner and the development team, who collectively decide on the content of the sprint backlog during the sprint planning.
14. To track the sprint progress, scrum mandates
- Preparing sprint burn down charts ✔
- Increasing the transparency by frequently updating the remaining work ✔
- Earned value approach
Correct Answer: A, B
Explanation: A. Preparing sprint burn down charts: A sprint burn down chart is a graphical representation that tracks the progress of work remaining in a sprint over time. It shows the amount of work remaining on the vertical axis and the time on the horizontal axis. The burn down chart helps the team visualize the progress and identify if they are on track to complete the planned work within the sprint duration. B. Increasing the transparency by frequently updating the remaining work: Scrum emphasizes transparency, and one way to achieve this is by frequently updating the remaining work. The development team should regularly communicate the progress of their work and update the remaining effort or backlog items as they gain more clarity throughout the sprint. This helps everyone involved to have a clear understanding of the current status and any adjustments that might be needed. Option C, "Earned value approach," is not mandated in Scrum. The earned value approach is a project management technique commonly used in traditional project management methodologies, but it is not a specific requirement or practice within the Scrum framework. Therefore, the correct answers are A. Preparing sprint burn down charts and B. Increasing the transparency by frequently updating the remaining work.
15. A product Owner can not send a representation (delegate) to sprint review
- True
- False ✔
Correct Answer: B
Explanation: A Product Owner can send a representation or delegate to the sprint review if they are unable to attend in person. While it is ideal for the Product Owner to be present at the sprint review to provide insights and feedback, Scrum allows for flexibility in attending the event. The delegate should be someone who can adequately represent the Product Owner's perspective and provide valuable input during the sprint review. However, it is important to note that the Product Owner remains responsible for the product and should be actively involved in the sprint review process, even if they cannot attend in person.
16. When a sprint is cancelled, the scrum team discards all the work and refines a new product backlog
- True
- False ✔
Correct Answer: B
Explanation: When a sprint is cancelled, the Scrum team does not discard all the work and create a new product backlog. Instead, the Scrum team conducts a sprint retrospective to review and analyze the reasons for the cancellation. The team examines what was accomplished during the cancelled sprint and identifies any insights or learnings that can be applied to future sprints. After the retrospective, the Scrum team, including the Product Owner, collaboratively decides on the next steps. They may choose to start a new sprint with a revised sprint goal and adjusted backlog based on the insights gained from the cancelled sprint. The work that was completed during the cancelled sprint is typically not discarded but may be evaluated for potential integration into future sprints or releases. It is important to note that sprint cancellations are intended to be rare occurrences and should be avoided whenever possible. Cancelling a sprint should only happen in exceptional circumstances, such as a major change in business priorities or the discovery of a fundamental flaw that makes further work on the sprint goal impractical.
17. A scrum team develops software during the sprints. Only when the Product owner decides to go for release, the team takes up user documentation during the sprint. Which of the statements is correct?
- It is correct. Creating documents early will require constant effort to keep them updated.
- It is correct. Scrum favors less documentation and the team can defer it to the last minute.
- It is Incorrect, Anything that is required for the product increment to be production ready must be part of "Definition of Done" for "the Sprint" ✔
- All of the above
Correct Answer: C
Explanation: According to Scrum principles, anything that is required for the product increment to be considered production-ready should be part of the "Definition of Done" for the sprint. This includes user documentation or any other necessary deliverables. Scrum emphasizes the importance of delivering a potentially shippable product increment at the end of each sprint. The "Definition of Done" defines the criteria that must be met for an increment to be considered complete and ready for release. This definition typically includes various aspects such as coding standards, testing, documentation, and any other requirements specific to the product or organization. While it is true that Scrum favors less documentation and values working software over comprehensive documentation (option B), it does not mean that documentation can be deferred to the last minute or excluded entirely. The team should strive to maintain an appropriate balance between delivering working software and producing any necessary documentation to ensure the product is usable, maintainable, and meets the needs of its users. Option A is incorrect because creating documentation early in the sprint, as part of the "Definition of Done," ensures that it is given proper consideration and allows for regular updates and improvements, if necessary. It does not require constant effort to keep them updated but rather integrates documentation as a standard part of the development process.
18. A user declined the resolution that you have provided on a production issue. What will be your next course of action?
- Tell the user to open a new incident.
- Re-Open the Incident and Update user concerns in the incident. ✔
- Request user to re-open incident with valid validation and artifacts.
- As the Incident is closed inform the user to update concerns in feedback.
Correct Answer: B
Explanation: When a user declines the resolution provided for a production issue, the appropriate next course of action would be to re-open the incident and update the user's concerns within the same incident. By re-opening the incident, you acknowledge the user's feedback and ensure that their concerns are addressed appropriately. This allows for continued communication and collaboration to find a satisfactory resolution for the user. Options A, C, and D are not the recommended actions in this situation: A. Telling the user to open a new incident may create confusion and duplicate efforts. It is more effective to continue the discussion within the existing incident. C. Requesting the user to re-open the incident with valid validation and artifacts may not be necessary if the concerns can be addressed within the existing incident. Re-opening the incident is sufficient. D. Informing the user to update concerns in feedback is not the best approach because feedback is generally used for general comments or suggestions, not for ongoing incident resolution.
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