IT Service Management (ITSM) Practice Questions 2019 - PPT

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CA Test Series ITSM Practice Question
INFORMATION TECHNOLOGY

• Q-1 Define the following terms briefly
• Business Process Reengineering (BPR) Team
• Instruction Set
• Site Blocking
• System
• Database Controls
• Office Management Software
• Business Information System
• Electronic Fund Transfer (EFT)
• Database Management Systems (DBMS)
• Business Strategy

Q-2 Differentiate between the following
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• CA Test Series
• Boxes and Diamonds in E-R Diagram
• Sales Process and Purchase to Pay (P2P) Process
• Random Access Memory (RAM) and Read Only Memory
  (ROM)
• Memory Management and Task Management in
  Operating System
• Fat Client and Thin Client
• Session Layer and Transport Layer of OSI Model
• Knowledge Level Systems and Operational Level
  Systems
• General-purpose Planning languages and
  Special-purpose Planning languages
• Batch Processing and Online Processing
• Attendance Systems and Vehicle Tracking System

• Q-3 Write short note on the following
• Extranets
• Mobile Commerce
• Data Sharing in Grid Computing
• Benefits of Business Process Automation (BPA)
• Android
• Packet Switching in Switched Networks
• Decentralized Computing
• Data Resource Management Controls
• File Management System
• Certificate Authority

Q-4 Name and discuss various phases of Business
Process Management Life Cycle (BPM Life Cycle)
in logically correct order.
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CA Test Series Q-5 Discuss Control and its
objectives in detail.
Q-6 Discuss Transmission media in
telecommunication networks.
Q-7 What are the possible ways to make payments
electronically?

• Discuss Output Controls and their types under
  Application Controls.
• Briefly explain all tiers in three tier
  architecture.
• Discuss various activities that are performed by
  an Operating System.
• Discuss Mobile Computing and its components.
• Discuss the risks involved in e-Commerce.
• Discuss some examples of Office Automation
  Systems.
• How Grid Computing is used from a users
  perspective?

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• Note that is step L3, x denotes multiplication
  sign.
• List the output for the above program.
• List the output if the above program is modified
  in the step L1 as N 0.

• Q-16 Define the following terms briefly
• Total Quality Management
• Accounting Information System
• Mobile Communication
• Network as a Service (NaaS) in Cloud Computing
• Network Contention
• MODEM
• Read Only Memory (ROM)
• General Purpose Planning Languages
• TALLY
• Plastic Cards

• Q-17 Differentiate between the following
• Data Store of DFD and Data Flow of DFD
• One-to-Many Relationship (1N) and Many-to-Many
  (MN) Relationship in E-R Diagram
• Routing and Resilience
• Private Clouds and Community Clouds
• Public Data Network and Private Data Network
• Network Layer and Data Link Layer of OSI Model
• Knowledge Level System and Operational Level
  Systems
• Information and Knowledge
• Topological Controls and Internetworking Controls

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CA Test Series
(x) Confidentiality and Integrity

• Q-18 Write short note on the following
• SmartPhone
• Information as a Business Asset
• Secondary Memory
• System Investigation under SDLC
• Coaxial Cables
• Centralized Computing
• Training Management
• Quality Assurance Management Controls
• Application areas of Grid Computing
• Computerized Information Processing Cycle

Q-19 Discuss Business Process Management (BPM)
Principles.

• Discuss Processing Controls and their categories
  in Application Controls.
• (a) Discuss the types of System Security.
• (b) Distinguish between Threat and Vulnerability.
• Discuss Business Intelligence and its tools.
• Discuss the steps involved in implementing
  Business Process Automation.
• Discuss, in brief, the components of
  Telecommunication Network Model.

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CA Test Series

• Discuss Relational Database Model.
• Discuss Cloud Computing architecture.
• Discuss advantages and disadvantages of Cloud
  Computing.
• Discuss Network Protocols in detail.
• Discuss Executive Information System (EIS) and
  its components.
• (a) Discuss advantages and limitations of using
  Data Flow Diagram.
• (b) Discuss the concept of Decision Table in
  brief.

1. Discuss the impact of Information Technology on
   Information Systems Risks and Controls.
2. Draw a flow chart to compute and print
   Income-tax, Surcharge and Education Cess on the
   income of a person, where income is to be read
   from terminal and tax is to be calculated as per
   the following rates

Slab (Rs) Rate
(i) 1 to 1,00,000 No tax
(ii) 1,00,001 to 1,50,000 _at_ 10 of amount above 1,00,000
(iii) 1,50,001 to 2,50,000 5,000 20 of amount above 1,50,000
(iv) 2,50,001 onwards 25,000 30 of amount above 2,50,000
Surcharge _at_ 10 on the amount of total tax, if the income of a person exceeds 10,00,000
Education cess 2 on the total tax
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CA Test Series

1. Can a business succeed in the long run by
   focusing only on profit as its primary objective?
   What are other objectives of a business?
2. What do you mean by micro environment of
   business? Explain its elements
3. What is Corporate Strategy? How would you argue
   that 'corporate strategy' ensures the correct
   alignment of the firm with its environment'?
4. What is Strategic Decision Making? Briefly
   explain the major dimensions of strategic
   decisions.
5. Explain GE model. How is it useful in making
   strategic choices?
6. Key Success Factors (KSFs) are the rules that
   shape whether a company will be financially and
   competitively successful? Do you agree with this
   statement? How to identify an industrys key
   success factors?
7. Devise an ideal work plan for implementing a
   turnaround strategy in an organization?
8. Discuss strategic alternatives with reference to
   Michael Porters strategies.

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• CA Test Series
• Describe the importance of corporate culture.
• What are the various guiding principles of total
  quality management?
• How internet is affecting the business? Explain
  the strategy-shaping characteristics of the
  E-commerce environment.
• What do you understand by Accounting Information
  System? Discuss some of its functions, in brief.
• A XYZ bank has 500 employees. The salary paid to
  each employee is sum of his Basic Pay (BP),
  Dearness Allowance (DA) and House Rent Allowance
  (HRA). For computing House Rent Allowance, bank
  classified his employees into three classes A, B
  and C. The
• HRA for each class is computed at the rate of 30
  percent, 20 percent and 10 percent of the BP
  respectively. The DA is computed at a flat rate
  of 60 percent of the Basic Pay. Draw a flow chart
• to determine the percentage of employee falling
  in each of the following salary slabs
• (i) Above 30,000
• (ii) 15,001 to 30,000
• (iii) 8,001 to 15,000
• (iv) Less than or equal to 8,000.

1. Describe Relational Database Model with example.
2. Discuss in brief the steps that are involved in
   implementing Business Process Automation (BPA).

SECTION B STRATEGIC MANAGEMENT
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• CA Test Series
• Q-1 Correct/Incorrect with reasoning
• 1. State with reasons which of the following
  statements are correct/incorrect
• Managers simplify complexity by focusing on
  limited aspects of the environment.
• External environment must be scanned to identify
  strengths and weaknesses.
• Businesses aim to create and retain customer.
• In BCG matrix, question marks represent low
  growth, low share businesses.
• Judgement about what strategies should be pursued
  flows from intuition.
• To diversify organisations need to enter into
  businesses that are unrelated to the present
  business of the organisation.
• Strategies need to be segregated into functional
  level strategies and plans.
• A match between strategy and structure may create
  competitive advantage.
• In hourglass structure, more personnel are
  required at middle levels for effective
  functioning.
• Strategist in governmental organisations have
  lesser autonomy than their counterparts in
  private sector.
• There are challenges in implementing business
  process reengineering.
• Q-2 Distinguish between the following
• Micro environment and Macro environment.
• Inbound logistics and outbound logistics.

• Q-3 Write short notes on the following
• Exchange of influence and power with environment
• Merger and acquisition
• Network organisation structure
• Place in Marketing

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CA Test Series

• Q-4 Briefly answer the following questions
• Briefly explain balanced scorecard as approach
  for measuring company performance by setting
  both financial and strategic objectives and
  tracking achievement.
• A company should focus on external perspective
  to define its mission. Support this statement
  with reasons.
• ABC consultancy firm receives a project from its
  client organisation to advise it on factors it
  need to consider for environmental scanning.
  Briefly explain these factors.
• It is possible that different organisations
  cooperate with one another. Discuss.
• Explain how technological factors present an
  opportunity as well as threat to a particular
  business organization.
• Explain the dynamics of competitive strategy?
• What tips can you offer to write a right
  Mission Statements?
• What are the different issues in strategic
  analysis?

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CA Test Series

• Q-14 Explain the strategic role of Human
  Resources Management in the following areas
• Facilitation of Change
• Building Core Competency
• Development of Work Ethics and Culture
• How does the core competency and value chain
  linked together helps the company to be unique?
• ABC Ltd. plans to introduce changes in its
  structure, technology and people. Explain how
• Kurt Lewins change process can help this firm.
• To implement six sigma in an organisation is
  difficult. Explain the critical elements of six
  sigma.
• what is Benchmarking? Explain briefly the
  elements involved in Benchmarking process.
• State with reasons which of the following
  statements are correct/incorrect
• Strategy evolves over a period of time.

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• CA Test Series
• E-commerce technology opens up a host of
  opportunities for reconfiguring industry and
• company value chains.
• Logistics is a process that integrates the flow
  of supplies into, through and out of an
  organization.
• Q-20 Distinguish between the following
• Operational control and management control.
• Top-down and bottom-up strategic planning.
• Mergers and acquisitions.

• Q-21 Write short notes on the following
• Concept of strategic Intent
• Strategic business unit
• DMADV A six sigma methodology
• Global strategy

• Q-22 Briefly answer the following questions
• Kieretsu involves sharing of purchasing,
  distribution and other functions. Discuss the
  statement in light of its advantage in a
  competitive environment.
• Briefly explain the role of experience curve in
  strategic management.
• Explain an organisation as an element of
  micro-environment.
• What is strategic control? Also explain briefly
  premise control.

Q-23 The external environment holds considerable
power over the organization. How?
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• CA Test Series
• Explain PESTLE as a tool for analyzing the macro
  environment. Illustrate your answer with
• environmental influences that may be considered.
• What is meant by organizational objectives?
  Explain the six characteristics of
  organizational objectives.

1. What do you understand by Strategy? Explain the
   four generic strategies as discussed by Glueck
   and Jauch.
2. A CEO of a company recently attended a seminar on
   strategic management. He is quite enthusiastic
   but does not understand how to use SWOT analysis
   for his Company. Act as a consultant and advise
   him on how to use SWOT analysis to formulate
   business strategies.
3. Describe the construction of BCG matrix and
   discuss its utility in strategic management.
4. Discuss strategic alternatives with reference to
   Michael Porters strategies.

• What do you understand by the term Strategic
  uncertainty? What is its impact on
• strategic planning?
• Do you think that Management of a business house
  needs to formulate strategies for different
  functional areas when it already has developed
  higher level corporate and business strategies?
  If yes, enumerate the reasons why functional
  strategies are needed.
• What do you understand by the term marketing mix?
  Discuss its various constituents.

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• CA Test Series
• Define corporate culture. Also elucidate the
  statement Culture is a strength that can also
• be a weakness.
• Transformational leadership style may be
  appropriate in turbulent environment while
  transactional leadership style may be appropriate
  in settled environment. Comment.
• Discuss briefly the characteristics of E-commerce
  which have reshaped the economic landscape and
  altered traditional industry boundaries
• Define business process reengineering. Briefly
  outline the steps therein.
• State with reasons which of the following
  statements are correct/incorrect
• Cooperation is generated automatically in
  businesses owned by members of same family.
• The concept of experience curve is relevant for a
  number of areas in strategic management.
• Strategic planning gives direction to the
  organization.
• The characteristics of strategic management
  decisions differ depending upon the levels of
  management of an organisation.
• Competition adversely hits the organizational
  growth.
• Changes in strategy may lead to changes in
  organizational structure.

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• CA Test Series
• Vertically integrated diversification and
  Horizontally integrated diversification.
• TQM and Traditional management practices.
• Vision and Mission.
• Q-39 Write short notes on the following
• Strategic Group Mapping.
• Role of Global Industries.
• Premise Control.
• Network structure.

• Q-40 Briefly answer the following questions
• Briefly explain shared vision and vision
  shared.
• Six sigma is not merely a quality initiative, it
  is a business initiative. Elucidate.
• Explain briefly the reasons necessary for
  globalization of companies.
• Briefly explain the implementation steps in BPR.

1. Explain five forces model given by Michael Porter
   in context of an organization that is
   manufacturing motor cycles in India.
2. It is difficult to determine exactly what
   business should do in response to a particular
   situation in the environment. Explain the various
   strategic approaches for it.
3. What is business environment? Briefly explain
   macro environmental factors that affect an
   organization's strategy.
4. What is Corporate Strategy? How would you argue
   that 'corporate strategy 'ensures the correct
   alignment of the firm with its environment'?

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CA Test Series

1. "Strategy is partly proactive and partly
   reactive." Do you agree? Give reasons for your
   answer.
2. Decision making is an important managerial
   function in strategic management. Discuss. What
   are the major dimensions of strategic decisions?
3. Discuss GE 9 cell matrix. How is it related to
   traffic control lights?
4. What is SWOT analysis? Discuss its significance?
5. Strategists need to assess the industry outlook
   carefully to decide on attractiveness of
   business. Discuss the factors to base such
   assessment and decisions.
6. Michael E. Porter has suggested three generic
   strategies. Briefly explain them. What is the
   basic objective to follow a generic strategy? In
   what situations can the three strategies be used?

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