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Latest Central Bank of India SO Production Support Exam Question (Objective Questions), MCQ in English

Subjects : Specific Subject (Production Support / ROC / Digital Support), Reasoning, Banking, Present Economic Scenario & General Awareness

Question Bank Central Bank of India SO (Production Support) Exam - English
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Specific Subject (Production Support / ROC / Digital Support)

Question 1Single Answer
In ITIL 4, which stage of the Service Value System is primarily responsible for ensuring that services are delivered and supported effectively?
  1. A
    Service Operation
  2. B
    Service Transition
  3. C
    Service Design
  4. D
    Service Strategy
Question 2Single Answer
Which ITIL lifecycle stage focuses on building, testing and deploying services into production?
  1. A
    Continual Service Improvement
  2. B
    Service Operation
  3. C
    Service Transition
  4. D
    Service Design
Question 3Single Answer
The primary purpose of Service Operation in ITIL is to?
  1. A
    Design service solutions
  2. B
    Define service requirements
  3. C
    Coordinate and carry out the activities and processes required to deliver and manage services at agreed levels
  4. D
    Strategize service portfolio
Question 4Single Answer
Which process in Service Operation is responsible for managing the lifecycle of all changes?
  1. A
    Problem Management
  2. B
    Incident Management
  3. C
    Change Management
  4. D
    Request Fulfilment
Question 5Single Answer
In ITIL, an Incident is defined as?
  1. A
    An unplanned interruption to an IT service or reduction in the quality of an IT service
  2. B
    The underlying cause of one or more incidents
  3. C
    A change that must be implemented
  4. D
    A user request for information
Question 6Single Answer
A Problem in ITIL is?
  1. A
    A single unplanned interruption
  2. B
    The underlying cause of one or more incidents
  3. C
    A standard change request
  4. D
    A service request
Question 7Single Answer
Which process aims to find the root cause of incidents and prevent recurrence?
  1. A
    Event Management
  2. B
    Incident Management
  3. C
    Change Management
  4. D
    Problem Management
Question 8Single Answer
The main goal of Incident Management is to?
  1. A
    Assess change impact
  2. B
    Identify root causes
  3. C
    Restore normal service operation as quickly as possible
  4. D
    Fulfil standard requests
Question 9Single Answer
Which of the following is the correct sequence in Problem Management lifecycle?
  1. A
    Root cause analysis → Incident closure → Problem closure
  2. B
    Incident logging → Problem logging → Change initiation
  3. C
    Problem identification → Error control → Problem control → Known Error Database
  4. D
    Change approval → Problem logging → Incident resolution
Question 10Single Answer
A Known Error is?
  1. A
    A problem that has been analyzed and for which a workaround or permanent fix has been identified
  2. B
    An open incident
  3. C
    A pending change
  4. D
    A service request
Question 11Single Answer
Change Management in ITIL aims to?
  1. A
    Identify root causes
  2. B
    Resolve incidents quickly
  3. C
    Control the lifecycle of all changes, enabling beneficial changes with minimum disruption
  4. D
    Fulfil user requests
Question 12Single Answer
Which type of change carries the lowest risk and can be pre-approved?
  1. A
    Standard Change
  2. B
    Normal Change
  3. C
    Emergency Change
  4. D
    Major Change
Question 13Single Answer
Release Management in ITIL is responsible for?
  1. A
    Root cause analysis
  2. B
    Logging incidents
  3. C
    Planning, scheduling and controlling the movement of releases to live environments
  4. D
    User request fulfilment
Question 14Single Answer
In banking production support, the most critical type of release is usually?
  1. A
    Emergency release (fix for critical incident)
  2. B
    Standard release
  3. C
    Minor release
  4. D
    Major release
Question 15Single Answer
An SLA (Service Level Agreement) is an agreement between?
  1. A
    Service desk and user
  2. B
    Service provider and supplier
  3. C
    Service provider and customer
  4. D
    Problem manager and change manager
Question 16Single Answer
An OLA (Operational Level Agreement) is an agreement between?
  1. A
    Vendor and bank
  2. B
    Service provider and external customer
  3. C
    Internal support teams / functional units
  4. D
    User and service desk
Question 17Single Answer
Which document defines the availability target committed to the customer?
  1. A
    UC (Underpinning Contract)
  2. B
    OLA
  3. C
    SLA
  4. D
    PIR (Post Implementation Review)
Question 18Single Answer
In ITIL Service Operation, the process responsible for monitoring events is?
  1. A
    Problem Management
  2. B
    Incident Management
  3. C
    Event Management
  4. D
    Access Management
Question 19Single Answer
The four main functions in ITIL Service Operation are?
  1. A
    Strategy, Design, Transition, Operation
  2. B
    Change, Release, Incident, Problem
  3. C
    Service Desk, Technical Management, IT Operations Management, Application Management
  4. D
    Demand, Capacity, Availability, Continuity
Question 20Single Answer
Which role is the single point of contact for all users when they report incidents or make service requests?
  1. A
    Release Manager
  2. B
    Problem Manager
  3. C
    Change Manager
  4. D
    Service Desk
Question 21Single Answer
Major Incident Management is a sub-process of?
  1. A
    Event Management
  2. B
    Problem Management
  3. C
    Change Management
  4. D
    Incident Management
Question 22Single Answer
The purpose of Known Error Database (KEDb) is to?
  1. A
    Store information about known errors and workarounds
  2. B
    Log all incidents
  3. C
    Track changes
  4. D
    Store user requests
Question 23Single Answer
In a banking environment, a critical core banking application outage would be classified as?
  1. A
    Priority 2 (P2) – High
  2. B
    Priority 4 (P4) – Low
  3. C
    Priority 3 (P3) – Medium
  4. D
    Priority 1 (P1) – Critical Incident
Question 24Single Answer
Which process owns the Known Error Database?
  1. A
    Incident Management
  2. B
    Problem Management
  3. C
    Change Management
  4. D
    Service Desk
Question 25Single Answer
A Standard Change does not require?
  1. A
    Documentation
  2. B
    Risk assessment
  3. C
    CAB approval (pre-approved)
  4. D
    Testing
Question 26Single Answer
An Emergency Change must be?
  1. A
    Never documented
  2. B
    Documented and reviewed post-implementation
  3. C
    Always rejected
  4. D
    Only verbal
Question 27Single Answer
Release Unit is?
  1. A
    Only software
  2. B
    The entire service
  3. C
    Only hardware
  4. D
    The portion of a service that is released together
Question 28Single Answer
In banking production support, the most common release type for security patches is?
  1. A
    Emergency release
  2. B
    Standard release
  3. C
    Normal release
  4. D
    Minor release
Question 29Single Answer
An SLA breach can lead to?
  1. A
    Service credits / penalties as per contract
  2. B
    No consequence
  3. C
    Only warning
  4. D
    Only appreciation
Question 30Single Answer
An OLA defines?
  1. A
    Supplier targets
  2. B
    Customer targets
  3. C
    Internal support targets that underpin the SLA
  4. D
    No targets
Question 31Single Answer
Which document is signed between service provider and external supplier?
  1. A
    SLA
  2. B
    Underpinning Contract (Uc)
  3. C
    OLA
  4. D
    PIR
Question 32Single Answer
The primary goal of Service Transition is to?
  1. A
    Operate services
  2. B
    Build and deploy new or changed services into operations
  3. C
    Design services
  4. D
    Strategize services
Question 33Single Answer
Which process ensures that services are tested and validated before deployment?
  1. A
    Incident Management
  2. B
    Change Management
  3. C
    Service Validation and Testing
  4. D
    Problem Management
Question 34Single Answer
In production support, the process that deals with access rights is?
  1. A
    Access Management
  2. B
    Change Management
  3. C
    Incident Management
  4. D
    Event Management
Question 35Single Answer
The Service Desk is responsible for?
  1. A
    Change approval
  2. B
    Root cause analysis
  3. C
    Initial logging and categorization of incidents and service requests
  4. D
    Release planning
Question 36Single Answer
Technical Management function is responsible for?
  1. A
    User support only
  2. B
    Maintaining the IT infrastructure
  3. C
    Policy making
  4. D
    Budgeting
Question 37Single Answer
IT Operations Management is responsible for?
  1. A
    Design
  2. B
    Strategy formulation
  3. C
    Day-to-day operation of IT infrastructure
  4. D
    Transition planning
Question 38Single Answer
Application Management function is responsible for?
  1. A
    Only network
  2. B
    Only hardware
  3. C
    Managing applications throughout their lifecycle
  4. D
    Only storage
Question 39Single Answer
Which process monitors all events occurring in the IT infrastructure?
  1. A
    Incident Management
  2. B
    Event Management
  3. C
    Problem Management
  4. D
    Change Management
Question 40Single Answer
An event that signifies a possible service impact is called?
  1. A
    Warning event
  2. B
    Informational event
  3. C
    Exception event
  4. D
    Normal event
Question 41Single Answer
The purpose of Request Fulfilment is to?
  1. A
    Manage the lifecycle of all service requests
  2. B
    Resolve incidents
  3. C
    Identify root causes
  4. D
    Approve changes
Question 42Single Answer
Access Management is closely linked with?
  1. A
    Event Management
  2. B
    Change Management
  3. C
    Problem Management
  4. D
    Information Security Management
Question 43Single Answer
In banking production support, the most critical incident priority is?
  1. A
    P1 – Critical (system down)
  2. B
    P4 – Low
  3. C
    P3 – Medium
  4. D
    P2 – High
Question 44Single Answer
The major difference between Incident and Problem is?
  1. A
    Problem is quick fix
  2. B
    Both are same
  3. C
    Incident is permanent fix
  4. D
    Incident focuses on restoration, Problem focuses on root cause elimination
Question 45Single Answer
Workaround is documented in?
  1. A
    Request record
  2. B
    Incident record only
  3. C
    Change record
  4. D
    Known Error Database
Question 46Single Answer
The process that manages the lifecycle of changes is?
  1. A
    Problem Management
  2. B
    Incident Management
  3. C
    Change Management
  4. D
    Release Management
Question 47Single Answer
A Normal Change requires?
  1. A
    No approval
  2. B
    Full CAB approval
  3. C
    ECAB approval
  4. D
    Only Change Manager approval
Question 48Single Answer
Release Management ensures?
  1. A
    Requests are fulfilled
  2. B
    Incidents are resolved
  3. C
    Problems are identified
  4. D
    Releases are deployed with minimal risk
Question 49Single Answer
In banking, the most critical change type is usually?
  1. A
    Normal change
  2. B
    Standard change
  3. C
    Emergency change for critical fixes
  4. D
    Minor change
Question 50Single Answer
SLA is agreed between?
  1. A
    User and service desk
  2. B
    Internal teams
  3. C
    Supplier and provider
  4. D
    Service provider and business/customer
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