TMP Project & Service Management 5 — Questions and Answers
Question 1: A telecom service desk receives 200 calls per day, of which 160 are resolved at the first point of contact. What is the First Call Resolution (FCR) rate?
- 60%
- 70%
- 80% (Correct answer)
- 90%
Correct answer: 80%
FCR = (Calls resolved at first contact / Total calls) × 100 = (160 / 200) × 100 = 80%.
Question 2: Which document formally authorizes a project and gives the project manager authority to apply organizational resources?
- Project Management Plan
- Project Charter (Correct answer)
- Statement of Work (SOW)
- Business Case
Correct answer: Project Charter
The Project Charter is the document that formally authorizes the project and grants the project manager authority to allocate resources.
Question 3: In a telecom context, what is the purpose of a Configuration Management Database (CMDB)?
- To track customer billing information
- To maintain an inventory of IT assets and their relationships (Correct answer)
- To store network performance metrics
- To manage software licensing agreements
Correct answer: To maintain an inventory of IT assets and their relationships
A CMDB stores configuration items (CIs) — hardware, software, and network components — along with their attributes and interdependencies.
Question 4: A project manager identifies that a key stakeholder is resistant to a 5G network upgrade project. What is the most appropriate initial action?
- Escalate immediately to the project sponsor
- Exclude the stakeholder from project communications
- Engage the stakeholder to understand their concerns (Correct answer)
- Proceed without the stakeholder's support
Correct answer: Engage the stakeholder to understand their concerns
Proactively engaging resistant stakeholders to understand their concerns is the recommended approach for effective stakeholder management.
Question 5: Which quality management concept focuses on continuously identifying and eliminating waste from telecom service delivery processes?
- Six Sigma
- Lean (Correct answer)
- Total Quality Management (TQM)
- ISO 9001
Correct answer: Lean
Lean methodology focuses on maximizing value by systematically identifying and eliminating non-value-adding waste from processes.
Question 6: A TMP professional is managing a multi-vendor telecom transformation. Which procurement document defines the deliverables, timelines, and acceptance criteria that a vendor must meet?
- Request for Information (RFI)
- Request for Proposal (RFP)
- Statement of Work (SOW) (Correct answer)
- Non-Disclosure Agreement (NDA)
Correct answer: Statement of Work (SOW)
A Statement of Work (SOW) defines the specific deliverables, timelines, milestones, and acceptance criteria that a vendor must fulfill under a contract.
Question 7: In telecom project scheduling, what is the critical path?
- The most expensive sequence of project activities
- The longest sequence of dependent activities that determines the minimum project duration (Correct answer)
- The sequence of activities most likely to encounter risks
- The path with the highest number of resources assigned
Correct answer: The longest sequence of dependent activities that determines the minimum project duration
The critical path is the longest sequence of dependent activities in a project network, and any delay on this path directly delays the project end date.
TMP Project & Service Management 5
A telecom service desk receives 200 calls per day, of which 160 are resolved at the first point of contact.
What is the First Call Resolution (FCR) rate?