TMP Project & Service Management 5

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?

Accepted Answer

80%

Answer

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?

Accepted Answer

Project Charter

Answer

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)?

Accepted Answer

To maintain an inventory of IT assets and their relationships

Answer

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?

Accepted Answer

Engage the stakeholder to understand their concerns

Answer

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?

Accepted Answer

Lean

Answer

Lean methodology focuses on maximizing value by systematically identifying and eliminating non-value-adding waste from processes.

(TMP) Telecommunications Management Professional Practice Test

(TMP) Telecommunications Management Professional Practice Test

TMP Project & Service Management 5