Continious Service Improvement (CSI)

Question 1

1. A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?
   A. Be accountable for the outcome of an activity
   B. Perform an activity
   C. Be kept up-to-date on the progress of an activity
   D. Manage an activity

Answer 1

C. Be kept up-to-date on the progress of an activity

Question 2

Which one of the following activities are carried out during the Where do we want to be? Step of the continual service improvement (CSI) approach?
A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets

Answer 2

D. Defining measurable targets

Question 3

Which one of the following includes four stages called Plan, Do, Check and Act?
A. The Deming cycle
B. The continual service improvement approach
C. The seven-step improvement process
D. The service lifecycle

Answer 3

A. The Deming cycle

Question 4

Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B. Where do we want to be?; How do we get there?; How do we check we
arrived?; How do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; improve the solution
D. What is the vision? ; Where are we now?; Where do we want to be?; How do
we get there?; Did we get there?; How do we keep the momentum going?

Answer 4

D. What is the vision? ; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Question 5

Which one of the following activities is NOT part of the Deming Cycle?
A. Act 
B. Plan 
C. Do 
D. Co-ordinate

Answer 5

D. Co-ordinate

Question 6

In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only

Answer 6

A. Both of the above

1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models

Question 7

Which one of the following would be the MOST useful in helping to define roles and Responsibilities in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle

Answer 7

A. RACI model

Question 8

Which one of the following do technology metrics measure?
A. Components 
B. Processes 
C. The end-to-end service 
D. Customer satisfaction

Answer 8

A. Components

Question 9

Which one of the following would NOT be defined as part of every process?
A. Roles 
B. Inputs and outputs 
C. Functions 
D. Metrics

Answer 9

C. Functions

Question 10

Which one of the following is NOT a characteristic of a process?
A. It is measurable 
B. It delivers specific results 
C. It responds to specific events 
D. It structures an organization

Answer 10

D. It structures an organization