Continual Service Improvement

Question 1

What are the 4 parts of the Deming cycle?

Answer 1

Plan, Do, Act, Check

Question 2

What 3 types of metrics are covered in CSI?

Answer 2

Technology (server uptime), Process (how many tickets closed per day), Service (is the service providing as expected?)

Question 3

What does CSF stand for?

Answer 3

Critical success factors

Question 4

What is a CSF?

Answer 4

They are things that must happen for a vision or objective to be realised.

Question 5

What does a KPI do?

Answer 5

Measures and indicates the acheivement of a critical success factor.

Question 6

What does KPI stand for?

Answer 6

Key performance indicator

Question 7

What 3 attributes does a metric need to contain?

Answer 7

Informative, timely and relevant.

Question 8

What is the purpose of CSI?

Answer 8

To impriove services that already exist, or any part of the service management process, to improve the business value delivered to customers

Question 9

What is the purpose of metrics?

Answer 9

To see how well or badly something is performing

Question 10

What are some examples of metrics?

Answer 10

The age of an email, response times, numbers of emails sent per day