Quiz 7 Flashcards
- What is the first activity of the Continual Service Improvement Approach?
A. Assess the current business situation
B. Understand the vision of the business
C. Define what you should measure
D. Create a plan including metrics
B
- The four stages of the Deming Cycle are?
A. Plan, Do, Check, Act
B. Plan, Measure, Act, Check
C. Monitor, Plan, Measure, React
D. Do, Act, Plan, Check
A
- Which of the following benefits would be LEAST useful in supporting a business case for service improvement?
A. Reduced technology investment by 20% due to more accurate capacity and performance modeling processes
B. Reduced support manpower demand by 30% due to automated incident and problem management processes
C. Reduced problem resolution by half due to improved knowledge management
D. Reduced level of customer complaints due to more effective Service Level Management
D
- What is the MAIN reason for establishing a baseline?
A. To standardize operation
B. For knowing the cost of services provided
C. For later comparison
D. For roles and responsibility to be clear
C
- What is the correct order of the first four activities in the 7 Step Improvement Process?
A. Define what you should measure, define what you can measure, gather data and process data
B. Gather data, process data, analyze data and present data
C. What is the vision, where are we now, what do we want to be, how do we get there
D. wisdom, information, knowledge, data
A
- Which of the following statements is CORRECT?
- Continual Service Improvement (CSI) provides guidance on how to improve process efficiency and effectiveness
- CSI provides guidance on how to improve services
- CSI provides guidance on the improvement of all phases of the Service Lifecycle
- CSI provides guidance on the measurement of processes and services
A. 1 and 2 only
B. 2 only
C. 1, 2 and 3 only
D. All of the above
D
- Which of the following are the three MAIN types of metrics as defined in Continual Service Improvement (CSI)?
- Process Metrics
- Supplier Metrics
- Service Metrics
- Technology Metrics
- Business Metrics
A. 1, 2 and 3
B. 2, 4 and 5
C. 1, 2 and 4
D. 1, 3 and 4
D
- Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
A. Continual service improvement
B. Service operation
C. Service Transition
D. Service Strategy
A
- Which is NOT a type of governance in ITIL?
A. IT governance
B. Operations governance
C. Corporate governance
D. Enterprise governance
B
- What is the database or structured document used to record and manage improvement opportunities throughout their lifecycle called?
A. Continual Service Improvement Register
B. Service Knowledge Management System
C. Configuration Management Database
D. Continual Service Improvement Matrix
A
