Review Questions

You can find the answers in Appendix A.

1. Which of these statements is correct about the purpose of the continual service improvement lifecycle stage?

1. The purpose of CSI is to continue to support the business with IT services, in the face of changing business needs.

2. The purpose of CSI is to define the strategic approach for service management across the whole of the lifecycle.

2. Which of these statements represents an objective of the continual service improvement lifecycle stage?

A. To ensure that the changes to the services deliver the anticipated and required business value

B. To identify and implement specific activities to improve IT service quality

C. To identify the services and the customers who use them

D. To set the expectations for the performance and use of the new or modified services

3. The ITIL Continual Service Improvement publication provides guidance in four main areas. Which of these is not one of the four areas?

A. Continual alignment of the IT services with the current and future needs of the business

B. The maturity and capability of the organization, management, processes, and people utilized by the services

C. The development of a strategy that supports business organization improvements

D. Continual improvement of all aspects of the IT service and the service assets that support them

4. The continual service improvement approach sets out a sequence of steps to follow when instigating and implementing improvements. Which of these represents the correct sequence for the CSI approach?

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

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

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

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?

5. Which of these is a key objective in creating and managing a continual service improvement register?

A. To capture details of the infrastructure and identify risks in their relationships

B. To capture details of the services that are being delivered across the operational lifecycle

C. To capture details of improvement initiatives across the service lifecycle

D. To capture details of the information used to manage services across the service lifecycle

6. Plan, Do, Check, Act are the four stages of which quality improvement approach?

A. Improvement initiative cycle

B. Edwards cycle of quality improvement

C. CSI approach

D. Deming cycle

7. Measurement is a key part of the CSI lifecycle stage. Processes will be measured by key performance indicators; to what do KPIs relate?

A. Critical success factors

B. Critical business factors

C. Customer success factors

D. Customer satisfaction focus

8. Using ITIL terminology, there is a difference between a baseline and a snapshot. Which of these statements is/are correct?

1. A baseline is a point in time that captures a snapshot of the environment and is verified so that it is an accurate reflection of the environment.

2. A baseline is used for comparison, so it should be captured at regular intervals and recorded.

9. The seven-step process is mapped against the Data-Information-Knowledge-Wisdom structure from knowledge management. Which step or steps of the seven-step process align with the Data part of the structure?

A. 1 and 2

B. 2 and 3

C. 3

D. 3 and 4

10. ITIL identifies four common audience types to whom you present information as part of the CSI process. Which of the four is missing from this list?

A. Suppliers: This group will be interested in KPIs and activity metrics related to their own service offerings and performance.

B. Business users: This group will be interested in KPIs to help them understand how to improve their use of services.

C. Project managers: This group will be interested in CSFs to help them understand how to improve their project plans.

D. External users: This group will be interested in KPIs and activity metrics to understand their use of services.