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ITIL CSI Continual Service Improvement VIP Certification Practice Exam
CSI — This exam mirrors the ITIL v3 Intermediate: Continual Service Improvement certification, issued by AXELOS and administered by PeopleCert — a 90-minute, closed-book exam consisting of 8 gradient-scored scenario-based questions (max 40 points, pass at 28/40 = 70%), testing all CSI lifecycle concepts, the 7-step improvement process, metrics, measurement, and CSI interfaces with other lifecycle stages.
55
Questions
90m
Time Limit
70.00%
To Pass
Question 1 of 55👑 VIP
A large financial services firm has recently deployed a new incident management tool. The IT director asks the CSI manager to confirm that the deployment has actually improved service quality. The CSI manager needs to demonstrate measurable improvement against a fixed reference point. Which term BEST describes this fixed reference point that was established before the new tool went live?
Questions 2–55 and full explanations are VIP-exclusive.