CSI CSI Roles and Responsibilities 2

Question 1

Which CSI role is responsible for defining KPIs and ensuring metrics are aligned to business objectives?

Accepted Answer

CSI Manager in collaboration with Service and Process Owners

Answer

Service Desk Analyst

Answer

Network Administrator

Answer

Configuration Manager

Question 2

What is the purpose of a 'Process Practitioner' in ITIL CSI?

Accepted Answer

To carry out the activities of a process according to documented procedures

Answer

To approve improvement budgets

Answer

To chair the change advisory board

Answer

To maintain the service portfolio

Question 3

In a RACI chart used in CSI, what does the 'A' stand for?

Accepted Answer

Accountable

Answer

Authorized

Answer

Assigned

Answer

Aware

Question 4

Who typically chairs a regular CSI review meeting?

Accepted Answer

The CSI Manager or a designated service improvement lead

Answer

The Service Desk Supervisor

Answer

An external consultant

Answer

The CTO only

Question 5

What does the 'R' in RACI stand for, and who typically holds it in a CSI data-gathering activity?

Accepted Answer

Responsible; the person or team that performs the actual data collection

Answer

Reviewed; the auditor who checks the data

Answer

Reported; the manager who receives the data

Answer

Required; the tool that captures the data

Question 6

Which stakeholder group most commonly receives CSI executive-level reports?

Accepted Answer

Senior business and IT leadership

Answer

Service desk analysts

Answer

Network operations engineers

Answer

End users