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

Defining and aligning KPIs to business objectives is a shared responsibility led by the CSI Manager with input from Service and Process Owners.

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

A Process Practitioner executes the defined activities of a process and contributes data and observations to improvement efforts.

Question 3

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

Accepted Answer

Accountable

Answer

In a RACI matrix, 'A' stands for Accountable — the person who is ultimately answerable for the outcome of an activity.

Question 4

Who typically chairs a regular CSI review meeting?

Accepted Answer

The CSI Manager or a designated service improvement lead

Answer

The CSI Manager or improvement lead chairs review meetings to evaluate progress on registered improvements and decide on next steps.

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

R stands for Responsible — the individual or team that does the actual work, in this case collecting and recording measurement data.

CSI - Continual Service Improvement Practice Test