FREE CSI Concepts Questions and Answers

Question 1

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Accepted Answer

The entire cycle should be repeated multiple times to implement Continual Improvement

Answer

Each stage should be carried out once in the order Plan-Do-Check-Act

Answer

There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

Answer

There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Improvement

Question 2

To add value to the business, what are the four reasons to monitor and measure?

Accepted Answer

Validate; Direct; Justify; Intervene

Answer

Validate; Direct; Justify; Improve

Answer

Evaluate; Diagnose; Justify; Intervene

Answer

Evaluate; Direct; Justify; Improve

Question 3

The difference between service metrics and technology metrics is BEST described as?

Accepted Answer

Service metrics measure the end-to-end service; Technology metrics measure individual components

Answer

Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

Answer

Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

Answer

Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

Question 4

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

Accepted Answer

Continual Service Improvement

Answer

Service Strategy

Answer

Service Operation

Answer

Service Design

Question 5

Which of the following is NOT an objective of Continual Service Improvement?

Accepted Answer

Conduct activities to deliver and manage services at agreed levels to business users

Answer

Review and analyze the Service Level Achievement results

Answer

Identify activities to improve the efficiency of service management processes

Answer

Improve the cost-effectiveness of IT services without sacrificing customer satisfaction

Question 6

Which of these is the correct set of steps for the Continual Service Improvement Model?

Accepted Answer

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?

Answer

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve

Answer

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Answer

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

Question 7

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

Accepted Answer

Plan

Answer

Do

Answer

Check

Answer

Act

Question 8

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?

1. Progress 2. Effectiveness 3. Efficiency 4. ________?

Accepted Answer

Compliance

Answer

Cost

Answer

Conformance

Answer

Capacity

Question 9

Which of the following do Service Metrics measure?

Accepted Answer

The end-to-end service

Answer

Processes and functions

Answer

Maturity and cost

Answer

Infrastructure availability

Question 10

What type of improvement should be achieved by using the Deming Cycle?

Accepted Answer

Steady, ongoing improvement

Answer

Rapid, one-off improvement

Answer

Return on investment within 12 months

Answer

Quick wins