FREE CSI Methodologies and Processes Questions and Answers

Question 1

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Accepted Answer

Vision and Strategy, Tactical Goals and Operational Goals

Answer

Business Objectives, IT Objectives, Process Metrics

Answer

Process Models, Goals, and Objectives

Answer

Business and IT Strategy and Process Definitions

Question 2

Which is the first step in the 7-Step Improvement Process?

Accepted Answer

Define what you should measure

Answer

Where are we now?

Answer

Identify gaps in Service Level Agreement (SLA) achievement

Answer

Prepare for action

Question 3

Within the Continual Service Improvement (CSI) 7-step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle to answer the question "Did we get there?"

Accepted Answer

Service Operation

Answer

Service Strategy

Answer

Service Design

Answer

Service Transition

Question 4

Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Accepted Answer

Where do we want to be?

Answer

Where are we now?

Answer

How do we get there?

Answer

Did we get there?

Question 5

What would be the next step in the Continual Service Improvement (CSI) Model after:

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ________?

Accepted Answer

How do we keep the momentum going?

Answer

What is the Return On Investment (ROI)?

Answer

How much did it cost?

Answer

What is the Value On Investment (VOI)?

Question 6

Looking for ways to improve process efficiency and cost-effectiveness is a purpose of which part of the service lifecycle?

Accepted Answer

Continual Service Improvement

Answer

Service Operation

Answer

Service Transition

Answer

Service Strategy

Question 7

Which of the following should be considered when designing measurement systems, methods, and metrics?

1. The services
2. The architectures
3. The configuration items
4. The processes

Accepted Answer

All of the above

Answer

1, 2 and 3 only

Answer

1, 3 and 4 only

Answer

2, 3 and 4 only

Question 8

Match the following activities with the Deming Cycle stages:

1. Monitor, Measure, and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement

Accepted Answer

4 Plan, 3 Do, 1 Check, 2 Act

Answer

1 Plan, 2 Do, 3 Check, 4 Act

Answer

3 Plan, 2 Do, 4 Check, 1 Act

Answer

2 Plan, 3 Do, 4 Check, 1 Act

Question 9

In Plan Do Check Act - When defining what will be measured is compared with the __________ step.

Accepted Answer

Plan

Answer

Do

Answer

Act

Answer

Check

Question 10

Which among the following activities would become easier after implementing a good IT Service Management software tool?

(1) The analysis of raw data
(2) The identification of trends
(3) The definition of Service Management processes
(4) The implementation of preventive measures

Accepted Answer

(1), (2), and (4)

Answer

(2), (3), and (4)

Answer

(1), (2), (3) and (4)

Answer

(1), (2), and (3)