Free ISO 20000 Certification Continuing Service Improvement Questions and Answers

Question 1

Which of the following is not accurate regarding continuous service improvement?

Accepted Answer

Continual Service Improvement begins after service goes into Service operation

Answer

This statement is inaccurate because Continual Service Improvement (CSI) is an overarching lifecycle stage that applies to *all* stages of the service lifecycle, not just after a service enters operation. Improvement opportunities should be identified and acted upon during Service Strategy, Design, Transition, and Operation. Waiting until operation would miss crucial opportunities for improvement in earlier, foundational stages of service development and deployment.

Question 2

What exactly is Definitive Media Library?

Accepted Answer

The secure library in which the definitive authorized versions of all media CIs and stored and protected

Answer

The Definitive Media Library (DML) is a secure and controlled repository for the definitive, authorized versions of all software and other media Configuration Items (CIs). This includes master copies of software, licenses, and documentation. Its purpose is to ensure that only correct and authorized versions are used for deployment and recovery, thereby protecting the integrity of the IT environment.

Question 3

Where are all of the improvement initiatives documented?

Accepted Answer

CSI Register.

Answer

All improvement initiatives identified within the Continual Service Improvement (CSI) process are documented in the CSI Register. This dedicated record helps to track the status, priority, and progress of these opportunities, ensuring they are systematically addressed and contribute to overall service enhancement. It serves as a central repository for managing the improvement backlog.

Question 4

When specifying what will be measured, the_________step is compared.

Accepted Answer

Plan

Answer

In the Plan-Do-Check-Act (PDCA) cycle, the 'Plan' step is where objectives are defined, and the processes and measurements necessary to achieve those results are determined. This includes specifying *what* will be measured, *how* it will be measured, and *what* the targets are, before any action is taken. The subsequent 'Do' step involves implementing the plan and collecting data based on these defined measurements.

Question 5

Identify the three categories of measurements.

Accepted Answer

Technology,Process and Service Metrics.

Answer

ITIL and ISO 20000 typically categorize measurements into three main types to provide a comprehensive view of service performance. These are Technology metrics (focusing on component performance), Process metrics (measuring the efficiency and effectiveness of IT processes), and Service metrics (measuring end-to-end service performance from the customer's perspective). This categorization helps ensure a holistic approach to performance monitoring.

ISO 20000 Certification Practice Test

ISO 20000 Certification Practice Test

Free ISO 20000 Certification Continuing Service Improvement Questions and Answers