ITIL ITIL Practitioner Continual Service Improvement Approach Questions and Answers 2

Question 1

Which step of the CSI Approach focuses on defining measurable targets that align with business objectives?

Accepted Answer

Where do we want to be?

Answer

The 'Where do we want to be?' step establishes measurable targets and goals aligned with the business vision.

Question 2

What is the primary purpose of performing a baseline assessment in the CSI Approach?

Accepted Answer

To establish the current state before measuring improvement

Answer

A baseline assessment captures the current state so that future improvements can be measured against it.

Question 3

In the CSI Approach, what does the 'Did we get there?' step primarily evaluate?

Accepted Answer

Whether the improvement initiative met its defined targets

Answer

The 'Did we get there?' step compares actual results against the targets defined in the 'Where do we want to be?' step.

Question 4

Which technique is most appropriate during the 'Where are we now?' step to assess current service performance?

Accepted Answer

Service measurement and reporting

Answer

Service measurement and reporting provides the data needed to accurately assess the current performance level.

Question 5

How does the CSI Approach ensure that improvements are sustained over time?

Accepted Answer

By embedding the improvement into business as usual through the 'How do we keep the momentum going?' step

Answer

The 'How do we keep the momentum going?' step ensures improvements are embedded into daily operations and not lost after the initiative ends.

ITIL - Practitioner Practice Test