Continual Service Improvement Approach Flashcards
7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Continual Service Improvement Approach flashcards as text
Which of the following scenarios BEST illustrates the 'Where do we want to be?' step of the CSI approach?
Answer: Deciding that availability should reach 99.5% within six months
Setting a specific, time-bound target (99.5% availability within six months) is the essence of the 'Where do we want to be?' step.
In ITIL CSI, what is the key difference between 'metrics' and 'KPIs'?
Answer: KPIs are strategic measures tied to business outcomes; metrics are raw data points that feed into KPIs
Metrics are raw data measurements, while KPIs are selected metrics that are strategically important and directly tied to Critical Success Factors and business goals.
A CSI initiative has been running for three months. The team discovers that the improvement is not progressing as planned. According to CSI principles, what should the team do?
Answer: Reassess the current state, identify obstacles, and adjust the improvement plan accordingly
CSI encourages iterative reassessment; when progress stalls, the team should revisit the current state, identify barriers, and revise the approach.
Which of the following is an example of a 'technology metric' in the CSI measurement framework?
Answer: CPU utilization rate of a production server
Technology metrics measure the performance and health of specific IT components, such as CPU utilization, which monitors infrastructure rather than process or service outcomes.
According to ITIL CSI, who is typically responsible for championing and driving the CSI approach across an organization?
Answer: The CSI Manager
The CSI Manager is the designated role responsible for championing continual improvement, managing the CSI Register, and coordinating improvement initiatives.
In the CSI approach, what is the MOST important reason to communicate improvement results to stakeholders?
Answer: To build trust, demonstrate value, and maintain stakeholder engagement and support for CSI
Communicating results builds trust and demonstrates that CSI delivers value, which is essential for sustaining stakeholder buy-in and organizational commitment to improvement.
A service has met its improvement target and the CSI cycle is concluding. What artifact should be updated to reflect the achieved baseline for future comparison?
Answer: The baseline record for that service or process
Once an improvement is achieved, the baseline must be updated to reflect the new level of performance, which becomes the reference point for the next CSI cycle.