ITIL Practitioner Continual Service Improvement Approach Questions and Answers Flashcards
6 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 6 ITIL Practitioner Continual Service Improvement Approach Questions and Answers flashcards as text
Which step of the CSI Approach focuses on defining measurable targets that align with business objectives?
Answer: Where do we want to be?
The 'Where do we want to be?' step establishes measurable targets and goals aligned with the business vision.
What is the primary purpose of performing a baseline assessment in the CSI Approach?
Answer: To establish the current state before measuring improvement
A baseline assessment captures the current state so that future improvements can be measured against it.
In the CSI Approach, what does the 'Did we get there?' step primarily evaluate?
Answer: Whether the improvement initiative met its defined targets
The 'Did we get there?' step compares actual results against the targets defined in the 'Where do we want to be?' step.
Which technique is most appropriate during the 'Where are we now?' step to assess current service performance?
Answer: Service measurement and reporting
Service measurement and reporting provides the data needed to accurately assess the current performance level.
How does the CSI Approach ensure that improvements are sustained over time?
Answer: By embedding the improvement into business as usual through the 'How do we keep the momentum going?' step
The 'How do we keep the momentum going?' step ensures improvements are embedded into daily operations and not lost after the initiative ends.
What is the relationship between the CSI Approach and the Deming Cycle (PDCA)?
Answer: The CSI Approach incorporates Plan-Do-Check-Act principles within its structured steps
The CSI Approach integrates PDCA principles throughout its steps, using planning, execution, checking, and acting to drive continual improvement.