ITIL Continual Service Improvement Question Pool
ITIL Continual Service Improvement Question Pool
21 questions
1 Which process has the purpose to define and manage the steps needed to identify, define, gather, process, analyze, present and implement improvements?
Select ONE answer
- a. Release and deployment management
- b. Change management
- c. Seven-step improvement process
- d. Service Level Management (SLM)
c
Explanation
ITIL Continual Service Improvement: 4.1.1
Glossary Term: seven-step improvement process
2 What is an important beginning point for highlighting improvement opportunities?
Select ONE answer
- a. Establishing baselines
- b. Establishing Critical Success Factors (CSFs)
- c. Establish Key Performance Indicators (KPIs)
- d. Establishing Continual Service Improvement (CSI)
a
Explanation
ITIL Continual Service Improvement: 3.9.1 Service Measurement Baselines
Glossary Term: Baseline
3 Which of the following value statements is NOT part of Continual Service Improvement?
Select ONE answer
- a. Ensure that IT services remain continuously aligned to business requirements
- b. Result in gradual improvements in cost effectiveness through a reduction in costs and/or the capability to handle more work at the same cost
- c. Provide operational results and data that can be used by other ITIL processes to improve services continually and provide justification for investing in ongoing service improvement activities and supporting technologies
- d. Use monitoring and reporting to identify opportunities for improvement in all lifecycle stages and in all processes
c
Explanation
ITIL Continual Service Improvement: 1.1.4 Value to business. C is a value statement from ITIL Service Operation
Glossary Term: Continual Service Improvement (CSI)
4 How do the Plan-Do-Check-Act (PDCA) cycle and the seven-step improvement process work together?
Select ONE answer
- a. Plan - identify the strategy and define what you will measure; Do - gather and process the data; Check - analyse the information and data and present the data: Act - implement the improvement
- b. Plan - identify the strategy and define what you will measure; Do - gather and process the data; Check - process the information and data and present the data: Act - implement the improvement
- c. Plan - identify the strategy; Do - define what you will measure; Check - analyse the information and data and present the data: Act - implement the improvement
- d. Plan - identify the strategy and analyse the information; Do - what you will measure and gather the data; Check - process the information and data and present the data: Act - implement the improvement
a
Explanation
ITIL Continual Service Improvement: 4.1 The seven-step improvement process
Glossary Term: seven-step improvement process
5 What is the process within Continual Service Improvement (CSI)?
Select ONE answer
- a. CSI
- b. CSI approach
- c. The Deming Cycle
- d. The Seven-step Improvement Process
d
Explanation
ITIL Continual Service Improvement: 4.1 seven-step improvement process
Glossary Term: seven-step improvement process
6 What is the database or structured document that is used to record and manage improvement opportunities throughout their lifecycle?
Select ONE answer
- a. Service Knowledge Management System (SKMS)
- b. Configuration Management System (CMS)
- c. Configuration Management Database (CMDB)
- d. Continual Service Improvement (CSI) register
d
Explanation
ITIL Continual Service Improvement: 3.4 CSI register
7 In which of the following ways does Continual Service Improvement (CSI) provide value to the business?
Select ONE answer
- a. It ensures that IT services remain continuously aligned to business requirements
- b. It ensures that new or changed services will meet business requirements
- c. It ensures that the IT services are delivering value for money
- d. It ensures that the Plan-Do-Check-Act (PDCA) cycle is used in every service
a
Explanation
ITIL Continual Service Improvement: 1.1.4 Value to business
8 How does Continual Service Improvement (CSI) prioritize several initiatives or possibilities for improvement?
Select ONE answer
- a. By utilizing the Plan-Do-Check-Act (PDCA)
- b. By using the Seven-step Improvement Process
- c. By using the CSI register
- d. By using measurements and metrics
c
Explanation
ITIL Continual Service Improvement: 3.4 CSI register
9 Within Continual Service Improvement (CSI), what is the business question that should be asked by the IT service provider to understand what the ultimate and long-term aims are?
Select ONE answer
- a. Where are we now?
- b. Where do we want to be?
- c. How do we get there?
- d. What is the vision?
d
Explanation
ITIL Continual Service Improvement: 3.1.1 Business Questions for CSI
10 Within the context of Continual Service Improvement (CSI), what are the baselines used for?
Select ONE answer
- a. To negotiate and agree service levels for IT services
- b. To assess impact of changes to Configuration Items (CIs)
- c. To establish an initial data point to determine whether improvements are required
- d. To establish goals and objectives and for reporting on Key Performance Indicators (PKIs)
c
Explanation
ITIL Continual Service Improvement: 3.9.1 Service measurement baselines
Glossary Term: baseline
11 Within Continual Service Improvement (CSI), what is the business question that should be answered to create a baseline of data for the services currently being delivered?
Select ONE answer
- a. Where are we now?
- b. Where do we want to be?
- c. How do we get there?
- d. Did we get there?
a
Explanation
ITIL Continual Service Improvement: 3.1.1 Business questions for CSI
12 What are the three types of metrics?
Select ONE answer
- a. Monitoring, request and process
- b. Technology, process and service
- c. Function, Service Level Agreement (SLA) and business
- d. Technology, Key Performance Indicators (KPIs) and Critical Success Factors (CSFs)
b
Explanation
ITIL Continual Service Improvement: 5.5 Metrics
Glossary Term: metric
13 What is the correct order of the Seven-Step Improvement Process?
Select ONE answer
- a. Identify the strategy; gather the data; define what you will measure; analyse the information and data; process the data; present and use the information; implement improvement
- b. Identify the strategy; define what you will measure; gather the data; process the data; analyse the information and data; present and use the information; implement improvement
- c. Identify the strategy; gather the data; define what you will measure; process the data; analyse the information and data; present and use the information; implement improvement
- d. Identify the strategy; process the data; define what you will measure; gather the data; analyse the information and data; present and use the information; implement improvement
b
Explanation
ITIL Continual Service Improvement: 3.9.3.1
Glossary Term: Seven-Step Improvement Process
14 Which ITIL service lifecycle ensures that IT services remain continuously aligned to business requirements?
Select ONE answer
- a. Service design
- b. Service operation
- c. Continual Service Improvement (CSI)
- d. Service Strategy
c
Explanation
ITIL Continual Service Improvement: 1.1.4 Value to business
Glossary Term: Continual Service Improvement (CSI)
15 What is the correct order for the Continual Service Improvement (CSI) approach?
1. Where do we want to be?
2. How do we get there?
3. Where are we now?
4. What is the vision?
5. Did we get there?
Select ONE answer
- a. 1, 4, 2, 3, 5
- b. 4, 3, 1, 2, 5
- c. 1, 2, 3, 4, 5
- d. 4, 1, 3, 2, 5
b
Explanation
ITIL Continual Service Improvement: 3.1 Continual service improvement approach
16 Aligning service with changing business needs is the purpose of which ITIL lifecycle stage?
Select ONE answer
- a. Service Design
- b. Service transition
- c. Service operation
- d. Continual Service Improvement (CSI)
d
Explanation
ITIL Continual Service Improvement: 1.1.1 Purpose and objectives of CSI
Glossary Term: Continual Service Improvement (CSI)
17 Within Continual Service Improvement (CSI), what is the business question that should be answered to identify what improvement initiatives are required in the short, medium and long term?
Select ONE answer
- a. Where are we now?
- b. Where do we want to be?
- c. How do we get there?
- d. Did we get there?
c
Explanation
ITIL Continual Service Improvement: 3.1.1 Business questions for CSI
18 Which of the following is NOT within the scope of the seven-step improvement process?
Select ONE answer
- a. Analysis of the performance and capabilities of services, processes throughout the lifecycle, partners and technology
- b. Alignment of the portfolio of IT services with the current and future business needs as well as the maturity of the enabling IT processes for each service
- c. Making best use of the technology that the organization has and looking to exploit new technology as it becomes available where there is a business case for doing so
- d. The design, implementation, measurement, management and improvement of IT service availability
d
Explanation
ITIL Continual Service Improvement: 4.1.2 Scope of the Seven-Step Improvement Process
d is within Availability Management (AM)
Glossary Term: Seven-Step Improvement Process
19 Which of the following are part of the scope of Continual Service Improvement (CSI)?
1. The overall health of IT Service Management (ITSM) as a discipline
2. The continual alignment of the service portfolio with the current and future business needs
3. The maturity and capability of the organization, management, processes and people utilized by the services
4. Analysis and review of service change records
Select ONE answer
- a. 1 and 4
- b. 2, 3 and 4 only
- c. 1, 2 and 3 only
- d. All of the above
c
Explanation
ITIL Continual Service Improvement: 1.1.2 Scope
20 Which of the following are objectives of Continual Service Improvement (CSI)?
1. Improve cost effectiveness without sacrificing customer satisfaction
2. Identify changing trends in business that may offer design improvement opportunities
3. Review and analyse service level achievement
4. Have a clear identification of services and the customer who use them
Select ONE answer
- a. 1 and 4 only
- b. 1, 2, and 3 only
- c. 1 and 3 only
- d. All of the above
c
Explanation
ITIL Continual Service Improvement: 1.1.1 Purpose and objectives of CSI
21 Which of the following are objectives of the Seven-Step Improvement Process?
1. Review service achievements to ensure they remain matched to business requirements
2. Understand what to measure, why it is being measured and carefully define the successful outcome
3. Reduce the cost of providing services while ensuring that IT services enable the required business outcomes to be achieved
Select ONE answer
- a. 1 and 2 only
- b. 2 and 3 only
- c. 1 and 3 only
- d. All of the above
d
Explanation
ITIL Continual Service Improvement: 4.1.1 Purpose and objectives of the Seven-Step Improvement Process
Glossary Term: Seven-Step Improvement Process
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