61.
Which of these statements is correct about the purpose of the continual service
improvement lifecycle stage?
1. The purpose of CSI is to continue to support the business with IT services, in the face of changing business needs.
2. The purpose of CSI is to define the strategic approach for service management across the whole of the lifecycle.
1. The purpose of CSI is to continue to support the business with IT services, in the face of changing business needs.
2. The purpose of CSI is to define the strategic approach for service management across the whole of the lifecycle.
- A.1 only
- B.2 only
- C.Both
- D.Neither
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| The purpose of CSI is correct in statement 1. This lifecycle stage should ensure you con- tinue to support the business in response to changes in business need. The second statement is the purpose of the service strategy lifecycle stage. |
62.
Which of these statements represents an objective of the continual service improvement
lifecycle stage?
- A.To ensure that the changes to the services deliver the anticipated and required business value
- B.To identify and implement specific activities to improve IT service quality
- C.To identify the services and the customers who use them
- D.To set the expectations for the performance and use of the new or modified services
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Options A and D are service transition objectives; option C is an objective of service strategy. CSI is concerned with the identification of improvement opportunities across the whole of the service lifecycle. |
63.
The ITIL Continual Service Improvement publication provides guidance in four main areas.
Which of these is not one of the four areas?
- A.Continual alignment of the IT services with the current and future needs of the business
- B.The maturity and capability of the organization, management, processes, and people utilized by the services
- C.The development of a strategy that supports business organization improvements
- D.Continual improvement of all aspects of the IT service and the service assets that support them
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| CSI provides guidance on IT service management improvements, not on business strategic planning. This includes the continual alignment of IT services with business requirements and the maturity and capability of the service provider. It will include all aspects of the ser- vice because everything may be included in an improvement initiative. |
64.
The continual service improvement approach sets out a sequence of steps to follow when
instigating and implementing improvements. Which of these represents the correct sequence
for the CSI approach?
- A.Where are we now? What is the vision? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?
- B.What is the vision? Where are we now? Where do we want to be? How do we keep the momentum going? How do we get there? Did we get there?
- C.Where are we now? Where do we want to be? What is the vision? How do we get there? Did we get there? How do we keep the momentum going?/li>
- D.What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?/li>
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| This is the correct sequence of events for the CSI approach. |
65.
Which of these is a key objective in creating and managing a continual service improvement
register?
- A.To capture details of the infrastructure and identify risks in their relationships
- B.To capture details of the services that are being delivered across the operational lifecycle
- C.To capture details of improvement initiatives across the service lifecycle
- D.To capture details of the information used to manage services across the service lifecycle
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| To maintain and manage improvements, you should be utilizing a CSI register. Captur- ing details of the improvements that are taking place allows you to manage and coordinate improvement activities. Capturing details of the infrastructure is covered by service asset and configuration management, and the service catalog provides details of the operational services. The service knowledge management system captures details of the information used for service management. |
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