TEST Mejora ContinuaOnline version Test de la fase de Mejora Continua de ITIL by Javier Lacherre 1 Which of these statements is correct about the purpose of the continual service improvement lifecycle stage? a 1 only b 2 only c Both d Neither 2 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 3 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 4 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? 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? 5 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 6 Plan, Do, Check, Act are the four stages of which quality improvement approach? a Improvement initiative cycle b Edwards cycle of quality improvement c CSI approach d Deming cycle 7 Measurement is a key part of the CSI lifecycle stage. Processes will be measured by key performance indicators; to what do KPIs relate? a Critical success factors b Critical business factors c Customer success factors d Customer satisfaction focus 8 Using ITIL terminology, there is a difference between a baseline and a snapshot. Which of these statements is/are correct? a Neither b Both c 1 only d 2 only 9 ITIL identifies four common audience types to whom you present information as part of the CSI process. Which of the four is missing from this list? a Suppliers: This group will be interested in KPIs and activity metrics related to their own service offerings and performance. b Business users: This group will be interested in KPIs to help them understand how to improve their use of services. c Project managers: This group will be interested in CSFs to help them understand how to improve their project plans. d External users: This group will be interested in KPIs and activity metrics to understand their use of services.
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