ITIL-Continual Service Improvement

Which of the following is NOT an objective of Continual Service Improvement?

• Identifying, selecting and prioritising market opportunities
• Improving the cost-effectiveness of delivering IT services
• Making recommendations for improvements in each lifecycle phase
• Ensuring applicable quality management methods are employed

“The primary purpose of Continual Service Improvement is to continually align and realign IT Services to changing business needs.” What is the main way in which this is achieved?

• Identifying and implementing improvements to measurement methods that support IT processes
• Identifying and implementing improvements to IT services that support business processes
• Identifying and implementing improvements to technologies that support IT processes
• Identifying and implementing improvements to business processes that support IT services

What is the main goal of using the Deming Cycle?

• Measuring and reviewing improvements
• Facilitating steady ongoing improvement
• Performing an effective gap analysis
• Setting clear goals and targets

Which are the missing steps from the Question Model in the list below?
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. ??
6. ??

• ‘Did we get there?’ and ‘Where should we go next?’
• ‘How do we keep the momentum going?’ and ‘Did we get there?’
• ‘What can we measure?’ and ‘Did we get there?’
• ‘Did we get there?’ and ‘How do we keep the momentum going?

When improving processes, what are four important areas that measurements and metrics can be focused on?

• Purpose, Objectives, Inputs and Outputs
• Performance, Compliance, Quality and Value
• Objectives, Roles, Responsibilities, and Outcomes
• Performance, Resources, Measurability and Value

Which of the following statements is correct?

• Baselines are a mechanism for real-time monitoring of quality
• Baselines need to be documented and accepted within an organisation
• Baselines must always be conducted by an independent third party
• Baselines are only used to validate earlier improvement activity

Which of the following most accurately describes the relationship between technology and service metrics?

• The main purpose of service metrics is to support technology metrics
• Technology metrics are used in calculating end-to-end service metrics
• Service metrics are not directly supported by technology metrics
• Technology metrics are calculated from end-to-end service metrics

Which of the following statements is INCORRECT in describing the role of a Service Owner?

• The Service Owner provides a single point of accountability for their specific service
• In complex, global organisations, Service Owners must always be full-time roles
• Service Owners are primary stakeholders in the underlying processes which support their service
• A Service Owner ensures that the Service Portfolio is accurate in relationship to their service

In what order would you typically expect the following steps to be conducted when building a RACI matrix?
1. Conduct meetings and assign the RACI codes
2. Identify/define the roles
3. Distribute the chart and incorporate feedback
4. Identify the activities/processes
5. Identify any gaps or overlaps

• 1, 2, 4, 3 and 5
• 4, 5, 2, 1 and 3
• 2, 4, 1, 5 and 3
• 4, 2, 1, 5 and 3

Which of the following metrics would be LEAST useful in helping Question identify opportunities for IT-related improvements?

• Business metrics
• Process metrics
• Service metrics
• Technology metrics