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8598284
Chapter 8: Continual Service Improvement
Description
Quiz on Chapter 8: Continual Service Improvement, created by Jorge Dávila on 20/04/2017.
Quiz by
Jorge Dávila
, updated more than 1 year ago
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Created by
Jorge Dávila
about 7 years ago
12
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Resource summary
Question 1
Question
On which stage of the CSI approach do we break the vision into smaller, more managable steps
Answer
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
Question 2
Question
On which stage of the CSI approach do we use measurements and metrics to assess whether or not changes have been delivered
Answer
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there
Question 3
Question
With technology metrics customers will usually find servicemetrics easy to understand and feel that they reflect their experience
Answer
True
False
Question 4
Question
Which of the following metrics include CSFs, KPIs and activity metrics?
Answer
Service Metrics
Process Metrics
Technology Metrics
None of the above
Question 5
Question
What is a Key Performance Indicatior (KPI)
Answer
A type of metric that is often associated with component and application-based metrics
A tool that is used to record and manage improvement opportunities throughout their lifecycle.
Metrics used to measure the achievement of each CSF
Something that must happen if an IT service, process, plan, project or other activity is to succeed
Question 6
Question
Which stage of the Deming Cycle focuses on carrying out any corrections or new actions required.
Answer
Plan
Do
Check
Act
Question 7
Question
The Seven-Step Improvement process can be used to add more depth to each step of the Deming Cycle
Answer
True
False
Question 8
Question
Which of the following are objectives of the Seven-Step Improvement Process
Answer
Identify measurements needed to justify improvement
Understand what to measure and why.
Reduce the cost of service provision and make sure services meet business requirements
Understanding if the service provider organisation is capable of delivering the strategy, and what needs to be done if it isn’t
Deploy releases successfully
Question 9
Question
CSI only applies to live services
Answer
True
False
Question 10
Question
On which step of the Seven-Step Improvement Process is raw data taken and adapted it to suit the requirements of the audience.
Answer
Process the data
Present and use the information
Implement improvement
Identify the strategy for improvement
Gather the data
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