On which stage of the CSI approach do we break the vision into smaller, more managable steps
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
On which stage of the CSI approach do we use measurements and metrics to assess whether or not changes have been delivered
Did we get there
With technology metrics customers will usually find servicemetrics easy to understand and feel that they reflect their experience
Which of the following metrics include CSFs, KPIs and activity metrics?
Service Metrics
Process Metrics
Technology Metrics
None of the above
What is a Key Performance Indicatior (KPI)
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
Which stage of the Deming Cycle focuses on carrying out any corrections or new actions required.
Plan
Do
Check
Act
The Seven-Step Improvement process can be used to add more depth to each step of the Deming Cycle
Which of the following are objectives of the Seven-Step Improvement Process
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
CSI only applies to live services
On which step of the Seven-Step Improvement Process is raw data taken and adapted it to suit the requirements of the audience.
Process the data
Present and use the information
Implement improvement
Identify the strategy for improvement
Gather the data
