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