8598284
Description
Quiz by Jorge Dávila, updated more than 1 year ago
|
Created by Jorge Dávila
about 7 years ago
|
|
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
Want to create your own Quizzes for free with GoConqr? Learn more.