8598284
Descripción
Test por Jorge Dávila, actualizado hace más de 1 año
|
Creado por Jorge Dávila
hace alrededor de 7 años
|
|
Pregunta 1
Pregunta
On which stage of the CSI approach do we break the vision into smaller, more managable steps
Respuesta
-
What is the vision?
-
Where are we now?
-
Where do we want to be?
-
How do we get there?
-
Did we get there?
Pregunta 2
Pregunta
On which stage of the CSI approach do we use measurements and metrics to assess whether or not changes have been delivered
Respuesta
-
What is the vision?
-
Where are we now?
-
Where do we want to be?
-
How do we get there?
-
Did we get there
Pregunta 3
Pregunta
With technology metrics customers will usually find servicemetrics easy to understand and feel that they reflect their experience
Respuesta
- True
- False
Pregunta 4
Pregunta
Which of the following metrics include CSFs, KPIs and activity metrics?
Respuesta
-
Service Metrics
-
Process Metrics
-
Technology Metrics
-
None of the above
Pregunta 5
Pregunta
What is a Key Performance Indicatior (KPI)
Respuesta
-
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
Pregunta 6
Pregunta
Which stage of the Deming Cycle focuses on carrying out any corrections or new actions required.
Respuesta
-
Plan
-
Do
-
Check
-
Act
Pregunta 7
Pregunta
The Seven-Step Improvement process can be used to add more depth to each step of the Deming Cycle
Respuesta
- True
- False
Pregunta 8
Pregunta
Which of the following are objectives of the Seven-Step Improvement Process
Respuesta
-
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
Pregunta 9
Pregunta
CSI only applies to live services
Respuesta
- True
- False
Pregunta 10
Pregunta
On which step of the Seven-Step Improvement Process is raw data taken and adapted it to suit the requirements of the audience.
Respuesta
-
Process the data
-
Present and use the information
-
Implement improvement
-
Identify the strategy for improvement
-
Gather the data
¿Quieres crear tus propios Tests gratis con GoConqr? Más información.