8598284
Descrição
Quiz por Jorge Dávila, atualizado more than 1 year ago
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Criado por Jorge Dávila
aproximadamente 7 anos atrás
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Questão 1
Questão
On which stage of the CSI approach do we break the vision into smaller, more managable steps
Responda
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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?
Questão 2
Questão
On which stage of the CSI approach do we use measurements and metrics to assess whether or not changes have been delivered
Responda
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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
Questão 3
Questão
With technology metrics customers will usually find servicemetrics easy to understand and feel that they reflect their experience
Responda
- True
- False
Questão 4
Questão
Which of the following metrics include CSFs, KPIs and activity metrics?
Responda
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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
Questão 5
Questão
What is a Key Performance Indicatior (KPI)
Responda
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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
Questão 6
Questão
Which stage of the Deming Cycle focuses on carrying out any corrections or new actions required.
Responda
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Plan
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Do
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Check
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Act
Questão 7
Questão
The Seven-Step Improvement process can be used to add more depth to each step of the Deming Cycle
Responda
- True
- False
Questão 8
Questão
Which of the following are objectives of the Seven-Step Improvement Process
Responda
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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
Questão 9
Questão
CSI only applies to live services
Responda
- True
- False
Questão 10
Questão
On which step of the Seven-Step Improvement Process is raw data taken and adapted it to suit the requirements of the audience.
Responda
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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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