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Continual Service Improvement Review Questions

Why should monitoring and measuring be used when trying to improve services?

a) To validate, justify, monitor and improve

b) To validate, direct, justify and intervene

c) To validate, check, act and improve

d) To validate, analyse, direct and improve


Which is the first activity of the Continual Service Improvement (CSI) model?

a) Assess the customer’s requirements

b) Understand the vision of the business

c) Identify what can be measured

d) Develop a plan for improvement

The four stages of the Deming Cycle are?

a) Plan, Assess, Check, Report

b) Plan, Do, Check, Act

c) Plan, Check, Revise, Improve

d) Plan, Do, Act, Assess

Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

a) What is the vision?

b) Did we get there?

c) Who will help us get there?

d) Where are we now?

What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

a) Define what you should measure, define what you can measure, gather data and process data

b) Plan, Do, Check, Act

c) What is the vision, where are we now, where do we want to be, how do we get there?

d) Gather data, process data, analyse data, present data



Alert:A warning that a threshold has been reached, something has changed, or a failure has



Asset:Any resource or capability.


Application Sizing:Determines the hardware or network capacity to support new or modified

applications and the predicted workload.


Baselines:A benchmark used as a reference point for later comparison.


CMDB:Configuration Management Database


CMS:Configuration Management System


Configuration Item (CI):Any component that needs to be managed in order to deliver an IT Service.


DML:Definitive Media Library


Function:A team or group of people and the tools they use to carry out one or more processes or activities.


Incident:An unplanned interruption to, or reduction in the quality of, an IT service


Known Error:A problem that has a documented Root Cause and a Workaround


KEDB:Known Error Database


Maintainability:A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure.


Modeling:A technique used to predict the future behavior of a system, process, CI etc


MTBF:Mean Time Between Failures (Uptime)


MTBSI:Mean Time Between Service Incidents


MTRS:Mean Time to Restore Service (Downtime)


OLA:Operational Level Agreement – internal agreements that support SLAs.


Process:A structured set of activities designed to accomplish a specific objective.


Process Owner:Role responsible for ensuring that a process is fit for purpose.

Remediation:Recovery to a known state after a failed Change or Release

RFC:Request for Change


Service:A means of delivering value to Customers by facilitating Outcomes Customers want to

achieve without the ownership of specific Costs and risks


Service Owner:Role that is accountable for the delivery of a specific IT service


SCD:Supplier and Contracts Database


Service Assets:Any capability or resource of a service provider


Serviceability:Measures Availability, Reliability, Maintainability of IT services/CI’s under control of external suppliers.


SIP:Service Improvement Plan


SKMS:Service Knowledge Management System


SLA:Service Level Agreement – agreements between service providers and customers.


SLM:Service Level Manager


SLR:Service Level Requirements


SSIP:Supplier Service Improvement Plan


Status Accounting:Reporting of all current and historical data about each CI throughout its lifecycle.


Trigger:An indication that some action or response to an event may be needed. All processes are triggered by some event or action taking place; otherwise we would not know when to execute them.


Tuning:Used by Capacity Management to identify areas of the IT infrastructure that could be better utilized.


UC:Underpinning Contract – manages supplier relationships and services provided by them.


Utility:Functionality offered by a product or service to meet a particular need. Often summarized as ‘what it does’.


VBF:Vital Business Function


Warranty:A promise or guarantee that a product or service will meet its agreed requirements.


Workaround:The pre-defined and documented technique in which to restore functionality to the user with the required functionality. A workaround is NOT a permanent (structural) solution, and only addresses the symptoms of errors.


Тема : Service Design


1. Which ITIL® process analyses threats and dependencies to IT Services as part of the decision
regarding "countermeasures" to be implemented?
=IT Service Continuity Management
2. What is the name of the activity within the Capacity Management process whose purpose is to predict
the future capacity requirements of new and changed services?
=Application Sizing
3. In which ITIL® process are negotiations held with the customer about the availability and capacity
levels to be provided?
=Service Level Management
4. Which of the following BEST describes a Virtual Service Desk structure?
=A Service Desk that could be in any physical location but uses telecommunications and
systems to make it appear that they are in the same location
5. Which of the following activities is Service Level Management responsible for?
=Identifying customer needs
6. Which process reviews Operational Level Agreements (OLAs) on a regular basis?
=Service Level Management
7. What is another term for Uptime?
=Mean Time Between Failures (MTBF)
8. Which of the following is an activity of IT Service Continuity Management?
=documenting the fallback arrangements
9. Information security must consider the following four perspectives:
I. Organizational
II. Physical
III. Technical, and
IV. ...
= Process
10. The 3 types of Service Level Agreements structures are:
= Corporate level, customer level, service level



Тема : Service Strategy
1. Which ITIL® process is responsible for drawing up a charging system?
=Financial Management for IT Services
2. What is the RACI model used for?
=Documenting the roles and relationships of stakeholders in a process or activity
3. Which of the following identifies two Service Portfolio components within the Service Lifecycle?
=Requirements Portfolio and Service Catalogue
4. Which of the following is NOT one of the ITIL® core publications?
=Service Derivation
5. A Service Level Package is best described as?
=A defined level of utility and warranty associated with a core service package
6. Setting policies and objectives is the primary concern of which of the following elements of the Service
=Service Strategy
7. A service owner is responsible for which of the following?
=Recommending improvements
8. The utility of a service is best described as:
= Fit for purpose
9. The 4 P’s of ITSM are people, partners, processes and:
10. The contents of a service package include:
=Core Service Package, Supporting Services Package, Service Level Packages



1) ITIL – IT Infrastructure Library

2) CobiT - Control Objectives for Information and Related Technology

3) QA– Quality Assurance

4) QMS – Quality Management System

5) SLA – Service-level agreement

6) KPI– Key Performance Indicator

7) What is an example of communicating management aims and direction? IT policy rollout

8) The feasibility study is an evaluation and analysis of the potential of the proposed project which is based on extensive investigation and research to support the process of decision making.

9) Choose the correct risk response process of the risk with low impact and low probability, and that is very expensive to handle acceptance ?

10) Which of the following statements is true about risks? Risk manager documents all the risks in detail.

11) What is not an example of KPI? Quality of incidents

12) Implementing a cost management process generally involves: Comparing actual costs to budgets

13) Technology Infrastructure Planshould be based on the technological direction for acquisition of technology resources

14) Change management doesn’t ensure that changes are implemented

15) What is the relation between IT strategic and IT tactical plans? IT tactical plan is derived from the IT strategic plan

16) Which of the following actions is a bad example of how to minimize the exposure to critical dependency on key individuals? Ongoing training

17) Public, confidential, top secret are examples of data classification based on the availability of data.

18) Development and acquisition standards do not include: risk mitigation rules

19) Project managers should obtain commitment and participation from the stakeholders affected in the definition and execution of the project within the context of the overall IT-enabled investment programme.

20) Acquire and Implement chapter of CobIT does not mention the need in knowledge transfer to: Contracted staff

21) PO 1 – process

PO 1.1 – control objective

PO – domain



1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

a) What is the vision?

b) Did we get there?

c) Is there budget?

d) Where are we now?

2. What is the RACI model used for?

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