Question Details

CIS 500 QUIZ 13
Which of the following is NOT a step in the Continual Service Improvement model?

Which of the following includes Self-Assessment Audits?

Which process helps IT departments to continually improve their services in order to remain appealing to the business?

Which of the following uses the ISO/IEC 20000-1 standard to monitor, measure, and review the service management processes and services?

Which of the following methodologies is referred to as the Deming cycle?

How many phases are present in Deming's quality circle?

Which of the following is NOT a phase of the Deming Cycle?

 __________ for changes to bring about improvement.


__________ to get the maximum benefit from changes.

__________ to see of changes are working and to inspect selected processes.

 
__________ changes on a small scale first to test them.

The three stages of the Deming Cycle are Check, Act, and Plan. Which is the fourth one?

Which of the following is defined as a statistical measure of variations and a methodology used for improving processes?

Which of the following is NOT a typical type of metrics?

How many types of business models available for service providers?

Which of the following is used for the creation, approval, maintenance, disposal, and control of all the documents across all the processes?

Which of the following is the first step in the CSI 7-step improvement process?

Which of the following is the last step in the CSI 7-step improvement process?

Which of the following methodologies is applicable to all the processes that are in ISO/IEC 20000?

Which of the following is the full form of PDCA?

Which of these statements is correct about the purpose of the continual service improvement lifecycle stage?
1.	The purpose of CSI is to continue to support the business with IT services, in the face of changing business needs.
2.	The purpose of CSI is to define the strategic approach for service management across the whole of the lifecycle.

Which of these statements represents an objective of the continual service improvement lifecycle stage?

Which of these is not one of the four areas?

The continual service improvement approach sets out a sequence of steps to follow when instigating and implementing improvements. Which of these represents the correct sequence for the CSI approach?


Which of these is a key objective in creating and managing a continual service improvement register?

Plan, Do, Check, Act are the four stages of which quality improvement approach?

Measurement is a key part of the CSI lifecycle stage. Processes will be measured by key performance indicators; to what do KPIs relate?
 

Using ITIL terminology, there is a difference between a baseline and a snapshot. Which of these statements is/are correct?

1. A baseline is a point in time that captures a snapshot of the environment and is verified so that it is an accurate reflection of the environment.
2. A baseline is used for comparison, so it should be captured at regular intervals and recorded.

The seven-step process is mapped against the Data-Information-Knowledge-Wisdom structure from knowledge management. Which step or steps of the seven-step process align with the Data part of the structure?

ITIL identifies four common audience types to whom you present information as part of the CSI process. Which of the four is missing from this list?

What is the purpose of the continual service improvement (CSI) stage of the service lifecycle?


What is the Deming cycle?

What is the continual service improvement (CSI) approach?
.
How is the seven-step improvement process in the continual service improvement lifecycle stage used?


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