Benchmarking and Assessment Flashcards
7 cards from real CSI practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Benchmarking and Assessment flashcards as text
What is the primary purpose of benchmarking in ITIL Continual Service Improvement?
Answer: To compare current performance against an industry standard or best practice baseline
Benchmarking compares current performance against industry standards or best practices to identify gaps and drive improvement.
Which type of benchmarking involves comparing processes and performance metrics to those of organizations outside your own industry?
Answer: Generic benchmarking
Generic benchmarking compares processes and performance against organizations from entirely different industries to find innovative improvements.
In CSI, a baseline assessment is BEST described as:
Answer: A snapshot of the current state used as a reference point for measuring improvement
A baseline provides a documented starting-point snapshot so that subsequent changes can be measured against an agreed reference.
Which ITIL assessment technique uses a maturity model to evaluate an organization's service management capabilities?
Answer: Capability Maturity Model Integration (CMMI)
CMMI provides a maturity framework with defined levels (1–5) used to assess and improve service management capability.
What does a gap analysis in CSI primarily identify?
Answer: The difference between current performance and the desired target state
Gap analysis identifies the difference between where the organization is now and where it wants to be, guiding improvement priorities.
Which of the following is a key output of a service assessment performed during CSI?
Answer: An improvement initiative backlog or CSI register entry
Assessments feed findings into the CSI register, which tracks improvement opportunities and their progress.
Internal benchmarking in CSI is BEST described as comparing:
Answer: Performance of one internal team or time period against another within the same organization
Internal benchmarking compares performance across departments, locations, or time periods within the same organization to identify relative strengths and weaknesses.