CSI Governance and Compliance Flashcards
6 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 6 CSI Governance and Compliance flashcards as text
What does 'segregation of duties' mean in the context of CSI governance?
Answer: Ensuring that no single individual has end-to-end control over an improvement process, reducing the risk of errors or fraud
Segregation of duties is a governance control that requires different people to authorize, execute, and verify improvement activities, preventing conflicts of interest.
How does ISO/IEC 20000 certification benefit an organization's CSI program?
Answer: It provides independent validation that the organization's IT service management, including CSI, meets international standards
ISO/IEC 20000 certification demonstrates to customers and stakeholders that the organization has a rigorous, audited approach to IT service management and continual improvement.
What is a 'management review' in the context of CSI governance?
Answer: A formal meeting where senior managers evaluate the effectiveness of the CSI program and make decisions on priorities and resources
Management reviews provide governance oversight, ensuring that CSI is on track, properly resourced, and aligned with current business priorities.
Why is documentation important for CSI governance and compliance?
Answer: Documentation provides the evidence needed to demonstrate that improvement activities occurred, decisions were made correctly, and controls were followed
Without documentation, there is no evidence that CSI activities were performed correctly, making compliance claims unsupportable.
How does a 'service improvement plan' (SIP) relate to governance in CSI?
Answer: A SIP is a formal, approved document committing the organization to specific improvement actions within defined timelines, providing governance accountability
A Service Improvement Plan formalizes improvement commitments, assigns ownership, and creates an accountable, governable record of planned improvement activities.
What is the role of 'performance targets' in CSI governance?
Answer: They create accountability by setting measurable expectations against which actual performance can be assessed and held to account
Performance targets give governance teeth by providing objective thresholds against which services and processes can be measured and held accountable.