CSI Roles and Responsibilities 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 Roles and Responsibilities flashcards as text
Which CSI role is responsible for defining KPIs and ensuring metrics are aligned to business objectives?
Answer: CSI Manager in collaboration with Service and Process Owners
Defining and aligning KPIs to business objectives is a shared responsibility led by the CSI Manager with input from Service and Process Owners.
What is the purpose of a 'Process Practitioner' in ITIL CSI?
Answer: To carry out the activities of a process according to documented procedures
A Process Practitioner executes the defined activities of a process and contributes data and observations to improvement efforts.
In a RACI chart used in CSI, what does the 'A' stand for?
Answer: Accountable
In a RACI matrix, 'A' stands for Accountable — the person who is ultimately answerable for the outcome of an activity.
Who typically chairs a regular CSI review meeting?
Answer: The CSI Manager or a designated service improvement lead
The CSI Manager or improvement lead chairs review meetings to evaluate progress on registered improvements and decide on next steps.
What does the 'R' in RACI stand for, and who typically holds it in a CSI data-gathering activity?
Answer: Responsible; the person or team that performs the actual data collection
R stands for Responsible — the individual or team that does the actual work, in this case collecting and recording measurement data.
Which stakeholder group most commonly receives CSI executive-level reports?
Answer: Senior business and IT leadership
Executive-level CSI reports are tailored for senior business and IT leaders who need strategic performance summaries for decision-making.