Free ISO 20000 Certification Continuing Service Improvement Questions and Answers

Question 1

Which of the following is not accurate regarding continuous service improvement?

Accepted Answer

Continual Service Improvement begins after service goes into Service operation

Answer

Continual Service Improvement will rely on the quality of metrics and KPIs measured

Answer

Continual Service Improvement should be applied to all aspects of a service

Answer

Continual Service Improvement should be part of everyone's responsibilities

Question 2

What exactly is Definitive Media Library?

Accepted Answer

The secure library in which the definitive authorized versions of all media CIs and stored and protected

Answer

A location where can be stored if the organization wishes to avoid legally required audits

Answer

A repository of unauthorized software

Answer

A store from where media such as DVDs can be borrowed

Question 3

Where are all of the improvement initiatives documented?

Accepted Answer

CSI Register.

Answer

All of these

Answer

CMS

Answer

SKMS

Question 4

When specifying what will be measured, the_________step is compared.

Accepted Answer

Plan

Answer

Do

Answer

Check

Answer

Act

Question 5

Identify the three categories of measurements.

Accepted Answer

Technology,Process and Service Metrics.

Answer

Technology,Business and Servie Metrics.

Answer

Process,Technical and Service Metrics.

Answer

Process,Business and Technoology Metrics.

Question 6

Which of the following actions would be facilitated by the implementation of a good IT Service Management software tool?
(2)The detection of trends
(3)The definition of the Service Management procedure
(4)The implementation of preventive measures

Accepted Answer

(1),(2),and(4)

Answer

(1),(2),and(3)

Answer

(2),(3),and(4)

Answer

(1),(2),(3)and(4)

Question 7

What is the purpose of a KPI metric?

Accepted Answer

All of these

Answer

It is used to help mange  a process

Answer

It is used to help manage an IT service

Answer

It is used to help manage a Plan

Question 8

SIP stands for________.

Accepted Answer

Service Improvement Plan

Answer

Software Improvement Plan

Answer

Software Implementation Plan

Answer

Service In Pipeline

Question 9

Which of the following four stages is not part of the Deming lifecycle?

Accepted Answer

Plan-> Do -> Check -> Act

Answer

Plan -> Do -> Change -> Action

Answer

Planning-> Doing-> Checking-> Auditing

Answer

Plan-> Do-> Check-> Action

Question 10

What is another word for Plan_Do_Check_Act?

Accepted Answer

Deming Cycle.

Answer

Pareto Analysis.

Answer

None of these

Answer

KANO Model.