ITIL ITIL Practitioner Continual Service Improvement Approach Questions and Answers 2

Question 1

Which step of the CSI Approach focuses on defining measurable targets that align with business objectives?

Accepted Answer

Where do we want to be?

Answer

What is the vision?

Answer

Where are we now?

Answer

How do we get there?

Question 2

What is the primary purpose of performing a baseline assessment in the CSI Approach?

Accepted Answer

To establish the current state before measuring improvement

Answer

To identify new services to offer

Answer

To allocate budget for improvement initiatives

Answer

To assign roles and responsibilities

Question 3

In the CSI Approach, what does the 'Did we get there?' step primarily evaluate?

Accepted Answer

Whether the improvement initiative met its defined targets

Answer

Whether the team followed the correct process

Answer

Whether stakeholders approved the budget

Answer

Whether new technology was implemented correctly

Question 4

Which technique is most appropriate during the 'Where are we now?' step to assess current service performance?

Accepted Answer

Service measurement and reporting

Answer

SWOT analysis

Answer

Balanced scorecard

Answer

Gap analysis

Question 5

How does the CSI Approach ensure that improvements are sustained over time?

Accepted Answer

By embedding the improvement into business as usual through the 'How do we keep the momentum going?' step

Answer

By automating all service processes

Answer

By replacing existing staff with specialists

Answer

By increasing the IT budget annually

Question 6

What is the relationship between the CSI Approach and the Deming Cycle (PDCA)?

Accepted Answer

The CSI Approach incorporates Plan-Do-Check-Act principles within its structured steps

Answer

They are completely unrelated frameworks

Answer

The CSI Approach replaces the Deming Cycle entirely

Answer

The Deming Cycle is only used in the 'How do we get there?' step