Continual Service Improvement Approach Flashcards
7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Continual Service Improvement Approach flashcards as text
In the CSI approach, what is the primary purpose of the 'Where do we want to be?' step?
Answer: To set measurable targets and define the desired future state
The 'Where do we want to be?' step defines specific, measurable targets that represent the desired future state of the service or process.
A CSI manager notices that incident resolution times have increased by 20% over the past quarter. Which CSI approach step does this observation primarily relate to?
Answer: Where are we now?
Measuring current performance, such as incident resolution times, is part of the 'Where are we now?' step, which establishes the baseline.
Which metric type in CSI is BEST described as measuring the output of a process, such as the number of incidents resolved?
Answer: Process metric
Process metrics measure the output and performance of specific processes, such as the number of incidents resolved within a time period.
When applying the CSI approach, an organization identifies a gap between current availability (95%) and the target (99.9%). What is the NEXT logical step?
Answer: Determine how to close the gap through improvement initiatives
After identifying the gap between current and desired states, the 'How do we get there?' step determines the improvement actions needed to close it.
In ITIL CSI, what does the acronym 'SMART' stand for when defining improvement targets?
Answer: Specific, Measurable, Achievable, Relevant, Time-bound
SMART targets are Specific, Measurable, Achievable, Relevant, and Time-bound, ensuring improvement goals are clearly defined and attainable.
Which of the following BEST describes the role of a baseline in the CSI approach?
Answer: A reference point used to compare future measurements and assess improvement
A baseline is a snapshot of performance at a specific point in time, used as a reference to measure whether improvements have been achieved.
An organization completes a service improvement initiative and measures results. Improvement targets were met. According to the CSI approach, what should happen next?
Answer: Return to 'Where are we now?' to establish a new baseline and identify further improvements
CSI is a continual cycle; after confirming improvements in 'Did we get there?', the process loops back to reassess the current state and identify new improvement opportunities.