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8.8 Practice Exercises 1. Which of these statements is correct? Chapter 8 ■ Continual Service Improvement i) Deming’s cycle exists to bring in regular improvements. ii) The PDCA cycle can be run in iterations. a. i and ii b. i c. ii d. Neither i nor ii 2. What is the correct sequence of the CSI approach? a. What is the vision? Where do we want to be? Where are we now? How do we get there? Did we get there? How do we keep the momentum going? b. What is the vision? How do we get there? Did we get there? Where are we now? Where do we want to be? How do we keep the momentum going? c. What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going? d. What is the vision? Where are we now? Where do we want to be? How do we keep the momentum going? How do we get there? Did we get there? 3. Which of these is NOT a metric? a. Service metrics b. Technology metrics c. Business metrics d. Process metrics 4. Which of these is NOT one of the steps from seven-step improvement process? a. Process the data b. Where are we now? c. Implement Improvement d. Analyze the data 225
Chapter 8 ■ Continual Service Improvement 5. Key performance indicators are derived from: a. Critical success factors b. Customer satisfaction rating c. Metrics and measurements d. Service level requirements 8.9 Summary In this chapter, I described the continual service improvement lifecycle phase and explained Deming’s PDCA cycle. I also touched on the CSI approach and the seven-step improvement processes. I also presented a number of ITIL concepts such as baselines, metrics, CSI register, CSFs, and KPIs. In the next chapter, the final chapter, you will learn some tips that will help you pass the exam with flying colors. Also, I will provide answers to FAQs about ITIL-based careers. 226
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.5 Practice Exercises 1. Which of
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Page 255 and 256: Index A Access management and info
Page 257 and 258: ■ INDEX definition, 108 objective
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