ITIL®: Continual Service Improvement
About the Lecture
The lecture ITIL®: Continual Service Improvement by IT Training Zone is from the course ITIL® Foundation. It contains the following chapters:
- CSI
- Measurement
- CSF's and KPI's
- The Deming Cycle
- The 7 Step Improvement Process
- The CSI Register
ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a registered trademark of AXELOS Limited.
Included Quiz Questions
What is defined as “something that needs to be measured and reported to help manage a process, IT service or activity”?
- Metric
- Service Level Agreement
- Contract
- Key Performance Indicator
Which of the following options is NOT one of the three types of metrics tracked by CSI?
- Business
- Process
- Service
- Technology
What is defined as a marker point to measure progress against in the future?
- Baseline
- Gap analysis
- Snapshot
- Vision
What’s the correct order for the activities in the Deming Cycle?
- Plan Do Check Act
- Plan Act Check Do
- Check Plan Act Do
- Act Do Plan Check
What falls within the scope of the 7 Step Improvement Process?
- All of the above
- Services
- Processes
- Technology
Where are potential improvements recorded?
- CSI Register
- Service Level Agreements
- Risk Register
- Issue Log
Author of lecture ITIL®: Continual Service Improvement
IT Training Zone
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