Certification Practice Test Sample Questions For ITIL Continual Service Improvement

Name: Practice Exam - ITIL Continual Service Improvement
SKU: Practice Exam - ITIL Continual Service Improvement
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QuickStartis now offering sample questions for ITIL Continual Service Improvement. Whether you are deciding which exam to sign up for, or simply want to practice the materials necessary to complete certification for this course, we have provided a practice test to better aid in certification. 100% of the questions are real test questions; from a recent version of the ITIL Continual Service Improvement exam.

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ITIL Continual Service Improvement Sample Exam Questions

Which of the following is NOT an objective of Continual Service Improvement?

A. Identifying, selecting and prioritizing market opportunities: Correct!

B. Improving the cost-effectiveness of delivering IT services: Incorrect.

C. Making recommendations for improvements in each lifecycle phase: Incorrect.

D. Ensuring applicable quality management methods are employed: Incorrect.

The primary purpose of Continual Service Improvement is to continually align and realign IT Services to changing business needs.” What is the main way in which this is achieved?

A. Identifying and implementing improvements to measurement methods that support IT processes: Incorrect.

B. Identifying and implementing improvements to IT services that support business processes: Correct!

C. Identifying and implementing improvements to technologies that support IT processes: Incorrect.

D. Identifying and implementing improvements to business processes that support IT services: Incorrect.

What is the main goal of using the Deming Cycle?

A. Measuring and reviewing improvements: Incorrect.

B. Facilitating steady ongoing improvement: Correct!

C. Performing an effective gap analysis: Incorrect.

D. Setting clear goals and targets: Incorrect.

Which are the missing steps from the Question Model in the list below?

1. What is the vision?

2. Where are we now?

3. Where do we want to be?

4. How do we get there?

5. ??

6. ??

A. ‘Did we get there?’ and ‘Where should we go next?’: Incorrect.

B. ‘How do we keep the momentum going?’ and ‘Did we get there?’: Incorrect.

C. ‘What can we measure?’ and ‘Did we get there?’: Incorrect.

D. ‘Did we get there?’ and ‘How do we keep the momentum going?’: Correct!

When improving processes, what are four important areas that measurements and metrics can be focused on?

A. Purpose, Objectives, Inputs and Outputs: Incorrect.

B. Performance, Compliance, Quality and Value: Correct!

C. Objectives, Roles, Responsibilities, and Outcomes: Incorrect.

D. Performance, Resources, Measurability and Value: Incorrect.

Which of the following statements is correct?

A. Baselines are a mechanism for real-time monitoring of quality: Incorrect.

B. Baselines need to be documented and accepted within an organization: Correct!

C. Baselines must always be conducted by an independent third party: Incorrect.

D. Baselines are only used to validate earlier improvement activity: Incorrect.

Which of the following most accurately describes the relationship between technology and service metrics?

A. The main purpose of service metrics is to support technology metrics: Incorrect.

B. Technology metrics are used in calculating end-to-end service metrics: Correct!

C. Service metrics are not directly supported by technology metrics: Incorrect.

D. Technology metrics are calculated from end-to-end service metrics: Incorrect.

Which of the following statements is INCORRECT in describing the role of a Service Owner?

A. The Service Owner provides a single point of accountability for their specific service: Incorrect.

B. In complex, global organizations, Service Owners must always be full-time roles: Correct!

C. Service Owners are primary stakeholders in the underlying processes which support their service: Incorrect.

D. A Service Owner ensures that the Service Portfolio is accurate in relationship to their service: Incorrect.

In what order would you typically expect the following steps to be conducted when building a RACI matrix?

1. Conduct meetings and assign the RACI codes

2. Identify/define the roles

3. Distribute the chart and incorporate feedback

4. Identify the activities/processes

5. Identify any gaps or overlaps