IT Continual Service Improvement Quiz Questions and Answers

The 7 Step Improvement Process

Fundamental to CSI is the concept of measurement and CSI uses the 7 – Step Process (see below)

What value does the 7 Step Process provide to the Business?

A) The value to the Business of the seven-step improvement process is that it ensures the delivery of services to support business outcomes now and in the future

B) The value to the Business of the seven-step improvement process is to define and agree strategic direction of the organisation, based on IT’s ability to provide and support services that enable business success

C) The value to the Business of the seven-step improvement process is to provide value for money services that are underpinned by a rigorous approach from IT to the design, build, test and implementation of all services

D) The value to the Business of the seven-step improvement process is to ensure that business objectives are met, services are cost-effective and to allow innovation in providing timely solutions that enable the business to take full advantage of market opportunities

Answers

1. A
2. B
3. C
4. D

What is the Purpose of the Balanced Scorecard?

A) To enable IT to benchmark against its competitors, and thus ensuring it remains a market leader in the sectors it operates within. This is achieved by focussing on the four Ps of Service Strategy (Perspective-Position-Plans-Patterns)

B) The Balanced Scorecard allows for an internal view of IT strengths and weaknesses against an external view of opportunities and threats. This allows IT to understand its position in being able to effectively support the business when new market opportunities are identified.

C) The Balanced Scorecard enables Organisations to clarify their vision, mission, goals, objectives and strategies, and to translate them into action. When fully deployed, the Balanced Scorecard transforms strategic planning from an academic exercise into the nerve centre of an enterprise.

D) To enable the Organisation to baseline the maturity levels of the processes that support the business operations. The process baselines are then analysed to ensure the maturity of the process is appropriate based on the processes’ importance to the business.

Answers

1. A
2. B
3. C
4. D

The 7 Step Improvement Process

Fundamental to CSI is the concept of measurement and CSI uses the 7 – Step Process (see below)

What is the purpose of the 7-Step Improvement Process?

A) The purpose of the 7 Step Improvement Process is to define and manage the steps needed to identify, define, gather, process, analyse, present and implement improvements

B) The purpose of the 7 Step Improvement Process is to understand IT’s capabilities and to utilise these in providing quality, cost effective services at competitive prices

C) The purpose of the 7 Step Improvement Process is to align IT and Business priorities for the benefit of the organisation by identifying improvement opportunities and acting on them

D) The purpose of the 7 Step Improvement Process is to secure funding from the business by gathering metrics that show IT to be a cost-effective Service Provider

Answers

1. A
2. B
3. C
4. D

What’s the Scope of CSI?

A) The overall health of the Business, its financial viability, mission, goals and objectives. This mission statement allows IT to focus on this by providing services to enable the business to realise their vision

B) The organisations People, processes, products and partners. Focussing on any (or all) of these enables IT to utilise them in the best way for the provision, supply and support of IT services to the business.

C) The perspective, positions, plans and patterns that a service provider needs to be able to execute to meet an organisations business outcomes. CSI must adopt this strategic view in order to provide cost-effective services that underpin the business

D) The overall health of ITSM as a discipline, the continual alignment of the portfolio of IT services with the current and future business needs and the maturity of the enabling IT processes for each service in a CSI model.

Answers

1. A
2. B
3. C
4. D

What are the six steps in the CSI Approach Technique?

A) 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, what’s the vision

B) Where do we want to be, how do we keep the momentum going, what’s the vision, where are we now, how do we get there, did we get there

C) How do we get there, how do we keep the momentum going, where do we want to be, what’s the vision, where are we now, did we get there

D) What’s 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

Answers

1. A
2. B
3. C
4. D

What’s the Value to the Business of CSI?

A) Cheaper services, a joint strategic approach to the provision of services and a shared mission statement defining desired business end states

B) Improvements, benefits, return on investment and value on investment

C) A business safeguard of IT practices, alignment of IT to governance (therefore supporting the organisations aims and objectives)

D) CSI defines services, service providers, cost models and calculates ROI and VOI

Answers

1. A
2. B
3. C
4. D

The 7 Step Improvement Process

Fundamental to CSI is the concept of measurement and CSI uses the 7 – Step Process (see below)

What are the objectives of the 7 Step Improvement Process?

A) Monitor, measure, analyse, report, review and instigate service improvement plans (after discussion with the business) to eradicate weaknesses on a prioritisation basis. Set new baselines and move on to the next improvement opportunity. The 7-Step sets target baselines and parameters to ensure successful removal of all identified weaknesses in organisations.

B) Set realistic IT targets (Use SMART objectives) by Collecting, analysing, reporting and reviewing on all identified improvement opportunities. The 7-Step Improvement process provides a means of identifying weaknesses and forms the basis of reporting and presenting IT performance against defined criteria within financial targets.

C) Identify opportunities for improvement, reduce costs while achieving business objectives, identify what needs to be measured to spot improvement opportunities, continually align and realign services with business objectives and understand what to measure, why it’s being measured and carefully define the successful outcomes.

D) Define the requirements for success (CSFs/KPIs), gather, analyse, present and compare achievements with both the CSFs and previous month’s achievements. This will allow trend analysis to be undertaken, which will allow the identification of weaknesses to be eradicated. These weaknesses will form the basis of discussions with the business during service reviews.

Answers

1. A
2. B
3. C
4. D

What’s the Purpose of CSI?

A) To continually align and realign IT Services to the changing business needs by identifying and implementing improvements to IT Services that support business processes.

B) To continually seek to provide Services that are more cost effective than external third party Service Providers, and that the business is aware of the value and importance of these Services to facilitate funding.

C) To ensure that all services provided are regularly reviewed and assessed, to enable IT Financial Management to calculate Value on Investment (VOI - Customers’ perception of the worth of the Service) and Return on Investment (ROI – IT’s requirements)

D) To ensure all staff have a clear understanding of the need to look for service and process improvements, to facilitate better quality services, which will, in turn, ensure services that are fit for customers’ requirements and support their required outcomes

Answers

1. A
2. B
3. C
4. D

The 7 Step Improvement Process

Fundamental to CSI is the concept of measurement and CSI uses the 7 – Step Process (see below)

What is the scope of the 7 Step Improvement Process?

A) The scope should include tools used to monitor and gather data, IT management and business requirements, suppliers and other staff. The scope will cover the strategic, tactical and operational levels of the organisation

B) The scope will apply to all levels of the organisation. The scope should also include (at an operational level) the need to ensure these staff have a clear understanding of the benefit of gathering, storing and presenting knowledge in a form that’s appropriate for its intended audience

C) The scope will include people, processes, products, but not partners (referring to 3rd Party external service suppliers) as these are outside of an organisations control. The organisation should only focus on areas for improvement over which it has influence

D) The scope should include people, processes, products and partners that underpin service provision. This will ensure the four main areas to consider in the design of effective service management are regularly reassessed to look for and identify improvement opportunities

Answers

1. A
2. B
3. C
4. D

What are Kotter’s ‘Eight Steps to Organisational Transformation?’

A)

• Create a sense of urgency, form a guiding coalition, create a vision, communicate the vision, empower others to act on the vison, plan for and create quick wins, consolidate improvements and produce more change, institutionalise the change

B)

• Create a vision, form a guiding coalition, communicate the vision, empower others to act on the vision, create a sense of urgency, plan for and create quick wins, , institutionalise the change, consolidate improvements and produce more change

C)

• Empower others to act on the vision, create a sense of urgency, institutionalise the change, consolidate improvements and produce more change, form a guiding coalition, plan for and create quick wins, communicate the vision, create a vision

D)

• Form a guiding coalition, create a vision, plan for and create quick wins, empower others to act on the vision, consolidate improvements and produce more change, create a sense of urgency, institutionalise the change, communicate the vision

Answers

1. A
2. B
3. C
4. D