Project: Part 1 of Project
gnsv.srinivas
4/22/22, 7:19 AM ITIL-Continual Service Improvement
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ITIL-Continual Service Improvement 10 Questions
NAME :
CLASS :
DATE :
1. Which of the following is NOT an objective of Continual Service Improvement?
A Improving the cost-effectiveness of
delivering IT services B
Ensuring applicable quality management
methods are employed
C Identifying, selecting and prioritising
market opportunities D
Making recommendations for
improvements in each lifecycle phase
2. “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
B
Identifying and implementing
improvements to technologies that
support IT processes
C
Identifying and implementing
improvements to IT services that support
business processes
D
Identifying and implementing
improvements to business processes that
support IT services
3. What is the main goal of using the Deming Cycle?
A Facilitating steady ongoing improvement B Setting clear goals and targets
C Measuring and reviewing improvements D Performing an effective gap analysis
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4. 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 ‘How do we keep the momentum going?’
and ‘Did we get there?’ B
‘Did we get there?’ and ‘Where should we
go next?’
C ‘What can we measure?’ and ‘Did we get
there?’ D
‘Did we get there?’ and ‘How do we keep
the momentum going?
5. When improving processes, what are four important areas that measurements and metrics
can be focused on?
A Purpose, Objectives, Inputs and Outputs
B Performance, Resources, Measurability
and Value
C Objectives, Roles, Responsibilities, and
Outcomes D
Performance, Compliance, Quality and
Value
6. Which of the following statements is correct?
A Baselines are only used to validate earlier
improvement activity B
Baselines need to be documented and
accepted within an organisation
C Baselines must always be conducted by an
independent third party D
Baselines are a mechanism for real-time
monitoring of quality
7. Which of the following most accurately describes the relationship between technology and
service metrics?
A Service metrics are not directly supported
by technology metrics B
Technology metrics are used in calculating
end-to-end service metrics
C The main purpose of service metrics is to
support technology metrics D
Technology metrics are calculated from
end-to-end service metrics
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8. Which of the following statements is INCORRECT in describing the role of a Service Owner?
A In complex, global organisations, Service
Owners must always be full-time roles B
The Service Owner provides a single point
of accountability for their specific service
C
Service Owners are primary stakeholders
in the underlying processes which support
their service
D
A Service Owner ensures that the Service
Portfolio is accurate in relationship to their
service
9. 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
A 2, 4, 1, 5 and 3 B 4, 2, 1, 5 and 3
C 1, 2, 4, 3 and 5 D 4, 5, 2, 1 and 3
10. Which of the following metrics would be LEAST useful in helping Question identify
opportunities for IT-related improvements?
A Service metrics B Technology metrics
C Process metrics D Business metrics