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ITIL-ContinualServiceImprovementQuizQuestions.pdf

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