IT Quality Assurance

Refer to your downloaded copy of the ITIL3 Official Introduction.PDF, (Module 1 Materials)

The CSI book section is used for this assignment.

1. State the 5 objectives of CSI.
   1. Pick one of these objectives and discuss a practical example describing how this can be accomplished.
2. List the 8 activities of CSI.
   1. Pick two of these activities and describe how they would be accomplished in a typical business.
3. What are the four terms used when discussing service improvement outcomes and give a light summary of each.
4. Measurements.  One way to improve is to measure what you have, first
   
   1. Describe a common data collection methodology.
   2. Identify and describe at least 4 metrics you would monitor in your IT Operations as part of a larger business.

Present the paper in APA Standard as follows:

1. Title page in APA format
2. Table of Contents (optional)
3. Abstract that summarizes what you are doing in this paper
4. Include in-text citations where appropriate.
5. Start a new page and insert your references.