ITIL® Intermediate Lifecycle Stream: CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE Sample Paper 1, version 6.1 Gradient Style, Complex Multiple Choice ANSWERS AND RATIONALES © The Official ITIL Accreditor 2012. The Swirl logo™ is a trade mark of the Cabinet Office. ITIL® is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle CSISample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 1 of 17 Version 6.1 (Live) Owner – The Official ITIL Accreditor Answer Key: 2nd Best: 3 Marks C A A B B B A C 3rd Best: 1 Mark D B C C C C C A Scenario Question 1 2 3 4 5 6 7 8 Correct: 5 Marks B D D A A A B D Distracter: 0 Marks A C B D D D …show more content…
A This answer is incorrect. It misses the point of the limited usefulness of a SWOT analysis. Also, with the exception of the CIO, there are no indications that IT is committed to better integration with the business. Their opportunities are all IT wishes and reflect the fact that they have a reactive and tool-focused mentality. ITIL SL: CSI04 Continual service improvement methods and techniques Level 4 Analysis - The ability to use the practices and concepts in a situation or unprompted use of an abstraction. Can apply what is learned in the classroom in workplace situations. Can separate concepts into component parts to understand structure and can distinguish between facts and inferences. Application – This question requires the delegate to compare the results of the SWOT analysis against corporate objectives and come up with a gap analysis. The candidate will be able to describe the importance of properly defining metrics and © The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle CSISample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 3 of 17 Version 6.1 (Live) Owner – The Official ITIL Accreditor Subjects covered Book Section Refs Difficulty measurements, demonstrate setting targets, and describe, use and interpret metrics, scorecards and reports, including balanced scorecard and SWOT analysis. Categories Covered: •
identified objectives which align with their mission and vision. A SWOT analysis is essential to
SWOT analysis provides a structure for analyzing either your own strengths and weaknesses, and the opportunities and threats you face, or in a work context for analyzing the strengths, weaknesses, opportunities and threats a business or event faces. Ideally it is one step in a process which helps you to
SWOT analysis – Including SWOT analysis into the customer service department will give a structured planning method to evaluate the strength, weaknesses, opportunities and threats that may occur anytime in services.
From the beginning of the play, it was evident that Lady Macbeth would be an influential character. She performed a renowned soliloquy, in which she describes her plans to convince Macbeth to commit regicide. In order to perform such a deed, Lady Macbeth recounts losing her feminane traits and gaining the traits necessary to murder Duncan. “That tend on mortal thoughts, unsex me here, And fill me, from the crown to the toe, top-full Of direst cruelty!” Shakespeare (Act 1, Scene 5, 44-46)
For a company to create a SWOT analysis, they have to have a clear set objective so that they don’t face any serious problems such as wasting much needed time
Children are one of the most precious gifts from God that an individual can receive. Since the lives of children are so important, parents do their best to take good care of their children during their youth because they are vulnerable to many diseases due to their weak immunity. Several children suffer from sickness early in their lives, but vaccinations could stop the sicknesses from occurring. The purpose of vaccines is to give an individual immunity to a disease before it has a chance of making him or her sick. Vaccines are composed of the same germs that causes the diseases, but the germs are dead or weakened so they will not cause people to become ill. A person’s immune system reacts to a vaccine in the same
Understanding how to use SWOT analysis is vital in any business industry but can be extra beneficial in the healthcare industry. Not any other industries have so many different impacts in the same way the healthcare industry does and this is because the healthcare industry must change as much as not only people change but also as much as technologies changes and taking this into consideration change is always taking place. Knowing the strengths and weaknesses, opportunities and threats can give great insight into how your organization is doing and where and what changes need to be made in order to do
A SWOT analysis is a tool used to identify the strengths, weaknesses, opportunities and threats of an organization. A SWOT model measures what an organization can or cannot do as well as the possible opportunities and threats. This is done by taking data from the organization’s environment, analyzing the information and separating it into the internal (strengths and weaknesses) and external (opportunities and threats). When this is completed the analysis can create a plan for the organization to achieve its goals, and identify what difficulties must be overcome to attain
According to Nicole Fallon of the Business News Daily, a SWOT analysis is an analytical framework that can help any company face its greatest challenges and find its most promising new markets, by identifying the organization’s strengths, weaknesses, opportunities and threats (2017). It allows for an extensive evaluation of the company’s internal and external resources as well as current and future threats that the company may face. This process can be a great asset in determining and exploring new initiatives, as it helps to identify areas of improvement within the organization while helping with the facilitation and implementation of new business policies. This process is crucial in refreshing the strategies and tactics of any
Using a SWOT analysis of the workplace environment in order to point out the subjects that can be worked out to make better
Although the revenue derived from legalization of marijuana should not be a primary reason behind the movement, it would provide a much needed boost to state and federal budgets. Today, the money already being made from the illegal sale of the drugs is going into the pockets of the dealers and suppliers. Projections on revenue impacts differ based on who is supplying the data and change often. Revenue estimates for the legal sale of marijuana in 2010 fluctuated between $10 billion and $100 billion. A study conducted by Scott Bates in 20014 reviewed the impact of legalization of marijuana in Alaska and estimated that Alaska could realize a $10-12 million dollar boost in state revenue annually (Boreal Economic Analyisis & Research, 2004). National
Due to its logical and practical nature it is a very common and effective tool used to analyse organisations by dividing it into four main categories: Strengths, Weaknesses, Opportunities, and Threats. This consolidates and simplifies the task of understanding what drives performance and or what is standing in its way.
At the end of this phase, the company should be able to answer the following questions:
The process of SWOT analysis is a universal method widely approached in corporations to scan the internal and external environment so that companies can deploy relevant countermeasures to make improvements. It contains four elements, they are strengths, weaknesses, opportunities, and threats (Helms & Nixon, 2010).
SWOT analysis is a useful tool for understanding and decision-making for all sorts of situations in business and organization. SWOT analysis can be classified into internal and external factors affecting a company. The Strengths and Weaknesses of the SWOT analysis represent the internal factors that influence the viability of the company. While the Opportunities and Threats, on the other hand, are the external factors that may affect the company's performances. A SWOT analysis provides more understanding of the organization in relation to its internal and external environment so that manager can formulate better strategy in pursuit of its mission.