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: •
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
identified objectives which align with their mission and vision. A SWOT analysis is essential to
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
I would suggest to a company to use the SWOT technique to find their strengths, weaknesses, opportunities and
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
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
choices. Determine where change is possible. If the organization is at a juncture or turning point, an inventory of their strengths and weaknesses can reveal priorities as well as possibilities. Adjust and refine plans mid-course. A new opportunity might open wider avenues, while a new threat could close a path that once existed. The purpose of performing a SWOT is to reveal positive forces that work together and potential problems that need to be addressed or at least recognized. Before conducting a SWOT analysis, Hill should decide what format or layout he will use to communicate the issues. Strengths are resources that an organization possesses and the capabilities that an organization has developed. Weaknesses are resources and capabilities that are lacking or deficient in an organization; thus preventing an organization or business from developing a sustainable competitive advantage.
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.
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
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).
Today’s businesses end up working in a situation that is changing quicker than before. The process of analysing the issues and changing the techniques within the business is known as SWOT analysis.
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.
Using a SWOT analysis of the workplace environment in order to point out the subjects that can be worked out to make better
At the end of this phase, the company should be able to answer the following questions:
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.