Essay on Itil Csi Sample Exam

6099 WordsNov 4, 201225 Pages
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: •

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