Itil Csi Sample Exam Essay

6117 Words Oct 31st, 2012 25 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…
ITIL Intermediate Lifecycle CSISample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 4 of 17 Version 6.1 (Live) Owner – The Official ITIL Accreditor

QUESTION Question Rationale

Two

Scenario

One

MOST CORRECT (5)

SECOND BEST (3)

THIRD BEST (1)

DISTRACTER (0)

Syllabus Unit / Module supported Blooms Taxonomy Testing Level

Critical success factors need to be selected for the goals identified. This question tests the understanding of appropriate grouping of CSFs around management commitment. Bullet 1 – Correct. Stagnant processes and a reactive approach to CSI D suggest that commitment to CSI is not at the level it should be. It may have had some commitment in the past but this does not seem to be ongoing Bullet 2 – Correct. The lack of monitoring and reporting tools will limit the maturity of CSI. Funding needs to be gained to rectify these issues and hence allow better identification of CSI opportunities. This will also help introduce more proactive CSI. Bullet 3 – Correct. Adopting the service lifecycle approach will definitely help to integrate the processes and may also assist in increasing maturity where one process may be holding back the maturity of another Bullet 1 - Incorrect. The CSI manager is already in place. A Bullet 2 - Correct. See bullet 3 explanation above. Bullet 3 - Partially correct. This would only

Related Documents