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IT Service Management Foundation Practice Questions - For ITIL Foundation exam candidates Second edition by Tony Gannon, Nigel Mear, Steve Mann

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10 CONTINUAL SERVICE IMPROVEMENT

The answers to questions in this chapter.

CSI 01

Which of the following is NOT an objective of continual service improvement?

  1. Identifying, selecting and prioritising market opportunities
  2. Improving the cost-effectiveness of delivering IT services
  3. Making recommendations for improvements in each lifecycle phase
  4. Ensuring applicable quality management methods are employed

See Guide Chapter 6

CSI 02

“The primary purpose of continual service improvement is to continually align and realign IT services to changing business needs.”† What is the main way in which this is achieved?

  1. Identifying and implementing improvements to measurement methods that support IT processes
  2. Identifying and implementing improvements to ...

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