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Question 227/317

Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
(1) Allocate roles and responsibilities to work on CSI initiatives.
(2) Measure and review that the CSI plan is executed and its objectives are being achieved.
(3) Identify the scope, objectives and requirements for CSI.
(4) Decision on implementation of further enhancement.

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Question List (317q)
Question 1: A Service Level Agreement is?
Question 2: Which Functions are included in IT operations management?...
Question 3: Which stage of the service lifecycle includes the scope of s...
Question 4: Which is NOT a purpose of a Product Description?...
Question 5: Configuration Management Databases (CMDBs) and the Configura...
Question 6: What is the primary focus of business capacity management?...
Question 7: Which one of the following activities would be performed by ...
Question 8: Which is the first step in the 7 Step Improvement Process?...
Question 9: Which one of the following is NOT an aim of the change manag...
Question 10: Which of the following statement about the service owner is ...
Question 11: Which of the following provide value to the business from se...
Question 12: Which process is responsible to provide and maintain accurat...
Question 13: The definitive media library is the responsibility of:...
Question 14: Which is the correct combination of Service Management terms...
Question 15: What type of services are NOT directly used by the business ...
Question 16: Which of the following are included within Release and Deplo...
Question 17: Which of the following would NOT be contained in a release p...
Question 18: Which of the following activities would be performed by a pr...
Question 19: Which of the following is NOT part of the Service Design pha...
Question 20: Ensuring that the confidentiality, integrity and availabilit...
Question 21: What is the BEST description of an external customer?...
Question 22: Which of the following BEST describes a Change Authority?...
Question 23: Which one of the following do major incidents require?...
Question 24: A known error has been created after diagnosis of a problem ...
Question 25: What BEST defines IT service management?...
Question 26: Which of the following identifies the purpose of service tra...
Question 27: Which one of the following is the BEST definition of reliabi...
Question 28: Which of the following identify the purpose of business rela...
Question 29: Which of the following is the BEST definition of a Risk?...
Question 30: Which of the following is NOT a recognized example of a serv...
Question 31: Which one of the following provides the CORRECT list of proc...
Question 32: When is it confirmed if a project's objectives have been ach...
Question 33: Access Management is closely related to which other processe...
Question 34: Which is the CORRECT activity to carry out the "How do we ge...
Question 35: Which role is accountable for a specific service within an o...
Question 36: Which one of the following statements about incident reporti...
Question 37: Which one of the following is NOT a responsibility of the se...
Question 38: Which of the following activities are performed by a desk? 1...
Question 39: Which one of the following is the BEST description of a serv...
Question 40: Which of the following is an objective/are objectives of the...
Question 41: Which process lists "Understanding patterns of business acti...
Question 42: Which process would ensure that utility and warranty require...
Question 43: The Supplier Management process includes: (1) Service Design...
Question 44: Which statement BEST represents the guidance on incident log...
Question 45: Which one of the following answers shows two of the activiti...
Question 46: Which one of the following is the BEST description of the pu...
Question 47: Which process would seek to understand levels of customer sa...
Question 48: Which process is responsible for controlling, recording and ...
Question 49: Which of the following are aspects of Service Design? (1) Ar...
Question 50: Which of the following items would commonly be on the agenda...
Question 51: Which of the following provides resources to resolve operati...
Question 52: Which of the following Availability Management activities ar...
Question 53: What are customers of IT services who work in the same organ...
Question 54: What BEST describes the value of service operation to the bu...
Question 55: Which of the following is the CORRECT definition of a Releas...
Question 56: Which of the following is NOT an objective of the Operations...
Question 57: Identity and Rights are two major concepts involved in which...
Question 58: Which one of the following would NOT involve event managemen...
Question 59: Which process is primarily supported by the analysis of Patt...
Question 60: What type of record should you raise when a problem diagnosi...
Question 61: Which of the following would be defined as part of every pro...
Question 62: Which one of the following does service metrics measure?...
Question 63: Which of the following is NOT a benefit of using public fram...
Question 64: Understanding customer usage of services and how this varies...
Question 65: Which of the following is NOT a purpose of Service Transitio...
Question 66: Which process is responsible for eliminating recurring incid...
Question 67: Who has the responsibility for review and risk analysis of a...
Question 68: Which of the following statements is CORRECT?...
Question 69: What is the Service Pipeline?
Question 70: The goal of which process is: "To improve the quality of man...
Question 71: Which model delivers a view of the services, assets and infr...
Question 72: Which one of the following is the purpose of service level m...
Question 73: Which of the following statements about processes is INCORRE...
Question 74: What type of improvement should be achieved by using the Dem...
Question 75: What are the processes within Service Operation?...
Question 76: What is the BEST description of an operational level agreeme...
Question 77: Removing or restricting rights to use an IT Service is the r...
Question 78: Which process is responsible for controlling, recording and ...
Question 79: Which process would you MOST expect to be involved in the ma...
Question 80: Which of the following are goals of Service Operation? (1) T...
Question 81: What is the BEST description of the purpose of the service o...
Question 82: Which of these is NOT a responsibility of Application Manage...
Question 83: Which of the following is the BEST description of a centrali...
Question 84: Where are the details of core and enhancing services provide...
Question 85: Which of the following is NOT defined as part of every proce...
Question 86: Which one of the following is NOT an objective of problem ma...
Question 87: In the phrase "People, Processes, Products and Partners". Pr...
Question 88: What BEST describes the value of service transition to the b...
Question 89: A configuration model can be used to help (1) Assess the imp...
Question 90: Contracts relating to an outsourced Data Centre would be man...
Question 91: A process owner is responsible for which of the following? 1...
Question 92: Which of the following are benefits to the business of imple...
Question 93: Which function or process would provide staff to monitor eve...
Question 94: Which of the following is NOT an example of Self-Help capabi...
Question 95: Within the Continual Service Improvement (CSI) 7 step improv...
Question 96: Which of the following are managed by facilities management?...
Question 97: Which processes are responsible for the regular review of un...
Question 98: Which one of the following is the BEST description of a serv...
Question 99: Implementation of IT1L service management requires the prepa...
Question 100: Which statement about the service portfolio is TRUE?...
Question 101: The BEST processes to automate are those that are:...
Question 102: Which one of the following activities is NOT part of the Dem...
Question 103: Which is the BEST definition of a Configuration Item (CI)?...
Question 104: Which of the following would commonly be in a contract under...
Question 105: An incident is proving difficult to resolve. A technician in...
Question 106: Which of the following is the best definition of IT service ...
Question 107: Which process is responsible for sourcing and delivering com...
Question 108: Which of the following should NOT be a concern of Risk Manag...
Question 109: Which of the following questions does the guidance in servic...
Question 110: What are Request Models used for?...
Question 111: Which one of the following statements BEST describes a defin...
Question 112: In which core publication can you find detailed descriptions...
Question 113: Which part of ITIL provides guidance in adapting good practi...
Question 114: Which of the following statements MOST correctly identifies ...
Question 115: Which of the following are objectives of Service Design? (1)...
Question 116: Which process has the following objective "Establish new or ...
Question 117: Which one of the following statements is CORRECT?...
Question 118: What are the categories of event described in the ITIL servi...
Question 119: Access management is closely related to which other process?...
Question 120: Which of the following is NOT an objective of Continual Serv...
Question 121: Implementation of ITIL Service Management requires preparing...
Question 122: When tan a known error record tie raised? (1) At any time wh...
Question 123: Which stage of the continual service improvement (CSI) appro...
Question 124: Which of the following provides the PRIMARY source of guidan...
Question 125: Where would all the possible service improvement opportuniti...
Question 126: Where would you expect incident resolution targets to be doc...
Question 127: Which of the following are valid parts of the service portfo...
Question 128: Which of the following is service transition planning and su...
Question 129: Which of these would fall outside the scope of a typical ser...
Question 130: Which of the following are sources of best practice? 1. Acad...
Question 131: What is an objective of event management?...
Question 132: Which of the following CANNOT be provided by a tool?...
Question 133: What are underpinning contracts used to document?...
Question 134: Which of the following is the BEST description of a service-...
Question 135: Which part of the service lifecycle is responsible for coord...
Question 136: The positive effect that customers perceive a service can ha...
Question 137: Defining the processes needed to operate a new service is pa...
Question 138: Understanding what to measure and why it is being measured a...
Question 139: Which of the following statements about processes is INCORRE...
Question 140: From the perspective of the service provider, who is the per...
Question 141: Which of the following is NOT a source of best practice?...
Question 142: Which one of the following is the BEST description of a rela...
Question 143: Which one of the following is the BEST definition of an even...
Question 144: Which is an objective of the design coordination process?...
Question 145: Where should the following information be stored? 1. The exp...
Question 146: Which one of the following is NOT a characteristic of a proc...
Question 147: Which of these recommendations is best practice for service ...
Question 148: What is the PRIMARY process for strategic communication with...
Question 149: Which reason describes why ITIL is so successful?...
Question 150: The remediation plan should be evaluated at what point in th...
Question 151: Which is the CORRECT description of an outcome?...
Question 152: Which of the following areas would not be supported by a Ser...
Question 153: Which process has the purpose to ensure that, by managing th...
Question 154: A single Release unit, or a structured set of Release units ...
Question 155: Where should the definitive authorized versions of all media...
Question 156: Which of the following areas would technology help to suppor...
Question 157: Which process is responsible for low risk, frequently occurr...
Question 158: When should tests for a new service be designed?...
Question 159: Which of the following is the BEST definition of an event?...
Question 160: Which of the following is the correct definition of an outco...
Question 161: Which of the following are types of service defined in ITIL?...
Question 162: In which of the following situations should a Problem Record...
Question 163: Which of the following would be most useful in helping to im...
Question 164: Which one of the following is an objective of release and de...
Question 165: Which of the following is MOST concerned with the design of ...
Question 166: In Service Operation, if too much emphasis is placed on 'Sta...
Question 167: What is the primary focus of the business management?...
Question 168: Which of the following are benefits to the business of imple...
Question 169: IT Service Continuity strategy should be based on: (1) Desig...
Question 170: Which areas of service management can benefit from automatio...
Question 171: The addition, modification or removal of an authorized, plan...
Question 172: How is a service delivered between departments of the same o...
Question 173: Which of the following is the BEST definition of an Incident...
Question 174: One of the five major aspects of Service Design is the desig...
Question 175: Which process analyses services that are no longer viable an...
Question 176: Which of the following is not a service desk type recognized...
Question 177: Which one of the following is NOT the responsibility of serv...
Question 178: An IT department is under pressure to cut costs. As a result...
Question 179: Which one of the following is the BEST description of a majo...
Question 180: "Service Management is a set of specialized organizational c...
Question 181: Which of the following statements about standard changes are...
Question 182: Which stage of the service lifecycle is MOST concerned with ...
Question 183: In which of the following areas would ITIL complementary gui...
Question 184: Which of the following is concerned with fairness and transp...
Question 185: Which three types of metric support Continual Service Improv...
Question 186: Staff in an IT department are experts in managing specific t...
Question 187: The group that authorizes changes that must be installed fas...
Question 188: Which of the following statements correctly states the relat...
Question 189: The BEST description of the purpose of Service Operation is?...
Question 190: What does the continual service improvement (CSI) approach e...
Question 191: Which of the following statements about the Service Portfoli...
Question 192: From the perspective of the service provider, what is the pe...
Question 193: Which of the following BEST describes an operational level a...
Question 194: Which of the following statements MOST correctly identifies ...
Question 195: With which process is problem management likely to share cat...
Question 196: Who is responsible for ensuring that the request fulfillment...
Question 197: Gathering data, monitoring performance and assessing metrics...
Question 198: Which of these statements about Service Desk staff is CORREC...
Question 199: Which two elements of financial management for IT services a...
Question 200: Which of the following should be available to the Service De...
Question 201: In terms of adding value to the business, which one of the f...
Question 202: Who is responsible for defining metrics for change managemen...
Question 203: Which of the following activities are helped by recording re...
Question 204: Which statement about the emergency change advisory board (E...
Question 205: Which is a recommended response type to respond to either a ...
1 commentQuestion 206: Which one of the following is the BEST description of a serv...
Question 207: Which one of the following activities does application manag...
Question 208: Which of the following are CORRECT Service Design Aspects? 1...
Question 209: What would be the next step in the continual service improve...
Question 210: Identify the input to the Problem Management process....
Question 211: Which of the following is one of the primary objectives of S...
Question 212: Which of the following BEST describes technical management?...
Question 213: What is most likely to cause a loss of faith in the Service ...
Question 214: Which of the following questions does Service Strategy help ...
Question 215: Which of the following is a responsibility of Supplier Manag...
Question 216: Which process is responsible for ensuring that appropriate t...
Question 217: Which of the following is an example of self-help capabiliti...
Question 218: What are the publications that provide guidance specific to ...
Question 219: Who is responsible for ensuring that the Request Fulfillment...
Question 220: Which of the following should IT service continuity strategy...
Question 221: Understanding the level of risk during and after change and ...
Question 222: Which of the following does the Availability Management proc...
Question 223: Which of the following should be done when closing an incide...
Question 224: Which Function would provide staff to monitor events in a Ne...
Question 225: What should be documented as part of every process?...
Question 226: Which process would maintain policies, standards and models ...
Question 227: Order the following continual service improvement (CSI) impl...
Question 228: Which of the following should be considered when designing m...
Question 229: Which of the following provide value to the business from se...
Question 230: Which of the following would be carried out as part of a pos...
Question 231: There are four types of metrics that can be used to measure ...
Question 232: Which of the following would be examined by a major problem ...
Question 233: Which one of the following generates demand for services?...
Question 234: Which of the following is NOT an objective of request fulfil...
Question 235: Which one of the following is it the responsibility of suppl...
Question 236: Which process is involved in monitoring an IT service and de...
Question 237: "Planning and managing the resources required to deploy a re...
Question 238: Which role is responsible for sponsoring, designing and chan...
Question 239: In which core ITIL publication can you find detailed descrip...
Question 240: Which is used to assess business demand for services?...
Question 241: What should a release policy include?...
Question 242: A plan for managing the end of a supplier contract should be...
Question 243: Remediation planning is BEST described in which of the follo...
Question 244: Which of the following models would be MOST useful in helpin...
Question 245: What are the three types of metrics that an organization sho...
Question 246: What are the two MAJOR activities in problem management?...
Question 247: Which of the following availability management activities is...
Question 248: How is the Service Catalogue used to add value to the servic...
Question 249: What BEST describes an important principle of communication ...
Question 250: What are customers of an IT service provider who purchase se...
Question 251: Which of these should a change model include? 1. The steps t...
Question 252: Which of the following BEST describes a problem?...
Question 253: Which phase of the ITIL lifecycle provides the following ben...
Question 254: Service Assets are used to create value. Which of the follow...
Question 255: Who owns the specific costs and risks associated with provid...
Question 256: Which types of communication would the functions within serv...
Question 257: Which of the following is the BEST reason for categorizing i...
Question 258: What is the BEST definition of a definitive media library?...
Question 259: A Service design package (SDP) would normally be produced fo...
Question 260: Looking for ways to improve process efficiency and cost effe...
Question 261: Which of the following statements is INCORRECT?...
Question 262: What are the three service provider business models?...
Question 263: Effective release and deployment management enables the serv...
Question 264: How many people should be accountable for a process as defin...
Question 265: What is the act of transforming resources and capabilities i...
Question 266: What guidance does ITIL give on the frequency of production ...
Question 267: What are the categories of events described in the ITIL serv...
Question 268: In service design, which term describes services, technologi...
Question 269: Which of the following statements about incident reporting a...
Question 270: Check, Act and Plan are three of the stages of the Deming Cy...
Question 271: Which of the following are responsibilities of a Service Lev...
Question 272: Which of the following processes contributes MOST to quantif...
Question 273: As a strategic tool for assessing the value of IT services, ...
Question 274: Which process is responsible for providing the rights to use...
Question 275: What is a service delivered between two business units in th...
Question 276: What is the objective of Access Management?...
Question 277: Event management, problem management, access management and ...
Question 278: Which of the following are within the scope of service asset...
Question 279: Which is an objective of access management?...
Question 280: Which role is accountable for the operational management of ...
Question 281: Which stage of the change management process deals with what...
Question 282: Which of the following identifies the purpose of design coor...
Question 283: The difference between a Service Level Agreement (SLA) and a...
Question 284: Which of the following statements is CORRECT?...
Question 285: In which document would you expect to see an overview of act...
Question 286: Which of the following statements describes the objectives o...
Question 287: What BEST defines roles and responsibilities in relation to ...
Question 288: Which is a definition of a risk cause?...
Question 289: Which of the following processes are performed by the servic...
Question 290: Service Design emphasizes the importance of the 'Four Ps'. W...
Question 291: Which of the following can include steps that will help to r...
Question 292: Which of the following statements is CORRECT for every proce...
Question 293: Which one of the following is concerned with policy and dire...
Question 294: What is a RACI model used for?
Question 295: Which problem management activity ensures that a problem can...
Question 296: Which of the following is the best definition of service man...
Question 297: What is defined as the ability of a service, component or co...
Question 298: Which of the following activities are performed by a service...
Question 299: Which one of the following are the two primary elements that...
Question 300: What BEST defines serviceability?...
Question 301: Which one of the following is an objective of service transi...
Question 302: Which of the following statements about processes is INCORRE...
Question 303: How many times should each stage of the Plan, Do, Check, Act...
Question 304: Which of the following is NOT an objective of the operations...
Question 305: Which of the following are types of service defined in ITIL?...
Question 306: Which process or function is responsible for the Definitive ...
Question 307: Which Problem Management activity helps to ensure that the t...
Question 308: Which of the following is commonly found in a contract under...
Question 309: Which Function would provide staff to monitor events in an O...
Question 310: The multi-level SLA' is a three-layer structure. Which one o...
Question 311: Which of the following defines the level of protection in In...
Question 312: Which of the following sentences BEST describes a Standard C...
Question 313: Which process has the following objective, 'Produce service ...
Question 314: Which of the following statements about service asset and co...
Question 315: In which of the following should details of a workaround be ...
Question 316: Which of the following are classed as stakeholders in servic...
Question 317: Effective Service Transition can significantly improve a ser...