Why should monitoring and measuring be used when trying to improve services?
a) To validate, justify, monitor and improve
b) To validate, direct, justify and intervene
c) To validate, check, act and improve
d) To validate, analyze, direct and improve
Which is the first activity of the Continual Service Improvement (CSI) model?
a) Assess the customer’s requirements
b) Understand the vision of the business
c) Identify what can be measured
d) Develop a plan for improvement
The four stages of the Deming Cycle are?
a) Plan, Assess, Check, Report
b) Plan, Do, Check, Act
c) Plan, Check, Revise, Improve
d) Plan, Do, Act, Assess
Which of the following is NOT a step in the Continual Service Improvement (CSI) model?
a) What is the vision?
b) Did we get there?
c) Who will help us get there?
d) Where are we now?
Which of the following provides the correct set of governance levels managed by an organization?
a) Technology, Service, Business
b) Financial, Legal, Security
c) Process, Service, Technology
d) IT, Corporate, Enterprise