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ITIL 2011 Foundation Flashcards: set #21

To see the answer, highlight the text after the “A:” letter.


Q: What are the questions that are asked in the CSI approach?

A: What is our vision? Where are we? Where are we going to? How do we get there? Did we get there? How do we keep the momentum going?

Q: What is the acronym of VOI?

A: Value On Investment.


A: both VOI and ROI determine the estimated benefit from an investment. ROI is a calculated value of the monetary benefit after we substract the expenses, while VOI includes both tangible and intangible benefits.

Q: What are the CSI metric types?

A: Technology metrics: related to technology components; Service metrics: related to the overall performance of the service; Process metrics: related to the utilized processes.

Q: What is the purpose of CSI?

A: to continually measure IT service performance to make sure that they constantly meet business needs; to make sure Service portfolio is aligned with business needs.

Q: What is the purpose of Corporate Governance?

A: to provide fairness and transparency.

Q: What are the types of governance?

A: Corporate governance (Conformance) and Business governance (performance).

Q: What are the questions we must ask before doing CSI measurements?


  • Why do we want to monitor and measure?
  • What are going to measure?
  • When should we stop?
  • Who will use the data?
  • Will we always need this?

Q: How does CSI establish baselines?

A: through assessments.

Q: What does the CSI Register contain?

A: structured database or document that records and manages improvement opportunities throughout their lifecycle.

Q: True/false: the 7step improvement process fits only with PDCA cycle

A: false. It fits with both Deming Cycle and DIKW cycle.

Q: List the 7-step improvement plan


1. Define the strategy of improvement
2. Define What we will measure
3. gather the data: raw data, from different sources. No interpretations here
4. process the data:put the data into its context by taking CSF and KPI into consideration
5. Analyse data: to make conclusions based on experience
6. Present the information: present the information in a manner that can be understood by the stakeholders
7. Implement Improvement: apply the correction to processes and services, then restart the cycle again

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