Itil Csi Sample Paper2 v6 1

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© 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 CSISample2 QUESTION BOOKLET v6.1.

This document must not be reproduced without express permission from The Accreditor.

of 10Version 6.1 (Live) Owner – The Official ITIL Accreditor

ITIL® Intermediate Lifecycle Stream:

CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE

Sample Paper 2, version 6.1

Gradient Style, Complex Multiple Choice

QUESTION BOOKLET

Gradient Style Multiple Choice90 minute paperEight questions, Closed Book

Instructions

1. All 8 questions should be attempted.2. You should refer to the accompanying Scenario Booklet to answer each question.3. All answers are to be marked on the answer grid provided.4. You have 90 minutes to complete this paper.

5. You must achieve 28 or more out of a possible 40 marks (70%) to pass this examination.



© The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1.This document must not be reproduced without express permission from The Accreditor.


Question One

Refer to Scenario One

Which one of the following options BEST represents the scope of the assessment for the company at thistime?

A. • The scope of the assessment should cover only the processes. The technology does not need tobe included as it is less than two years old and is not causing any issues

• Since most IT employees have been with the company for more than 15 years, it isunderstandable that there will be some relationship and co-operation issues

• In order to view whether the processes are aligned with ITIL, the assessment should includeprocess governance and management information

B. • The scope of the assessment should cover people, process, and technology

• Although the technology is less than two years old, it may not have been implemented correctlyand may not be delivering the appropriate value

• The business is complaining about the responsiveness of IT. This could be an indication that theprocesses and people are misaligned

• The assessment should look at process governance, technology issues, and managementinformation

C. • The scope should only cover people and processes

• The technology can be excluded since it is less than two years old and is not causing any issues

• It would; however, be appropriate to allow only those managers who have achieved the ITILfoundation certificate to participate in the process assessment, as they will have an appreciationof all the processes and will, therefore, have a greater understanding of the standards required

D. • The assessment needs to be a full assessment and should therefore extend beyond people,process, and technology to include other factors that may impact process effectiveness

• Knowledge of ITIL is not a prerequisite for IT staff performing the assessment, as long as theyhave an appropriate understanding of the assessment process

• The assessment should include any cultural issues which can have an impact on the success ofan improvement program, the business and IT alignment, process governance and managementinformation





Question Two

Refer to Scenario Two

Which one of the following options is the BEST approach that will address the issues?

A. • A service failure analysis (SFA) team should be created consisting of IT staff and customers.This would form a structured approach to identifying end-to-end availability improvementopportunities

• Activities, methods or techniques that may help the team include:

o Expanded incident lifecycle – to assist in trying to reduce resolution times

o Workload management – to identify how usage of the service impacts performance ofthe service and / or its components

o Technical observation – technical specialists who will focus on the availability issues withthe components

B. • An SFA team should carry out an analysis using technical specialists from within IT to focus onspecific aspects of IT availability


o Training needs analysis – to identify why the customers seem to be having trouble withthe data

o Demand management – to gain an understanding of how the customer uses the serviceand what can be done to influence that

o Risk management – assess and take the responsibility for the management of risks

C. • An SFA team should be created consisting of IT staff. As this is a problem managementtechnique the team will focus on identifying the root cause of the incidents logged against theservice to try to improve availability


o Component failure impact analysis – to identify single points of failure and assess thevalidity of recovery procedures

o Component capacity management – understand the capacity and utilization of eachcomponent

o Risk management – assess and take the responsibility for the management of risks

D. • An SFA team should be created, consisting of IT staff and customers. The focus of the team is toidentify improvement opportunities that will benefit the end user


o Workload management – to identify how the use of the service impacts performance ofthe service and / or its components

o Component failure impact analysis – to identify single points of failure and assess thevalidity of recovery procedures

o Modelling – to predict the behaviour of any improvements that are recommended





Question Three

Refer to Scenario Three

Which one of the following options BEST describes the action for this organization’s scorecard approach?

A. Ensure that the component measurements are used to feed end-to-end system measurements andsupport the guidelines defined for the system. This will form the basis for creating a balancedscorecard (point-in-time information) and a system dashboard (real-time information). The frameworkshould be cost-effective and SMART. Changes to the framework should only be initiated when anyrelevant business changes are recognized.

B. Ensure that the process measurements are used to feed end-to-end service measurements andsupport the CSFs defined in the service portfolio. This will form the basis for creating an SLA (point-in-time information) and an OLA (real-time information). The framework should be integrated intoservice operation and able to withstand change. The framework should be designed in the servicedesign stage of the lifecycle and updated only as an operational service change.

C. Ensure that the component measurements are used to feed end-to-end service measurements and

support the targets defined in the SLA for the service. This will form the required information neededfor creating a balanced scorecard (point-in-time information) and a service scorecard (real-timeinformation). The framework should be integrated into IT planning and be balanced in its approach towhat is measured. Adjustments to the framework must be coincident with service review meetings.

D. Ensure that the component measurements are used to feed end-to-end service measurements andwill support the KPIs defined for the end-to-end service measurements. This will form the basis forcreating a service scorecard (point-in-time information) and a service dashboard (real-timeinformation). The framework should be integrated into the business planning and change cycle. Theremay be a need for trial and error in setting up the framework to fine-tune it to what is required.





Question Four

Refer to Scenario Four

Which one of the following high-level overviews of the types of tools and their functionality gives theMOST accurate descriptions of the tools available and how they support the organization’s aims?

A. • Systems and network management tools – allow the technology to be managed remotely. Thiswill enhance the ability of capacity and availability management to achieve their aims and alsoassist in reducing incident resolution times

• Performance management tools – collect availability, capacity and performance data. This canbe used to generate information in support of process effectiveness reporting

• Information security management tools – guard against intrusion into services and inappropriateaccess and usage. This will help address the information security issues

• Statistical analysis tools – analyses service data. This type of tool will allow logical grouping ofdata to allow predictive models to be generated that support future growth predictions

B. • Systems and network management tools – give a dynamic real-time view of the current state ofservice delivery. They will provide metric data in support of CSI

• Event management tools – deliver data on availability impacts and performance thresholds thathave been exceeded. This will identify availability and performance improvement opportunities

• Performance management tools – collect availability, capacity and performance data. This willbe useful to generate information in support of SLA reporting

• Statistical analysis tools – analyses service data. This can help end-to-end analysis by takingraw data from the other tools and bringing it together for collective analysis

C. • Event management tools – delivers data that can be correlated. This will identify improvementopportunities across the IT and business infrastructure

• Performance management tools – collects performance data. This will help analyseperformance against SLAs and regulate performance to remain cost-effective

• Systems and network management tools – give a snapshot view of the current state of servicedelivery. They will provide metric data in support of CSI

• Automated incident / problem resolution – automatically triggered diagnosis and repair.This will allow a proactive approach to CSI activities by utilizing pre-programmed scripted self-

healing techniques

Question continues overleaf





D.

Question continued

• Event management tools – allow a view of events that are occurring in the businessinfrastructure. This will assist in identifying suitable times to implement improvements

• Performance management tools – collect availability, capacity and performance data. Thiscan be used to generate information in support of OLA reporting

• Systems and network management tools – give a snapshot view of the current state ofservice delivery. These tools will provide metric data in support of CSI

• Request services – self-help tools to allow users to log their own requests. This will reducethe workload on the service desk





Question Five

Refer to Scenario Five

Based upon the business requirements provided in the accompanying scenario, which one of thefollowing candidates is BEST suited to the role of continual service improvement (CSI) manager?

A. Candidate A

• Has successfully performed a service level management role for the last five years

• Has excellent people-management skills and is well liked throughout the organization

• Has experience of dealing with suppliers

• Has experience of designing and documenting business processes

B. Candidate B

• Has successfully performed a service desk manager role for the last five years

• Has an excellent understanding of the IT services and how they support the business

• Has excellent problem management skills

• Has previous experience of managing multi-discipline projects

C. Candidate C

• Has successfully performed a business relationship management role for the last fiveyears

• Has an excellent understanding of the IT services and supporting services

• Has previous experience of managing teams and has good organizational skills

• Has a good understanding of statistical and analytical principles and processes

D. Candidate D

• Has worked in the technical management team for five years

• Has excellent knowledge of the services and the factors that lead to failure

• Has experience of managing teams

• Has excellent experience of the organization’s documentation systems and servicemanagement systems





Question Six

Refer to Scenario Six

The CSI manager has reviewed the information and has concluded that there is insufficient information toidentify the cause. However, the CSI manager believes that the information does indicate one or two

areas that require further investigation.

Which one of the following options is the BEST description of conclusions that can draw from theinformation?

A. The information indicates that the information provided in the reports is satisfactory but the numberand type of reports is inappropriate. Presenting the availability and performance data in one reportand the incident data in a second report is confusing and makes it difficult to understand the overallsituation.

B. The information indicates that there is nothing wrong with the way that the data is gathered,processed or analysed. The issue is to investigate whether its presentation is meeting its need sinceservice level targets seem not to be well understood by the users. Users may need some training to

understand the SLAM chart.

C. The information indicates that there are too many monitoring tools used to collect the data.Combining data from many sources is likely to result in inaccurate information. The issue toinvestigate is whether the number of tools can be reduced.

D. The information indicates that in the processing step the availability data from the monitoring tool isnot combined with the incident data from the service desk tool and so does not provide a truerepresentation of availability. This is compounded by the fact that the incident data is presented in adifferent report and thus it is not easy to compare it with the availability data.





Question Seven

Refer to Scenario Seven

Which one of the following options is the BEST description of the tool functionality that will help resolvethe issues?

A. • IT service management suite that supports all service management processes

• Process / workflow engine to improve the coordination of the service management processes

• Self-help technology to enable users to log requests without contacting the service desk

B. • Statistical analysis tools that can be used to derive service metrics from technology metrics

• Statistical analysis tools that can be used to analyse incident and problem data

• Tools to automate recovery from incidents by automatically restarting components

C. • IT service management suite that supports all service management processes

• Statistical analysis tools that can be used to analyse incident and problem data

• Self-help technology to publish the service catalogue and provide real-time reports on thecompany IT web portal

D. • Statistical analysis tools that can be used to derive service metrics from technology metrics

• Statistical analysis tools that can import and analyse incident and availability data from differentsources

• Network management tools that can monitor end-to-end service performance and availability





Question Eight

Refer to Scenario Eight

Which one of the following options BEST summarizes what are, and are not, risks to the continual serviceimprovement (CSI) implementation in this organization?

A. • Implementing CSI without knowledge transfer and training is a risk

• Lack of resources is a risk

• Failing to involve the right people in the plan, build, test and implementation ofimprovements is NOT a risk

• Failing to discuss opportunities with the business is NOT a risk

B. • Being overly ambitious is a risk

• Not prioritizing improvement projects is a risk

• Lack of management commitment is NOT a risk

• Failing to discuss opportunities with the business is NOT a risk

C. • Being overly ambitious is a risk

• Lack of resources is a risk

• Failing to involve the right people in the plan, build, test and implementation ofimprovements is NOT a risk

• Implementing CSI without knowledge transfer and training is NOT a risk

D. • Lack of management taking action is a risk

• Failing to discuss opportunities with the business is a risk

• Implementing CSI without knowledge transfer and training is NOT a risk

• Being overly ambitious is NOT a risk







SCENARIO BOOKLET

This booklet contains the scenarios upon which the eight examination questions will be based. Allquestions are contained within the Question Booklet and each question will clearly state the scenarioto which the question relates. In order to answer each of the eight questions, you will need to read therelated scenario carefully.

On the basis of the information provided in the scenario, you will be required to select which of thefour answer options provided (A, B, C or D) you believe to be the optimum answer. You may chooseONE answer only, and the Gradient Scoring system works as follows:

• If you select the CORRECT answer, you will be awarded 5 marks for the question

• If you select the SECOND BEST answer, you will be awarded 3 marks for the question

•

If you select the THIRD BEST answer, you will be awarded 1 mark for the question• If you select the DISTRACTER (the incorrect answer), you will receive no marks for the

question

In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of40 marks (70%).



Scenario One

You are the IT service manager for a national company and you are planning a major processimprovement programme. You have adopted the CSI approach and have started to plan the “whereare we now?” step in order to create a baseline for future comparison. You have invited the IT seniormanagement team to a meeting to discuss the scope of the assessment to establish this baseline.

The requirement for the improvements has been initiated because the business believes that the ITorganization is not responsive to its needs.

As the meeting progresses it becomes obvious that the managers hold different opinions about thescope of the assessment. Some of the group suggest that it is the processes that are the reason forthe issues identified by the business and therefore the processes are all that need to be assessed.Others feel that the assessment needs to go deeper and also include people and technology – asthere may be gaps in the skills required and the tools needed to support the processes. A few feelthat the processes and technology are not the issue but that there are much deeper issues within theorganization and the assessment should consider all aspects of IT.

Many reasons were given to support the differences of opinion, including:

•

The majority of the supporting technology is less than two years old and is causing noapparent issues

• There is limited cooperation between the various IT groups

• Nearly three quarters of the IT staff have been with the company for more than 15 years

Some of the managers, those who have achieved ITIL Foundation certification, believe that they arethe appropriate ones to conduct the assessment. However, others who have not achieved ITILFoundation certification feel this is neither necessary nor relevant to the exercise.



Scenario Two

Your organization’s time management service is critical to the accurate billing of clients. The serviceallocates the time spent by financial consultants to the appropriate client accounts. From an ITdelivery perspective the service is notoriously unreliable and has recently been blamed for customercomplaints arising from inaccurate bills. The business is now asking IT to act quickly to try to increase

the availability, reliability and performance of the service. Customer perception of the service is verypoor.

As the service owner for the time management service you are under pressure to identifyimprovements that will allow an increase in the warranty levels of the service to ensure it deliversvalue to the customer.

Your organization implemented ITIL several years ago and all of the processes are in place and areworking effectively. When incidents are raised for this service they are usually resolved within agreedtargets – but only just in time, and there is usually a need to escalate the incident and utilize additionalresources to meet targets.

The types of incidents raised include:

•

Slow response times – normally to a degree where the service is unusable• Error messages – application and database errors

• Missing and inaccurate data – thought to be a result of users’ “finger trouble”

• Service unavailable – analysis points to a variety of failed components

Problem management has analysed the incidents and cannot find any trends that indicate specificreasons for the failures and therefore cannot identify a single root cause. You now need to consideryour next steps in identifying where improvements are needed.



Scenario Three

The internal IT provider in your company has traditionally monitored and reported on serviceachievements by using component level performance information and presenting this in a monthlyservice report for business stakeholders. The business tries to make sense of this information but thereports have proved meaningless in demonstrating the performance of IT to the business. The reports

are too technical and have rarely been used to identify any opportunities for improvement.

Business managers have shown a particular interest in adopting a scorecard approach and haveencouraged the IT provider to create a new framework that will align to their needs. Some progresshas been made over the last couple of months. As service management has matured, therequirements for consolidating the component information into a more meaningful measurement havebeen met. Service level management has reached an acceptable level of maturity: SLAs are in place,as are monthly service reviews.

A recent meeting of the business relationship managers in the organization concluded that the currentmethods of measuring and reporting performance to stakeholders have delivered improvement, butare in need of further improvement. All parties agree that a suitable measurement framework has tobe put in place in order to fully address the scorecard approach, but there are a variety of differing

opinions on how best to approach this.



Scenario Four

An IT organization’s last service improvement analysis found deficiencies within the monitoring andreporting tools used. The analysis recommends updating the technology to:

• Improve the ability to deliver accurate reports to the business on service levels

•

Recognize improvement opportunities within IT• Address the business demand for better management of information security

• Support other service management processes including:

o Capacity managemento Availability managemento Incident management

Prior to making an investment in new tools, the IT director has asked you to identify which types ofmonitoring and reporting tools are commonly used, and what their purposes are, and how they couldbest help address the findings from the improvement analysis.



Scenario Five

As the chief information officer (CIO) for your company, you are generally pleased with your team,which has been introducing service management best practices through the implementation of manyof the ITIL processes. You are particularly pleased with the success in the areas of change, releaseand deployment, and incident and service level management. These successes have been widely

endorsed by the business.

You are developing a culture within your team so that it becomes more service-oriented and you wishto recruit a continual service improvement manager. You want to recruit internally from existing staff inorder to make use of current skills and knowledge within the organization. The candidate will need tofacilitate the continued momentum with existing processes, as well as the implementation of newprocesses.



Scenario Six

An internal IT service provider of a large publishing company has implemented service managementpractices over the last year, and has made many improvements to the IT services and processes.

The service provider monitors services regularly to identify service level achievements. Despite

detailed monitoring and reporting, the sales manager has informed the service level manager thatthere is dissatisfaction with the service the sales department is receiving. A service level agreement(SLA) is in place with the sales department. Reports are produced in time for the monthly servicereview meeting and consistently show that all service level targets are met. However, the users arecomplaining that there is more downtime than there should be.

The CSI manager has been asked to investigate and has chosen to use the seven-step improvementprocesses to try to identify the cause. He has collected the information below.

The relevant part of the SLA includes the following targets:

• System response time: less than two seconds for 70% of transactions during daily servicehours

• Maximum number of users: 200• Service hours: 07:00 to 19:00

• Availability: 99% over the weekly service hours

The current procedures include:

• Several tools that monitor, collect and store the necessary data. One tool collects transactionrates at various service components, including server transaction rates and networkbandwidth utilization. There is also a tool that collects end-to-end transaction data from aworkstation to the server. The same monitoring tools collect data on the duration of thedowntime. However, the tools cannot provide all the data required to directly calculate end-to-end availability

• Incident data is collected from the service desk logging tool and provides information aboutthe downtime experienced by users

• The performance and availability data is uploaded from the monitoring tools to a statisticalanalysis tool on a weekly basis

• The statistical analysis tools perform data processing. The performance data and availabilitydata from the monitoring tools are combined into two separate reports ready for analysis

• Analysis is also performed by the same tool that compares the processed performance andavailability data with the service targets

• A report is produced for the sales business unit and circulated two days before the servicereview meeting. The report is in the form of a service level agreement monitoring (SLAM)chart

• A separate report is produced showing the incident data that is taken from the service desk

tool

.



Scenario Seven

An IT provider organization is having difficulty demonstrating service achievement to their customers.Many service management processes are in place and many improvements have been made.However, no further progress can be made until improvements are made to the service managementtools.

The organization already has many tools including an IT service management suite that supportsincident management, problem management, change management and integrates with theorganization’s configuration management system (CMS). It also provides workflow support to theservice management process. Individual tools are available for component monitoring and theseprovide reliable data and information about the components of the services.

The need to improve the tools is due to a number of limitations of the existing tools; which theorganization wishes to overcome. These are as follows.

• The organization cannot provide reports that indicate end-to-end achievement of servicelevels

• The organization is unable to link details of incidents to outages detected by other tools

• The organization is unable to provide information regarding trends for incidents and problems• A large amount of data processing is performed manually

A decision has been made to acquire tools to provide functionality that will address the currentlimitations. As an input to the tool selection process, you have been asked to compile an overview ofthe most urgently required functionality of the new tools.



Scenario Eight

The IT department of a technology manufacturing company adopted ITIL 12 months ago. Thedepartment’s activities are structured around the service lifecycle and most of the main servicemanagement processes are now in place.

The staff are highly motivated and many are considered to be technical experts in their field. They areproud of their service achievements, particularly their ability to deploy new infrastructure andapplications into the live environment in short timescales. This has occasionally lead to unplanneddowntime in the initial weeks after the implementation but it tends to settle down once IT operationsstaff are up to speed with the changes. The business users and customers are very tolerant of theseinterruptions because of the demands they put on IT to respond to changes very quickly.

The IT department is now preparing for the implementation of continual service improvement (CSI).Much thought has been given to the project and detailed plans are now in place to ensure that theright people will be involved in building and testing the CSI improvements prior to implementation.

IT senior management is keen to take advantage of improvements that can be made to the servicesand processes and are committed to a programme of change. Further, they have already allocated

the CSI roles, and other resources will be made available as necessary.

The organization has high expectations and is used to rapid change. Already a long list of possibleimprovement opportunities has been created. Many of these opportunities have been reviewed withbusiness customers who see improvement in IT services to be a part of their business plans and ameans of achieving financial targets. Plans have been drawn up to implement most of theopportunities as soon as possible.



© 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 CSISample2 ANSWERSandRATIONALES v6.1.

This document must not be reproduced without express permission from The Accreditor.Page 1 of 16

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ANSWERS AND RATIONALES



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Answer Key:

Scenario Question Correct:5 Marks

2nd

Best:3 Marks

3rd

Best:1 Mark

Distracter:0 Marks

One 1 D B C A

Two 2 A D C B

Three 3 D C B A

Four 4 B A C D

Five 5 C B A D

Six 6 D A C B

Seven 7 D B C A

Eight 8 B A C D





QUESTION One Scenario One

Question Rationale An assessment is required to establish a baseline. The question is based on theneed to select the appropriate scope of the assessment from the following ITILrecommendations:

• Process only

• People, process and technology

• Full assessment

The case study has some considerations that point toward a full assessment, whichinclude that:

1. The scenario points to people issues (limited cooperation and managerscomments).

2. Technology may be an issue. There is no definitive statement that the toolsare not causing issues.

3. Embedded culture may be the issue, especially as the majority of staff havebeen in place for a long period.

4. Business / IT misalignment is suggested in the first section of the scenario.

MOST CORRECT (5) D The elements of the assessment discussed in this answer will mean theorganization will have a full understanding of “where we are now”. This can beused then to plan the improvements needed to move them toward the desired

end state.Restricting the scope of the assessment to either of the other two options maymean that the issue of business / IT alignment is not considered and thereforemeans the exercise will not deliver the required results.

SECOND BEST (3) B The scope of this assessment will not cover point three above.The second bullet looks at process and people misalignment. This will be anissue but without a wider scope may restrict findings to IT departmental issuesrather than business and IT alignment which would not be covered in anythingbut a full assessment.The ITIL description of this type of assessment does not include the pointsmentioned in the final bullet.

THIRD BEST (1) C While adapting the option is acceptable, the scope defined here is not.This answer would mean only point one in the list above would be fully

addressed and therefore the information attained may not give a true reflectionof the current situation.There are advantages to using the ITIL-qualified staff on the assessment asthey will understand the processes but it is not essential. Any suitableperson(s) could carry out the assessment. What is more important is that awell-defined assessment framework is available to aid consistency andrepeatability.

DISTRACTER (0) A This answer is incorrect for the following reasons:

• A process assessment is not relevant in this case as the scenario points towider issues

• Just carrying out a process assessment would mean all of the points in thelist above may be missed

• The ITIL description of this type of assessment does not include business /

IT alignmentSyllabus Unit /Module supported

ITIL SL: CSI04 Continual service improvement methods and techniques

Bloom’s TaxonomyTesting Level

Level 4 Analysis – The ability to use the practices and concepts in a situation orunprompted use of an abstraction. Can apply what is learned in the classroom, inworkplace situations. Can separate concepts into component parts to understandstructure and can distinguish between facts and inferences.

Application – This question requires the delegate to analyse the situation in order tomake a recommendation on the type of assessment that best fits the situation





described in the scenario.

Subjects covered Categories Covered:

• How to use assessments and what to assess

Book Section Refs CSI 5.2 – Continual service improvement methods and techniques – AssessmentsCSI 5.2.2 – Continual service improvement methods and techniques – Assessments

– What to assess and how

Difficulty Easy





QUESTION Two Scenario Two

Question Rationale This question focuses on an understanding of how CSI can use techniques fromother processes to assist in identifying where improvements are required.The question assigns the task of service improvement to the service owner. Theservice owner is carrying out CSI to improve the situation.

The answer is based around a service failure analysis (SFA) and the delegate mustknow that:

• SFA is a multifunctional team and looks at all aspects (people, process andtechnology) of availability

• It is described and classed as a technique of availability management

There are several other techniques mentioned, all of which can be used as part ofCSI activities (see CSI section 5.8). The delegate must also analyse these andconsider if they are appropriate in relation to the scenario. The descriptions of thetechniques are all correct: the delegate is required to select the appropriate answer inrelation to their use in the scenario.

MOST CORRECT (5) A This answer gives a correct description of an SFA. The second sentence is aquote from the CSI book.The expanded incident lifecycle is a valid technique as there seems to be anissue with resolving incidents – even though they are not breaching SLAs

regularly, being able to restore service in a faster timescale will increase theavailability.Workload management (demand management) will help identify bottlenecksand recommendations can then be made as to how to alleviate these andincrease performance.Technical observation (availability management) can be used to identify anytechnical availability issues.

As the SFA takes into account people, process and technology, it shouldconsider how the user is using the service and why “finger trouble” seems tobe an issue.

SECOND BEST (3) D This answer gives a correct description of an SFA. The second sentence isalso a quote from the CSI book.Workload management (demand management) will help identify bottlenecks

and recommendations can then be made as to how to alleviate these andincrease performance.Component failure impact analysis will be a useful technique as it can identifywhether there are any single points of failure that may require a level ofresilience.Modelling is a predictive and forward-looking technique as it tests the validityof the solutions – but the question is about techniques to identify what iscurrently wrong.

THIRD BEST (1) C This answer incorrectly describes SFA in three ways:

• It does not include business representatives in the team

• It classes it as a problem management technique

• The functional description is based on reactive problem managementComponent failure impact analysis will be a useful technique as it can identifywhether there are any single points of failure that may require a level ofresilience.Component capacity management is relevant and will help, but it concentratestoo much on the component view rather than a service view.Risk management – the processes in the organization are all in place andmature so risk management can be considered to be in place and working.

DISTRACTER (0) B The description of SFA is actually the description of a technical observation. A training needs analysis may be valid as the users seem to have difficultieswith the service – but it would be better to confirm that the difficulties are dueto a lack of training before looking at the needs. Also, this is not an ITIL-





recognized technique.Demand management may give useful information on PBAs and influencinguser activity may have some impact on the poor performance but some of theother techniques are much more relevant in terms of the scenario described.Risk management – the processes in the organization are all in place andmature so risk management can be considered to be in place and working.

Syllabus Unit /Module supported



Level 4 Analysis – The ability to use the practices and concepts in a situation orunprompted use of an abstraction. Can apply what is learned in the classroom inworkplace situations. Can separate concepts into component parts to understandstructure and can distinguish between facts and inferences.

Application – This question tests the delegate’s knowledge on the techniques used inother processes and requires them to analyse a situation and allocate the relevanttechniques to assist.


• The relationship between CSI and the other service management processes

Book Section Refs CSI 5.8 – Continual service improvement methods and techniques – CSI and otherservice management processesCSI 5.8.1 – Continual service improvement methods and techniques – CSI and other

service management processes – Availability managementCSI 5.8.2 – Continual service improvement methods and techniques – CSI and otherservice management processes – Capacity managementCSI 5.8.5 – Continual service improvement methods and techniques – CSI and otherservice management processes – Component capacity managementCSI 5.8.6 – Continual service improvement methods and techniques – CSI and otherservice management processes – Workload management and demand managementCSI 5.8.8 – Continual service improvement methods and techniques – CSI and otherservice management processes – IT service continuity managementCSI 5.8.9 – Continual service improvement methods and techniques – CSI and otherservice management processes – Problem management

Difficulty Moderate





QUESTION Three Scenario Three

Question Rationale This question tests whether the delegate understands the elements that go togetherto form a service measurement framework. It also requires information on the criticalelements in a framework.

Consistent with the CSI book: “Measuring at the component level is necessary andvaluable, but service measurement must go further than the component level.Service measurement will require someone to take measurements and combinethem to provide a view of the true customer experience.”

MOST CORRECT (5) D A good answer. Individual component measurements are the basis of servicemeasurements. It recognizes that KPIs are critical to support the servicescorecard and dashboard. The KPIs will be defined in a service scorecard;which, in turn, will ensure the service is improved to meet service levels. Theservice scorecard results will only be realized at the end of a period (point intime). A service dashboard will be associated with this, providing a moredynamic view of service performance and showing if it is likely that the servicescorecard KPIs will be met.

By integrating this into business planning, any changes in businessrequirements can be considered in terms of their impact on the targets andmeasurement procedures in order that they stay aligned.

It is expected that organizations will not get the framework correct from thestart and fine-tuning is acceptable.

SECOND BEST (3) C Although different from the first statement in answer D, this statement is stillmostly correct. Any measurement framework must ensure we have the abilityto show performance against SLAs.

The statement on the balanced scorecard is not correct; since it misses theconnection between service measurement and the balanced scorecard (theservice scorecard). The second statement referencing the service scorecard isalso incorrect as it designates this as a real-time view whereas it is a point-in-time view.

The integration into IT planning is correct but the scope is too narrow. It should

be integrated into business planning.

The balanced statement is correct. If a balanced set of measurements is notincorporated, then these frameworks often do not deliver the right information;and therefore some improvement opportunities, through identifying poorperformance, may be missed.

The final statement on the adjustment of the framework is incorrect; it issatisfactory to adjust the framework at any time, providing the proper level ofcontrol is exercised.

THIRD BEST (1) B This answer starts off incorrectly by suggesting that process measurementsare used to feed the service measurements rather than componentmeasurements.

CSFs may be defined in the service portfolio and the service measurementswill support these so the second part can be classed as correct.

Suggesting that service measurements will be the basis for SLAs and OLAs iswrong. It should be the other way around; the service level requirements willbe the basis for what is measured. It should be noted that while an SLA is apoint in time measurement, so is an OLA – it is not real time.

The framework should be integrated into service operation, but a betterstatement would be integrated across the service lifecycle (as an example,





consider its importance to CSI).

Including it within the service design stage of the lifecycle is correct; however,changing it would never likely be classified as an operational-level servicechange.

DISTRACTER (0) A This answer incorrectly uses the term ‘system’ instead of service in severalplaces. It also uses the term guidelines which are too loose for any system /service definition.

The statement on the balanced scorecard is not correct; there is a levelbetween service measurement and the balance scorecard (the servicescorecard).

Changes should be made when relevant business changes are recognized,but this section of the answer limits changes to this scope, whereas ITchanges, supplier changes, etc. may also cause an update to the framework.




Level 3 Applying – Use ideas, principles and theories in new, particular and concretesituations. Behavioural tasks at this level involve both knowing and comprehensionand might include choosing appropriate procedures, applying principles, using anapproach or identifying the selection of options.

Level 4 Analysis – The ability to use the practices and concepts in a situation orunprompted use of an abstraction. Can apply what is learned in the classroom inworkplace situations. Can separate concepts into component parts to understandstructure and can distinguish between facts and inferences.

Application –This question requires the delegate to use their knowledge of theservice measurement framework theory and relate it to the needs of the companydepicted in the scenario, selecting an approach that balances long-term and short-term needs.


• Service measurement framework.

Book Section Refs CSI 5.4 – Continual service improvement methods and techniques – Service

measurementDifficulty Easy





QUESTION Four Scenario Four

Question Rationale This question examines the delegate’s understanding of the different types oftechnology available that support CSI and related activities.

MOST CORRECT (5) B This is also the best group of tools (out of the four supplied answers) tosupport the issues in the scenario.

• Bullet 1. These tools will support the capacity, availability and incidentmanagement processes by providing event messages and will provide

data that can be used to measure the performance of the services. Itaddresses the issues in the scenario.

• Bullet 2. Event management tools are used to detect, correlate andmanagement events of all types. They provide data that can be used tomeasure and report on availability and performance achievements.

• Bullet 3. These tools will address the issues regarding the lack of ability tomeasure end-to-end service performance.

• Bullet 4. These tools will address the reporting issues by importing datafrom other tools for analysis and reporting.

SECOND BEST (3) A • Bullet 1. Correct. The statement on systems and network managementtools is correct.

• Bullet 2. Incorrect. Performance management tools are not used forprocess effectiveness reporting, although they may help.

• Bullet 3. Correct. Addresses one of the issues in scenario. Securitymanagement tools can be used to support information securitymanagement by detecting intrusion and incorrect access to services.

• Bullet 4. Correct. The statement on statistical tools is correct.

THIRD BEST (1) C • Bullet 1. Incorrect. The event management description has overlapped intothe business infrastructure. It is quite probable that event managementcan be used in this way but it is not a scenario requirement.

• Bullet 2. Partially correct. ITIL describes the use of these as primarily atool for collecting performance data for population into the CMIS and AMISfor further analysis. However, ultimately this information can be used tomanage the services.

• Bullet 3. Incorrect. Systems and network tools give a dynamic view ratherthan a snapshot view.

• Bullet 4. Partially correct. These are useful tools and do support incidentmanagement. It is not clear in the scenario whether technical recoveryfrom incidents is a major issue.

DISTRACTER (0) D • Bullet 1. Incorrect. This answer appears to describe event managementtools as a diary system.

• Bullet 2. Incorrect. The description of performance tools is correct but theiruse is too narrow. They will be used in reporting OLA, UC and SLAinformation. However, the scenario is looking for service reporting.

• Bullet 3. Incorrect. Systems and network tools give a dynamic view ratherthan a snapshot view.

• Bullet 4. Incorrect. Self-help tools do not address any issues in thescenario. There is no mention of workload issues at the service desk.

Syllabus Unit /

Module supported

ITIL SL: CSI06 Technology for continual service improvement

Blooms TaxonomyTesting Level


Level 4 Analysis –The ability to use the practices and concepts in a situation orunprompted use of an abstraction. Can apply what is learned in the classroom inworkplace situations. Can separate concepts into component parts to understand





structure and can distinguish between facts and inferences.

Application – This question requires the delegate to have understood the use oftechnology available and to analyse the situation to identify the most accuratestatement.


• Tools supporting CSI activities

Book Section Refs CSI 7.1 – Technology considerations – Tools to support CSI activities

Difficulty Hard





QUESTION Five Scenario Five

Question Rationale This question requires careful comparison of the profiles of potential candidates forthe CSI manager role. Many of the skills and experience described are relevant tothe CSI manager role. The candidate is required to select the best combination.The key skills needed by the CSI manager are:

• Good relationship management skills

• A good understanding of the IT services• An understanding of the customer’s business

• Good communication skills

• Good people-management and meeting-facilitating skills

• A good understanding of statistical and analytical principles and processes

• Good organizational and planning skillsThis is not a complete list, but contains the skills referred to in this question.

MOST CORRECT (5) C This answer has the best combination of the skills described in the list above.Bullet 1. Experience performing the business relationship manager role impliesthat this candidate has good relationship management skills, goodcommunication skills and an understanding of how the IT services support thebusiness processes.Bullet 2. An understanding of the supporting services will compliment the

understanding of how the services support the business.Bullet 3. Good people management and good organizational skills areessential for a CSI manager.Bullet 4. A good understanding of statistical and analytical principles willenable the CSI manager to interpret data and information and identifyopportunities for improvement.

SECOND BEST (3) B This candidate has many of the necessary skills but is missing some of the keyskills, including statistical and analytical skills.Bullet 1. Experience performing the service desk manager role implies that thiscandidate has good people management and organization skills.Bullet 2. An understanding of the IT service is an appropriate skill.Bullet 3. Incorrect. Problem management skills are not essential for a CSImanager.

Bullet 4. Experience of managing multi-discipline projects implies goodorganization skills and, perhaps, people management skills.

THIRD BEST (1) A This candidate has fewer of the key skills required by a CSI manager.Bullet 1. Experience performing the service level management role implies thatthis candidate has a good understanding of the IT services.Bullet 2. People-management skills are a key skill. Being well-liked is notessential.Bullet 3. Incorrect. Experience dealing with suppliers is useful and isconsidered to be a secondary skill. However, this question is looking for keyskills. This skill is included at the expense of more important skills.Bullet 4. Incorrect. Experience of designing and documenting businessprocesses is useful but not a key skill.

DISTRACTER (0) D This candidate’s skills are primarily technical. Many of the key skills listed

above are missing.Bullet 1 and bullet 2. Incorrect. Good technical experience but does not meanthe candidate understands how the services support the business.Bullet 3. Good people management skills are a requirement.Bullet 4. Incorrect. Once again this is a more technical skill.


ITIL SL: CSI05 Organizing for continual service improvement


Level 3 Applying – Use ideas, principles and theories in new, particular and concretesituations. Behavioural tasks at this level involve both knowing and comprehensionand might include choosing appropriate procedures, applying principles, using an





approach or identifying the selection of options.


Application – This question requires the delegate to have understood the various

roles within CSI and to differentiate primary and secondary skills to assess the mostappropriate skills for recruitment. The primary skills of the service level managerhave been put in as the distracter answer.


• Roles and responsibilities of the CSI manager

Book Section Refs CSI 6.3.5 – Organizing for continual service improvement – Roles – CSI managerCSI Table 6.8 – Organizing for continual service improvement – Roles – Comparisonof CSI manager, service level manager, service owner and business relationshipmanager rolesCSI 6.3.5 – Organizing for continual service improvement – Roles – Businessrelationship manager

Difficulty Moderate





QUESTION Six Scenario Six

Question Rationale This question focuses on an understanding of the CSI process (seven-stepimprovement process) and the ability to apply it to the situation in the scenario.

The information in the scenario provides the following evidence:

• Description of the collection of data from the monitoring tools and the servicedesk tool

• Description of the processing and analysis of the performance and availabilitydata

• It does not provide any description of the processing or analysis of the incidentdata from the service desk tool

• It is implied that the incident data is taken straight from the service desk tool andput into a report

MOST CORRECT (5) D The evidence described above indicates failures in the processing andreporting steps of the seven-step process.

• During processing the incident data should be combined with theavailability data to provide a more accurate picture of availabilityachievements.

• During the presenting step, combining the incident and availability datainto a single report should be considered.

SECOND BEST (3) A It is true that there are issues with the report format but this is not the onlyissue. This answer does not address the fundamental issue that the incidentdata is not correctly processed.

THIRD BEST (1) C The number of monitoring tools is not an issue. Good statistical analysis toolscan take data from many tools, process it and analyse it. There is no evidencein the scenario that the tools are at fault.

DISTRACTER (0) B This answer is wrong. There is evidence that there is something wrong, asdescribed in the section above.


ITIL SL: CSI03 Continual service improvement process





Application – The candidate must apply their knowledge of seven-step process toanalyse the information provided in the scenario to draw a conclusion about a givensituation.


• Seven-step improvement process

Book Section Refs CSI 4.1.5 – Continual service improvement processes – The seven-step

improvement process – Process activities, methods and techniquesDifficulty Easy





QUESTION Seven Scenario Seven

Question Rationale This question focuses on an understanding of the tools and technology that cansupport the service management processes and their relevance to CSI.

MOST CORRECT (5) D Bullet 1. As the organization cannot provide reports that indicate end-to-endachievement, statistical analysis tools will allow calculation of service metricsfrom the component (technology) metrics.Bullet 2. Statistical analysis tools can be used to combine data from different

sources and can be used to link incident data from the service managementsuite to outage and availability data from other tools.Bullet 3. Network management tools can monitor end-to-end performance andavailability and will provide information to indicate the achievement of servicelevels.

SECOND BEST (3) B Bullet 1. Correct. See answer D bullet 1.Bullet 2. Correct. Using statistical analysis tools to analyse incident andproblem data will enable the organization to analysis trends of incidents andproblems.Bullet 3. Incorrect. Using tools to automatically restart components is a goodthing but does not address any of the issues described in the scenario.

THIRD BEST (1) C Bullet 1. Incorrect. The scenario states that the organization already has an ITservice management suite.

Bullet 2. Correct. See answer B bullet 2.Bullet 3. Incorrect. Self-help tools are a good thing but do not address any ofthe issues described in the scenario.

DISTRACTER (0) A Bullet 1. Incorrect. See answer C bullet 1.Bullet 2. Incorrect. The scenario states that the organization already has an ITservice management suite which provides workflow support.Bullet 3. Incorrect. Self-help tools are a good thing but the scenario does notdescribe any issues associated with request fulfilment.


ITIL SL: CSI06 Technology considerations





Application – The candidate must apply their knowledge of the tools and technologyto the scenario in order to select the correct answer.


• Tools to support CSI activities

Book Section Refs CSI 7.1 – Technology considerations – Tools to support CSI activities

Difficulty Moderate





QUESTION Eight Scenario Eight

Question Rationale The question tests whether or not the delegate can understand the potential riskswhen carrying out the implementation of continual service improvement (CSI). All therisks are valid risks to CSI projects; however, not all of them are relevant to thescenario. The candidate must establish from the scenario which ones are relevant.

MOST CORRECT (5) B Bullet 1. Over-ambition is a risk. The evidence for this comes in the lastparagraph in the scenario, which describes the organization’s high

expectations and shows that a long list of suggestions has been drawn up –most of which will be implemented. This suggests the organization is trying todo too much too soon.

Bullet 2. Lack of prioritization is a risk. The last paragraph implies that the ITdepartment plans to implement most of the suggestions as soon as possible.

There is no evidence that the list has been reviewed and prioritized.

Bullet 3. Management commitment is not a risk. Paragraph four in the scenariostates that IT senior management is committed to the process and hasallocated the necessary resources.

Bullet 4. Failing to discuss opportunities is not a risk. The last paragraph in thescenario states that the business has reviewed many of the opportunities and

sees them as supporting future business plans.SECOND BEST (3) A Bullet 1. Correct. Implementing CSI without knowledge transfer is a risk. The

second paragraph in the scenario states that there have been outagesassociated with new deployments but things settle down “once IT operationsstaff are up to speed with the changes”. This implies that there is a lack oftimely knowledge transfer and training.

Bullet 2. Incorrect. Lack of resources is not a risk. Paragraph four in thescenario states that IT senior management is committed to the process andhas allocated roles and resources.

Bullet 3. Correct. Failing to involve the right people is not a risk. The thirdparagraph in the scenario states that the right people will be involved.

Bullet 4. Correct. See answer B bullet 4.THIRD BEST (1) C Bullet 1. Correct. See answer B bullet 1.

Bullet 2. Incorrect. See answer A bullet 2.

Bullet 3. Correct. See answer A bullet 3.


DISTRACTER (0) D Bullet 1. Incorrect. There is no direct evidence of this in the scenario. However,there is plenty of circumstantial evidence regarding the previous servicemanagement project and the planning of the CSI project that would imply thatmanagement does take action.

Bullet 2. Incorrect. See answer B bullet 4.


Bullet 4. Incorrect. See answer B bullet 1.


ITIL SL: CSI08 Challenges, risks, and critical success factors






Application – This question requires the delegate to understand what risks need to beconsidered for a successful CSI activity and which ones are missing from the

scenario.Subjects covered Categories Covered:

• The risks associated with implementing CSI

Book Section Refs CSI 9.3 – Challenges, risks and critical success factors – Risks

Difficulty Moderate

Itil Csi Sample Paper2 v6 1

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