Itil Csi Sample Exam

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ITIL® Intermediate Lifecycle Stream:
CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE

Sample Paper 1, version 6.1
Gradient Style, Complex Multiple Choice

ANSWERS AND RATIONALES

© 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 CSISample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 1 of 17 Version 6.1 (Live) Owner – The Official ITIL Accreditor

Answer Key: 2nd Best: 3 Marks C A A B B B A C 3rd Best: 1 Mark D B C C C C C A

Scenario

Question 1 2 3 4 5 6 7 8

Correct: 5 Marks B D D A A A B D

Distracter: 0 Marks A C B D D D D B

One Two Three Four Five Six Seven

© The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle CSISample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without express permission from The Accreditor. Page 2 of 17 Version 6.1 (Live) Owner – The Official ITIL Accreditor

QUESTION Question Rationale

One

Scenario

One

MOST CORRECT (5)

SECOND BEST (3)

THIRD BEST (1)

DISTRACTER (0)

Syllabus Unit / Module supported Blooms Taxonomy Testing Level

SWOT analysis is an important tool used in CSI. It is important for someone involved in CSI to ensure that the corporate goals are kept in mind at all times. The question looks at the results of a SWOT analysis that was carried out before the business strategy was set and asks about its usefulness. A SWOT analysis is a technique that can be used to help an organization set its strategy. By assessing strengths, weaknesses, opportunities and threats, an organization can decide what strategies and tactics should be adopted to further their business objectives and address the factors identified by the SWOT analysis. It is important that the overall objectives of the organization are set first so that the SWOT is appropriately focused. In this case the correct sequence is: 1. Set the business objectives and strategy 2. IT department aligns IT objectives with the business objectives 3. IT department performs a SWOT of IT service provision 4. IT department sets the IT service strategy The answer requires the candidate to have knowledge of what each of the elements of a SWOT analysis is looking at (see section 5.5.9.2) and also the common pitfalls of carrying out a SWOT analysis (see section 5.5.9.4). B This is the correct answer. The SWOT analysis contains errors. It was also conducted before the recent strategy was set. Bullet 1 – Correct. The SWOT analysis was conducted before the business strategy was set and hence before the IT objectives were aligned with the business strategy. This goes against the principle of knowing the required end state before you carry out the SWOT analysis. Bullet 2 – Correct. The opportunities box in the SWOT analysis contains strategic activities - this is incorrect. It should contain statements of external factors that could be exploited by IT as opportunities. Bullet 3 – Correct. The next step would be to repeat the SWOT analysis after the IT objectives have been aligned with the new business strategy. This answer is partially correct. C Bullet 1 – Partially correct. The SWOT is not useful in its current state. However this is not because it does not describe an end-state for IT, but because it was performed before that end-state was identified. Bullet 2 – Partially correct. A SWOT analysis provides information about the current situation; it should not include actions or activities. The actions are usually defined after the SWOT is performed. The answer statement is true, however it would be incorrect to expect to find actions defined in the SWOT analysis. Bullet 3 – Partially correct. The SWOT should be repeated but there is no reason to wait for two months. D This is only marginally correct. It misses the point of the limited usefulness of an SWOT analysis. Investing...
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