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
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
MOST CORRECT (5)
SECOND BEST (3)
THIRD BEST (1)
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... [continues]
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