CSI Study Guide
ITIL® Intermediate Lifecycle Stream:
CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE
Sample Paper 1, version 6.1
Gradient Style, Complex Multiple Choice
QUESTION BOOKLET
Gradient Style Multiple Choice
90 minute paper
8 questions, Closed Book
Instructions
1.
2.
3.
4.
5.
All 8 questions should be attempted.
You should refer to the accompanying Scenario Booklet to answer each question.
All answers are to be marked on the answer grid provided.
You have 90 minutes to complete this paper.
You must achieve 28 or more out of a possible 40 marks (70%) to pass this examination. © 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 QUESTION BOOKLET v6.1.
This document must not be reproduced without express permission from The Accreditor.
Page 1 of 10
Version 6.1 (Live)
Owner – The Official ITIL Accreditor
Question One
Refer to Scenario One
Which one of the following statements about the SWOT analysis BEST reveals its usefulness in identifying the current gaps in the ability of IT to support the corporate objectives?
•
The SWOT analysis does not reveal useful information in its current state as it was conducted before a desired end-state for IT was defined and agreed
IT opportunities have been confused with IT strategies
The SWOT analysis should be repeated once the IT objectives have been aligned with the new business strategy.
•
The SWOT analysis is not helpful because it does not describe an end-state for IT
•
There are no actions defined in the SWOT analysis
•
The SWOT analysis should be repeated in two months time once the business strategies have been accepted.
•
The SWOT analysis indicates that, with significant investment in an integrated service management and monitoring toolset, IT could address its weaknesses
•
D.
The training and coaching of staff
CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE
Sample Paper 1, version 6.1
Gradient Style, Complex Multiple Choice
QUESTION BOOKLET
Gradient Style Multiple Choice
90 minute paper
8 questions, Closed Book
Instructions
1.
2.
3.
4.
5.
All 8 questions should be attempted.
You should refer to the accompanying Scenario Booklet to answer each question.
All answers are to be marked on the answer grid provided.
You have 90 minutes to complete this paper.
You must achieve 28 or more out of a possible 40 marks (70%) to pass this examination. © 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 QUESTION BOOKLET v6.1.
This document must not be reproduced without express permission from The Accreditor.
Page 1 of 10
Version 6.1 (Live)
Owner – The Official ITIL Accreditor
Question One
Refer to Scenario One
Which one of the following statements about the SWOT analysis BEST reveals its usefulness in identifying the current gaps in the ability of IT to support the corporate objectives?
•
The SWOT analysis does not reveal useful information in its current state as it was conducted before a desired end-state for IT was defined and agreed
IT opportunities have been confused with IT strategies
The SWOT analysis should be repeated once the IT objectives have been aligned with the new business strategy.
•
The SWOT analysis is not helpful because it does not describe an end-state for IT
•
There are no actions defined in the SWOT analysis
•
The SWOT analysis should be repeated in two months time once the business strategies have been accepted.
•
The SWOT analysis indicates that, with significant investment in an integrated service management and monitoring toolset, IT could address its weaknesses
•
D.
The training and coaching of staff