Itil Csi Sample Paper2 v6 1

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 Choice
90 minute paper
Eight 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 CSISample2 QUESTION BOOKLET v6.1.
This document must not be reproduced without express permission from The Accreditor.
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Owner The Official ITIL Accreditor
Question One
Refer to Scenario One
Which one of the following options BEST represents the scope of the assessment for the company at this
time?
A.
B.
The scope of the assessment should cover only the processes. The technology does not need to
be 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 is
understandable that there will be some relationship and co-operation issues
In order to view whether the processes are aligned with ITIL, the assessment should include
process governance and management information
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 correctly
and may not be delivering the appropriate value
The business is complaining about the responsiveness of IT. This could be an indication that the
processes and people are misaligned
The assessment should look at process governance, technology issues, and management
information
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 ITIL
foundation certificate to participate in the process assessment, as they will have an appreciation
of 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 they
have an appropriate understanding of the assessment process
The assessment should include any cultural issues which can have an impact on the success of
an improvement program, the business and IT alignment, process governance and management
information
The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle CSISample2 QUESTION BOOKLET v6.1.
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Question Two
Refer to Scenario Two
Which one of the following options is the BEST approach that will address the issues?
A.
B.
C.
D.
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 improvement
opportunities
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 of
the service and / or its components
o Technical observation technical specialists who will focus on the availability issues with
the components
An SFA team should carry out an analysis using technical specialists from within IT to focus on
specific aspects of IT availability

o Training needs analysis to identify why the customers seem to be having trouble with
the data
o Demand management to gain an understanding of how the customer uses the service
and what can be done to influence that
o Risk management assess and take the responsibility for the management of risks
An SFA team should be created consisting of IT staff. As this is a problem management

technique the team will focus on identifying the root cause of the incidents logged against the
service to try to improve availability

o Component failure impact analysis to identify single points of failure and assess the
validity of recovery procedures
o Component capacity management understand the capacity and utilization of each
component
o Risk management assess and take the responsibility for the management of risks
An SFA team should be created, consisting of IT staff and customers. The focus of the team is to
identify improvement opportunities that will benefit the end user

o Workload management to identify how the use of the service impacts performance of
the service and / or its components
o Component failure impact analysis to identify single points of failure and assess the
validity of recovery procedures
o Modelling to predict the behaviour of any improvements that are recommended
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Question Three
Refer to Scenario Three
Which one of the following options BEST describes the action for this organizations scorecard approach?
A. Ensure that the component measurements are used to feed end-to-end system measurements and
support the guidelines defined for the system. This will form the basis for creating a balanced
scorecard (point-in-time information) and a system dashboard (real-time information). The framework
should be cost-effective and SMART. Changes to the framework should only be initiated when any
relevant business changes are recognized.
B. Ensure that the process measurements are used to feed end-to-end service measurements and
support the CSFs defined in the service portfolio. This will form the basis for creating an SLA (pointin-time information) and an OLA (real-time information). The framework should be integrated into
service operation and able to withstand change. The framework should be designed in the service
design 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 needed
for creating a balanced scorecard (point-in-time information) and a service scorecard (real-time
information). The framework should be integrated into IT planning and be balanced in its approach to
what 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 and
will support the KPIs defined for the end-to-end service measurements. This will form the basis for
creating a service scorecard (point-in-time information) and a service dashboard (real-time
information). The framework should be integrated into the business planning and change cycle. There
may be a need for trial and error in setting up the framework to fine-tune it to what is required.
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Question Four
Refer to Scenario Four
Which one of the following high-level overviews of the types of tools and their functionality gives the
MOST accurate descriptions of the tools available and how they support the organizations aims?
A.
B.
C.
Systems and network management tools allow the technology to be managed remotely. This
will enhance the ability of capacity and availability management to achieve their aims and also
assist in reducing incident resolution times
Performance management tools collect availability, capacity and performance data. This can
be used to generate information in support of process effectiveness reporting
Information security management tools guard against intrusion into services and inappropriate
access and usage. This will help address the information security issues
Statistical analysis tools analyses service data. This type of tool will allow logical grouping of
data to allow predictive models to be generated that support future growth predictions
Systems and network management tools give a dynamic real-time view of the current state of
service delivery. They will provide metric data in support of CSI
Event management tools deliver data on availability impacts and performance thresholds that
have been exceeded. This will identify availability and performance improvement opportunities
Performance management tools collect availability, capacity and performance data. This will
be useful to generate information in support of SLA reporting
Statistical analysis tools analyses service data. This can help end-to-end analysis by taking
raw data from the other tools and bringing it together for collective analysis
Event management tools delivers data that can be correlated. This will identify improvement
opportunities across the IT and business infrastructure
Performance management tools collects performance data. This will help analyse
performance against SLAs and regulate performance to remain cost-effective
Systems and network management tools give a snapshot view of the current state of service
delivery. 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 selfhealing techniques
Question continues overleaf
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Question continued
D.
Event management tools allow a view of events that are occurring in the business
infrastructure. This will assist in identifying suitable times to implement improvements
Performance management tools collect availability, capacity and performance data. This
can be used to generate information in support of OLA reporting
Systems and network management tools give a snapshot view of the current state of
service 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 reduce
the workload on the service desk
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Question Five
Refer to Scenario Five
Based upon the business requirements provided in the accompanying scenario, which one of the
following candidates is BEST suited to the role of continual service improvement (CSI) manager?
A.
B.
C.
D.
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
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
Candidate C
Has successfully performed a business relationship management role for the last five
years
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
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 organizations documentation systems and service

management systems
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Question Six
Refer to Scenario Six
The CSI manager has reviewed the information and has concluded that there is insufficient information to
identify 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 the
information?
A. The information indicates that the information provided in the reports is satisfactory but the number
and type of reports is inappropriate. Presenting the availability and performance data in one report
and the incident data in a second report is confusing and makes it difficult to understand the overall
situation.
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 since
service 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 to
investigate 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 is
not combined with the incident data from the service desk tool and so does not provide a true
representation of availability. This is compounded by the fact that the incident data is presented in a
different report and thus it is not easy to compare it with the availability data.
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Question Seven
Refer to Scenario Seven
Which one of the following options is the BEST description of the tool functionality that will help resolve
the issues?
A.
B.
C.
D.
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
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
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 the
company IT web portal
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 different
sources
Network management tools that can monitor end-to-end service performance and availability
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Question Eight
Refer to Scenario Eight
Which one of the following options BEST summarizes what are, and are not, risks to the continual service
improvement (CSI) implementation in this organization?
A.
B.
C.
D.
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 of
improvements is NOT a risk
Failing to discuss opportunities with the business is NOT a risk
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
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 of
improvements is NOT a risk
Implementing CSI without knowledge transfer and training is NOT a risk
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
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SCENARIO BOOKLET
This booklet contains the scenarios upon which the eight examination questions will be based. All
questions are contained within the Question Booklet and each question will clearly state the scenario
to which the question relates. In order to answer each of the eight questions, you will need to read the
related scenario carefully.
On the basis of the information provided in the scenario, you will be required to select which of the
four answer options provided (A, B, C or D) you believe to be the optimum answer. You may choose
ONE 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 of
40 marks (70%).
ITIL is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1.
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Scenario One
You are the IT service manager for a national company and you are planning a major process
improvement programme. You have adopted the CSI approach and have started to plan the where
are we now? step in order to create a baseline for future comparison. You have invited the IT senior
management 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 IT
organization is not responsive to its needs.
As the meeting progresses it becomes obvious that the managers hold different opinions about the
scope of the assessment. Some of the group suggest that it is the processes that are the reason for
the 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 as
there may be gaps in the skills required and the tools needed to support the processes. A few feel
that the processes and technology are not the issue but that there are much deeper issues within the
organization 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 no
apparent 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 are
the appropriate ones to conduct the assessment. However, others who have not achieved ITIL
Foundation certification feel this is neither necessary nor relevant to the exercise.
The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle CSISample2 SCENARIO BOOKLET v6.1.
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Scenario Two
Your organizations time management service is critical to the accurate billing of clients. The service
allocates the time spent by financial consultants to the appropriate client accounts. From an IT
delivery perspective the service is notoriously unreliable and has recently been blamed for customer
complaints 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 very
poor.
As the service owner for the time management service you are under pressure to identify
improvements that will allow an increase in the warranty levels of the service to ensure it delivers
value to the customer.
Your organization implemented ITIL several years ago and all of the processes are in place and are
working effectively. When incidents are raised for this service they are usually resolved within agreed
targets but only just in time, and there is usually a need to escalate the incident and utilize additional
resources 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 specific
reasons for the failures and therefore cannot identify a single root cause. You now need to consider
your next steps in identifying where improvements are needed.
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Scenario Three
The internal IT provider in your company has traditionally monitored and reported on service
achievements by using component level performance information and presenting this in a monthly
service report for business stakeholders. The business tries to make sense of this information but the
reports 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 have
encouraged the IT provider to create a new framework that will align to their needs. Some progress
has been made over the last couple of months. As service management has matured, the
requirements for consolidating the component information into a more meaningful measurement have
been 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 current
methods of measuring and reporting performance to stakeholders have delivered improvement, but
are in need of further improvement. All parties agree that a suitable measurement framework has to
be 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.
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Scenario Four
An IT organizations last service improvement analysis found deficiencies within the monitoring and
reporting 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
o
o
Capacity management
Availability management
Incident management
Prior to making an investment in new tools, the IT director has asked you to identify which types of
monitoring and reporting tools are commonly used, and what their purposes are, and how they could
best help address the findings from the improvement analysis.
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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 many
of the ITIL processes. You are particularly pleased with the success in the areas of change, release
and 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 wish
to recruit a continual service improvement manager. You want to recruit internally from existing staff in
order to make use of current skills and knowledge within the organization. The candidate will need to
facilitate the continued momentum with existing processes, as well as the implementation of new
processes.
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Scenario Six
An internal IT service provider of a large publishing company has implemented service management
practices 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 that
there 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 service
review meeting and consistently show that all service level targets are met. However, the users are
complaining 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 improvement
processes 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 service
hours
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 transaction
rates at various service components, including server transaction rates and network
bandwidth utilization. There is also a tool that collects end-to-end transaction data from a
workstation to the server. The same monitoring tools collect data on the duration of the
downtime. However, the tools cannot provide all the data required to directly calculate end-toend availability
Incident data is collected from the service desk logging tool and provides information about
the downtime experienced by users
The performance and availability data is uploaded from the monitoring tools to a statistical
analysis tool on a weekly basis
The statistical analysis tools perform data processing. The performance data and availability
data 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 and
availability data with the service targets
A report is produced for the sales business unit and circulated two days before the service
review 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
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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 management
tools.
The organization already has many tools including an IT service management suite that supports
incident management, problem management, change management and integrates with the
organizations configuration management system (CMS). It also provides workflow support to the
service management process. Individual tools are available for component monitoring and these
provide 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 the
organization wishes to overcome. These are as follows.
The organization cannot provide reports that indicate end-to-end achievement of service
levels
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 current
limitations. As an input to the tool selection process, you have been asked to compile an overview of
the most urgently required functionality of the new tools.
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Scenario Eight
The IT department of a technology manufacturing company adopted ITIL 12 months ago. The
departments activities are structured around the service lifecycle and most of the main service
management processes are now in place.
The staff are highly motivated and many are considered to be technical experts in their field. They are
proud of their service achievements, particularly their ability to deploy new infrastructure and
applications into the live environment in short timescales. This has occasionally lead to unplanned
downtime in the initial weeks after the implementation but it tends to settle down once IT operations
staff are up to speed with the changes. The business users and customers are very tolerant of these
interruptions 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 the
right 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 services
and 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 possible
improvement opportunities has been created. Many of these opportunities have been reviewed with
business customers who see improvement in IT services to be a part of their business plans and a
means of achieving financial targets. Plans have been drawn up to implement most of the
opportunities as soon as possible.
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ANSWERS AND RATIONALES
ITIL is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1.
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Answer Key:
Question
Correct:
5 Marks
2nd Best:
3 Marks
3rd Best:
1 Mark
Distracter:
0 Marks
One
Two
Three
Four
Five
Six
Seven
Eight
Scenario
The Official ITIL Accreditor 2012. ITIL Intermediate Lifecycle CSISample2 ANSWERSandRATIONALES v6.1.
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QUESTION
One
Question Rationale
An assessment is required to establish a baseline. The question is based on the

need to select the appropriate scope of the assessment from the following ITIL
recommendations:
Process only
People, process and technology
Full assessment
MOST CORRECT (5)
SECOND BEST (3)
THIRD BEST (1)
DISTRACTER (0)
Syllabus
Unit
/
Module supported
Blooms Taxonomy
Testing Level
Scenario
One
The case study has some considerations that point toward a full assessment, which
include that:
1. The scenario points to people issues (limited cooperation and managers
comments).
2. Technology may be an issue. There is no definitive statement that the tools
are not causing issues.
3. Embedded culture may be the issue, especially as the majority of staff have
been in place for a long period.
4. Business / IT misalignment is suggested in the first section of the scenario.
The elements of the assessment discussed in this answer will mean the
D
organization will have a full understanding of where we are now. This can be
used 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 may
mean that the issue of business / IT alignment is not considered and therefore
means the exercise will not deliver the required results.
The scope of this assessment will not cover point three above.
B
The second bullet looks at process and people misalignment. This will be an
issue but without a wider scope may restrict findings to IT departmental issues
rather than business and IT alignment which would not be covered in anything
but a full assessment.
The ITIL description of this type of assessment does not include the points
mentioned in the final bullet.
While adapting the option is acceptable, the scope defined here is not.
C
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 reflection
of the current situation.
There are advantages to using the ITIL-qualified staff on the assessment as
they will understand the processes but it is not essential. Any suitable
person(s) could carry out the assessment. What is more important is that a
well-defined assessment framework is available to aid consistency and
repeatability.
This answer is incorrect for the following reasons:
A
A process assessment is not relevant in this case as the scenario points to
wider issues
Just carrying out a process assessment would mean all of the points in the
list above may be missed
The ITIL description of this type of assessment does not include business /
IT alignment
ITIL SL: CSI04 Continual service improvement methods and techniques
Level 4 Analysis The ability to use the practices and concepts in a situation or
unprompted use of an abstraction. Can apply what is learned in the classroom, in
workplace situations. Can separate concepts into component parts to understand
structure and can distinguish between facts and inferences.
Application This question requires the delegate to analyse the situation in order to
make a recommendation on the type of assessment that best fits the situation
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Subjects covered
Book Section Refs
Difficulty
described in the scenario.

Categories Covered:
How to use assessments and what to assess
CSI 5.2 Continual service improvement methods and techniques Assessments
CSI 5.2.2 Continual service improvement methods and techniques Assessments
What to assess and how
Easy
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QUESTION
Two
Question Rationale
This question focuses on an understanding of how CSI can use techniques from
other processes to assist in identifying where improvements are required.
The question assigns the task of service improvement to the service owner. The
service owner is carrying out CSI to improve the situation.
Scenario
Two
The answer is based around a service failure analysis (SFA) and the delegate must
know that:
SFA is a multifunctional team and looks at all aspects (people, process and
technology) of availability
It is described and classed as a technique of availability management
MOST CORRECT (5)
SECOND BEST (3)
THIRD BEST (1)
DISTRACTER (0)
There are several other techniques mentioned, all of which can be used as part of
CSI activities (see CSI section 5.8). The delegate must also analyse these and
consider if they are appropriate in relation to the scenario. The descriptions of the
techniques are all correct: the delegate is required to select the appropriate answer in
relation to their use in the scenario.
This answer gives a correct description of an SFA. The second sentence is a
A
quote from the CSI book.
The expanded incident lifecycle is a valid technique as there seems to be an
issue with resolving incidents even though they are not breaching SLAs
regularly, being able to restore service in a faster timescale will increase the
availability.
Workload management (demand management) will help identify bottlenecks
and recommendations can then be made as to how to alleviate these and
increase performance.
Technical observation (availability management) can be used to identify any
technical availability issues.
As the SFA takes into account people, process and technology, it should
consider how the user is using the service and why finger trouble seems to
be an issue.
This answer gives a correct description of an SFA. The second sentence is
D
also 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 and
increase performance.
Component failure impact analysis will be a useful technique as it can identify
whether there are any single points of failure that may require a level of
resilience.
Modelling is a predictive and forward-looking technique as it tests the validity
of the solutions but the question is about techniques to identify what is
currently wrong.
This answer incorrectly describes SFA in three ways:
C
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 management
Component failure impact analysis will be a useful technique as it can identify
whether there are any single points of failure that may require a level of
resilience.
Component capacity management is relevant and will help, but it concentrates
too much on the component view rather than a service view.
Risk management the processes in the organization are all in place and
mature so risk management can be considered to be in place and working.
The description of SFA is actually the description of a technical observation.
B
A training needs analysis may be valid as the users seem to have difficulties
with the service but it would be better to confirm that the difficulties are due
to a lack of training before looking at the needs. Also, this is not an ITIL-
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Syllabus
Unit
/
Module supported
Blooms Taxonomy
Testing Level
Subjects covered
Book Section Refs
Difficulty
recognized technique.
Demand management may give useful information on PBAs and influencing
user activity may have some impact on the poor performance but some of the
other techniques are much more relevant in terms of the scenario described.
Risk management the processes in the organization are all in place and
mature so risk management can be considered to be in place and working.
unprompted use of an abstraction. Can apply what is learned in the classroom in
Application This question tests the delegates knowledge on the techniques used in
other processes and requires them to analyse a situation and allocate the relevant
techniques to assist.
Categories Covered:
The relationship between CSI and the other service management processes
CSI 5.8 Continual service improvement methods and techniques CSI and other
service management processes
CSI 5.8.1 Continual service improvement methods and techniques CSI and other
service management processes Availability management
service management processes Capacity management
service management processes Component capacity management
service management processes Workload management and demand management
service management processes IT service continuity management
service management processes Problem management
Moderate
Page 6 of 16
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QUESTION
Three
Question Rationale
This question tests whether the delegate understands the elements that go together
to form a service measurement framework. It also requires information on the critical
elements in a framework.
Scenario
Three
Consistent with the CSI book: Measuring at the component level is necessary and
valuable, but service measurement must go further than the component level.
Service measurement will require someone to take measurements and combine
them to provide a view of the true customer experience.
MOST CORRECT (5)
A good answer. Individual component measurements are the basis of service

measurements. It recognizes that KPIs are critical to support the service
scorecard and dashboard. The KPIs will be defined in a service scorecard;
which, in turn, will ensure the service is improved to meet service levels. The
service scorecard results will only be realized at the end of a period (point in
time). A service dashboard will be associated with this, providing a more
dynamic view of service performance and showing if it is likely that the service
scorecard KPIs will be met.
By integrating this into business planning, any changes in business
requirements can be considered in terms of their impact on the targets and
measurement procedures in order that they stay aligned.
It is expected that organizations will not get the framework correct from the
start and fine-tuning is acceptable.
SECOND BEST (3)
Although different from the first statement in answer D, this statement is still
mostly correct. Any measurement framework must ensure we have the ability
to show performance against SLAs.
The statement on the balanced scorecard is not correct; since it misses the
connection between service measurement and the balanced scorecard (the
service scorecard). The second statement referencing the service scorecard is
also incorrect as it designates this as a real-time view whereas it is a point-intime 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 not
incorporated, then these frameworks often do not deliver the right information;
and therefore some improvement opportunities, through identifying poor
performance, may be missed.
The final statement on the adjustment of the framework is incorrect; it is
satisfactory to adjust the framework at any time, providing the proper level of
control is exercised.
THIRD BEST (1)
This answer starts off incorrectly by suggesting that process measurements

are used to feed the service measurements rather than component
measurements.
CSFs may be defined in the service portfolio and the service measurements
will support these so the second part can be classed as correct.
Suggesting that service measurements will be the basis for SLAs and OLAs is
wrong. It should be the other way around; the service level requirements will
be the basis for what is measured. It should be noted that while an SLA is a
point in time measurement, so is an OLA it is not real time.
The framework should be integrated into service operation, but a better
statement would be integrated across the service lifecycle (as an example,
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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 service
change.
DISTRACTER (0)
This answer incorrectly uses the term system instead of service in several
places. 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 level
between service measurement and the balance scorecard (the service
scorecard).
Changes should be made when relevant business changes are recognized,
but this section of the answer limits changes to this scope, whereas IT
changes, supplier changes, etc. may also cause an update to the framework.
Syllabus
Unit
/
Module supported
Blooms Taxonomy
Testing Level

Level 3 Applying Use ideas, principles and theories in new, particular and concrete
situations. Behavioural tasks at this level involve both knowing and comprehension
and might include choosing appropriate procedures, applying principles, using an
approach or identifying the selection of options.
Subjects covered
Book Section Refs
Difficulty
Application This question requires the delegate to use their knowledge of the
service measurement framework theory and relate it to the needs of the company
depicted in the scenario, selecting an approach that balances long-term and shortterm needs.
Categories Covered:
Service measurement framework.
CSI 5.4 Continual service improvement methods and techniques Service
measurement
Easy
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QUESTION
Four
Question Rationale
This question examines the delegates understanding of the different types of

technology available that support CSI and related activities.
This is also the best group of tools (out of the four supplied answers) to
B
support the issues in the scenario.
Bullet 1. These tools will support the capacity, availability and incident
management processes by providing event messages and will provide
data that can be used to measure the performance of the services. It
addresses the issues in the scenario.
Bullet 2. Event management tools are used to detect, correlate and
management events of all types. They provide data that can be used to
measure and report on availability and performance achievements.
Bullet 3. These tools will address the issues regarding the lack of ability to
measure end-to-end service performance.
Bullet 4. These tools will address the reporting issues by importing data
from other tools for analysis and reporting.
A
Bullet 1. Correct. The statement on systems and network management
tools is correct.
Bullet 2. Incorrect. Performance management tools are not used for
process effectiveness reporting, although they may help.
Bullet 3. Correct. Addresses one of the issues in scenario. Security
management tools can be used to support information security
management by detecting intrusion and incorrect access to services.
Bullet 4. Correct. The statement on statistical tools is correct.
C
Bullet 1. Incorrect. The event management description has overlapped into
the business infrastructure. It is quite probable that event management
can be used in this way but it is not a scenario requirement.
Bullet 2. Partially correct. ITIL describes the use of these as primarily a
tool for collecting performance data for population into the CMIS and AMIS
for further analysis. However, ultimately this information can be used to
manage the services.
Bullet 3. Incorrect. Systems and network tools give a dynamic view rather
than a snapshot view.
Bullet 4. Partially correct. These are useful tools and do support incident
management. It is not clear in the scenario whether technical recovery
from incidents is a major issue.
D
Bullet 1. Incorrect. This answer appears to describe event management
tools as a diary system.
Bullet 2. Incorrect. The description of performance tools is correct but their
use is too narrow. They will be used in reporting OLA, UC and SLA
information. However, the scenario is looking for service reporting.
Bullet 3. Incorrect. Systems and network tools give a dynamic view rather
than a snapshot view.
Bullet 4. Incorrect. Self-help tools do not address any issues in the
scenario. There is no mention of workload issues at the service desk.
ITIL SL: CSI06 Technology for continual service improvement
MOST CORRECT (5)
SECOND BEST (3)
THIRD BEST (1)
DISTRACTER (0)
Syllabus
Unit
/
Module supported
Blooms Taxonomy
Testing Level
Scenario
Four
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Subjects covered
Book Section Refs
Difficulty
Application This question requires the delegate to have understood the use of
technology available and to analyse the situation to identify the most accurate
statement.
Categories Covered:
Tools supporting CSI activities
CSI 7.1 Technology considerations Tools to support CSI activities
Hard
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QUESTION
Five
Question Rationale
This question requires careful comparison of the profiles of potential candidates for
the CSI manager role. Many of the skills and experience described are relevant to
the 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 customers 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 skills
This is not a complete list, but contains the skills referred to in this question.
This answer has the best combination of the skills described in the list above.
C
Bullet 1. Experience performing the business relationship manager role implies
that this candidate has good relationship management skills, good
communication skills and an understanding of how the IT services support the
business 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 are
essential for a CSI manager.
Bullet 4. A good understanding of statistical and analytical principles will
enable the CSI manager to interpret data and information and identify
opportunities for improvement.
This candidate has many of the necessary skills but is missing some of the key
B
skills, including statistical and analytical skills.
Bullet 1. Experience performing the service desk manager role implies that this
candidate 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 CSI
manager.
Bullet 4. Experience of managing multi-discipline projects implies good
organization skills and, perhaps, people management skills.
This candidate has fewer of the key skills required by a CSI manager.
A
Bullet 1. Experience performing the service level management role implies that
this candidate has a good understanding of the IT services.
Bullet 2. People-management skills are a key skill. Being well-liked is not
essential.
Bullet 3. Incorrect. Experience dealing with suppliers is useful and is
considered to be a secondary skill. However, this question is looking for key
skills. This skill is included at the expense of more important skills.
Bullet 4. Incorrect. Experience of designing and documenting business
processes is useful but not a key skill.
This candidates skills are primarily technical. Many of the key skills listed
D
above are missing.
Bullet 1 and bullet 2. Incorrect. Good technical experience but does not mean
the 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
MOST CORRECT (5)
SECOND BEST (3)
THIRD BEST (1)
DISTRACTER (0)
Syllabus
Unit
/
Module supported
Blooms Taxonomy
Testing Level
Scenario
Five
Page 11 of 16
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Subjects covered
Book Section Refs
Difficulty
Application This question requires the delegate to have understood the various
roles within CSI and to differentiate primary and secondary skills to assess the most
appropriate skills for recruitment. The primary skills of the service level manager
have been put in as the distracter answer.
Categories Covered:
Roles and responsibilities of the CSI manager
CSI 6.3.5 Organizing for continual service improvement Roles CSI manager
CSI Table 6.8 Organizing for continual service improvement Roles Comparison
of CSI manager, service level manager, service owner and business relationship
manager roles
CSI 6.3.5 Organizing for continual service improvement Roles Business
relationship manager
Moderate
Page 12 of 16
Version 6.1 (Live)
QUESTION
Six
Question Rationale
This question focuses on an understanding of the CSI process (seven-step

improvement process) and the ability to apply it to the situation in the scenario.
MOST CORRECT (5)
SECOND BEST (3)
THIRD BEST (1)
DISTRACTER (0)
Syllabus
Unit
/
Module supported
Blooms Taxonomy
Testing Level
Scenario
Six
The information in the scenario provides the following evidence:

Description of the collection of data from the monitoring tools and the service
desk tool
Description of the processing and analysis of the performance and availability
data
It does not provide any description of the processing or analysis of the incident
data from the service desk tool
It is implied that the incident data is taken straight from the service desk tool and
put into a report
The evidence described above indicates failures in the processing and
D
reporting steps of the seven-step process.
During processing the incident data should be combined with the
availability data to provide a more accurate picture of availability
achievements.
During the presenting step, combining the incident and availability data
into a single report should be considered.
It is true that there are issues with the report format but this is not the only
A
issue. This answer does not address the fundamental issue that the incident
data is not correctly processed.
The number of monitoring tools is not an issue. Good statistical analysis tools
C
can take data from many tools, process it and analyse it. There is no evidence
in the scenario that the tools are at fault.
This answer is wrong. There is evidence that there is something wrong, as
B
described in the section above.
ITIL SL: CSI03 Continual service improvement process
Subjects covered
Book Section Refs
Difficulty
Application The candidate must apply their knowledge of seven-step process to

analyse the information provided in the scenario to draw a conclusion about a given
situation.
Categories Covered:
Seven-step improvement process
CSI 4.1.5 Continual service improvement processes The seven-step
improvement process Process activities, methods and techniques
Easy
Page 13 of 16
Version 6.1 (Live)
QUESTION
Seven
Question Rationale
This question focuses on an understanding of the tools and technology that can
support the service management processes and their relevance to CSI.
Bullet 1. As the organization cannot provide reports that indicate end-to-end
D
achievement, statistical analysis tools will allow calculation of service metrics
from 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 management
suite to outage and availability data from other tools.
Bullet 3. Network management tools can monitor end-to-end performance and
availability and will provide information to indicate the achievement of service
levels.
Bullet 1. Correct. See answer D bullet 1.
B
Bullet 2. Correct. Using statistical analysis tools to analyse incident and
problem data will enable the organization to analysis trends of incidents and
problems.
Bullet 3. Incorrect. Using tools to automatically restart components is a good
thing but does not address any of the issues described in the scenario.
Bullet 1. Incorrect. The scenario states that the organization already has an IT
C
service 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 of
the issues described in the scenario.
Bullet 1. Incorrect. See answer C bullet 1.
A
Bullet 2. Incorrect. The scenario states that the organization already has an IT
service management suite which provides workflow support.
Bullet 3. Incorrect. Self-help tools are a good thing but the scenario does not
describe any issues associated with request fulfilment.
ITIL SL: CSI06 Technology considerations
MOST CORRECT (5)
SECOND BEST (3)
THIRD BEST (1)
DISTRACTER (0)
Syllabus
Unit
/
Module supported
Blooms Taxonomy
Testing Level
Scenario
Seven
Subjects covered
Book Section Refs
Difficulty
Application The candidate must apply their knowledge of the tools and technology
to the scenario in order to select the correct answer.
Categories Covered:
Tools to support CSI activities
CSI 7.1 Technology considerations Tools to support CSI activities
Moderate
Page 14 of 16
Version 6.1 (Live)
QUESTION
Eight
Question Rationale
The question tests whether or not the delegate can understand the potential risks
when carrying out the implementation of continual service improvement (CSI). All the
risks are valid risks to CSI projects; however, not all of them are relevant to the
scenario. The candidate must establish from the scenario which ones are relevant.
Bullet 1. Over-ambition is a risk. The evidence for this comes in the last
B
paragraph in the scenario, which describes the organizations 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 to
do too much too soon.
MOST CORRECT (5)
Scenario
Eight
Bullet 2. Lack of prioritization is a risk. The last paragraph implies that the IT
department 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 scenario
states that IT senior management is committed to the process and has
allocated the necessary resources.
Bullet 4. Failing to discuss opportunities is not a risk. The last paragraph in the
scenario states that the business has reviewed many of the opportunities and
sees them as supporting future business plans.
SECOND BEST (3)
Bullet 1. Correct. Implementing CSI without knowledge transfer is a risk. The

second paragraph in the scenario states that there have been outages
associated with new deployments but things settle down once IT operations
staff are up to speed with the changes. This implies that there is a lack of
timely knowledge transfer and training.
Bullet 2. Incorrect. Lack of resources is not a risk. Paragraph four in the
scenario states that IT senior management is committed to the process and
has allocated roles and resources.
Bullet 3. Correct. Failing to involve the right people is not a risk. The third
paragraph in the scenario states that the right people will be involved.
THIRD BEST (1)

Bullet 2. Incorrect. See answer A bullet 2.
Bullet 3. Correct. See answer A bullet 3.
DISTRACTER (0)
Bullet 1. Incorrect. There is no direct evidence of this in the scenario. However,

there is plenty of circumstantial evidence regarding the previous service
management project and the planning of the CSI project that would imply that
management does take action.
Bullet 2. Incorrect. See answer B bullet 4.
Bullet 4. Incorrect. See answer B bullet 1.
Syllabus
Unit
/
Module supported
Blooms Taxonomy
Testing Level
ITIL SL: CSI08 Challenges, risks, and critical success factors

Page 15 of 16
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Subjects covered
Book Section Refs
Difficulty
Application This question requires the delegate to understand what risks need to be
considered for a successful CSI activity and which ones are missing from the
scenario.
Categories Covered:
The risks associated with implementing CSI
CSI 9.3 Challenges, risks and critical success factors Risks
Moderate
Page 16 of 16
Version 6.1 (Live)

Itil Csi Sample Paper2 v6 1

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ITIL Intermediate Lifecycle Stream:

CONTINUAL SERVICE IMPROVEMENT (CSI) CERTIFICATE

All 8 questions should be attempted.

The scope should only cover people and processes

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

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

An SFA team should be created consisting of IT staff. As this is a problem management

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

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

Automated incident / problem resolution automatically triggered diagnosis and repair.

Question continues overleaf

Has experience of dealing with suppliers

Has experience of designing and documenting business processes

Has excellent problem management skills

Has previous experience of managing multi-discipline projects

Has an excellent understanding of the IT services and supporting services

Has a good understanding of statistical and analytical principles and processes

Has worked in the technical management team for five years

Has experience of managing teams

Has excellent experience of the organizations documentation systems and service

IT service management suite that supports all service management processes

Tools to automate recovery from incidents by automatically restarting components

IT service management suite that supports all service management processes

Implementing CSI without knowledge transfer and training is a risk

Lack of resources is a risk

Failing to discuss opportunities with the business is NOT a risk

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

Being overly ambitious is a risk

Lack of resources is a risk

Implementing CSI without knowledge transfer and training is NOT a risk

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

ITIL Intermediate Lifecycle Stream:

The current procedures include:

ITIL Intermediate Lifecycle Stream:

Sample Paper 2, version 6.1

ANSWERS AND RATIONALES

An assessment is required to establish a baseline. The question is based on the

MOST CORRECT (5)

SECOND BEST (3)

THIRD BEST (1)

described in the scenario.

MOST CORRECT (5)

SECOND BEST (3)

THIRD BEST (1)

A good answer. Individual component measurements are the basis of service

SECOND BEST (3)

THIRD BEST (1)

This answer starts off incorrectly by suggesting that process measurements

consider its importance to CSI).

ITIL SL: CSI04 Continual service improvement methods and techniques

This question examines the delegates understanding of the different types of

MOST CORRECT (5)

SECOND BEST (3)

THIRD BEST (1)

structure and can distinguish between facts and inferences.

MOST CORRECT (5)

SECOND BEST (3)

THIRD BEST (1)