What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

• A.An initial baseline assessment
• B.The production of a detailed CSI plan
• C.Verifying that improvement targets have been achieved
• D.Understanding priorities for improvement

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Which term is used to describe the prediction and control of income and expenditure within an organization?

• A.Charging
• B.Accounting
• C.Governance
• D.Budgeting

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Why should a service level manager carry out regular service reviews?

• A.To ensure that agreements are written simply and are easy to understand
• B.To capture information about service issues and performance against agreed goals
• C.To ensure continual improvement of services, so that they meet the evolving needs of service consumers
• D.To collect information about service consumer goals and objectives

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Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

• A.Executing improvement actions
• B.Understanding the business mission
• C.Performing baseline assessments
• D.Defining the improvement plan

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Which describes a set of defined steps for implementing improvements?

• A.The 'improve' value chain activity
• B.The 'continual improvement register'
• C.The 'engage' value chain activity
• D.The 'continual improvement model'

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