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CSI-Service Meassurements

Prince Fonseka 9 questions Updated 17 May 2018

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Questions in this quiz (9)

  1. 1For services, there are 3 basic measurements that most organizations use:
    [blank_start]Availability[blank_end] of the service
    [blank_start]Reliability[blank_end] of the service
    [blank_start]Performance[blank_end] of the service
    1. AAvailability
    2. BReliability
    3. CPerformance
  2. 2Service measurement must go further than the [blank_start]component[blank_end] level. Service measurement will
    require someone, or some tool, to take the individual component measurements and combine
    them to provide a [blank_start]view[blank_end] of the true customer experience.
    1. Acomponent
    2. Bview
  3. 3You cannot [blank_start]manage[blank_end] what you cannot [blank_start]control[blank_end]
    You cannot [blank_start]control[blank_end] what you cannot [blank_start]measure[blank_end]
    You cannot [blank_start]measure[blank_end] what you cannot [blank_start]define[blank_end]
    1. Amanage
    2. Bcontrol
    3. Ccontrol
    4. Dmeasure
    5. Emeasure
    6. Fdefine
  4. 4The challenge for any organization is to create a Service Measurement
    Framework that will create [blank_start]value[blank_end]-[blank_start]added[blank_end] reporting
    1. Avalue
    2. Badded
  5. 5The framework will have to reflect the [blank_start]component[blank_end] structure of a service, as well
    as the relationships and [blank_start]inter[blank_end]-[blank_start]dependencies[blank_end] between components
    1. Acomponent
    2. Binter
    3. Cdependencies
  6. 6Service measurement is [blank_start]forward[blank_end] looking, as well as reporting on [blank_start]past[blank_end] [blank_start]performance[blank_end]. It will
    provide answers to the question – what do we need to be able to do, and how can we do things
    better
    1. Aforward
    2. Bpast
    3. Cperformance
  7. 7Part of the construction of a service measurement framework is deciding what needs to be
    monitored and measured
    1. AServices
    2. BComponents
    3. CService management processes that support services
    4. DActivities within processes
    5. EOutputs
    6. FSystems
  8. 8There are 3 main steps in creating a service framework:
    1. AOrigins
    2. BDeming Cycle
    3. CBuilding the framework, and choosing measures
    4. DActivities within processes
    5. EDefining procedures and policies
  9. 9The critical elements of a service measurement framework will include
    1. AElements that relate to the performance framework
    2. BDefining any policies needed
    3. CElements that relate to the performance measures
    4. DElements that relate to the performance targets
    5. EDefined roles and responsibilities

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Description
CSI-Service Meassurements
Language
English
Views
24
History
Created on 17 May 2018 · updated on 17 May 2018
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