Continual Service Improvement (CSI) Practice Exam

In the context of CSI, what is the primary purpose of baselines?

1. To negotiate service levels

2. To assess impact of changes

3. To establish an initial data point for improvements

4. To set goals and objectives

The correct answer is: To establish an initial data point for improvements

The primary purpose of baselines in the context of Continual Service Improvement (CSI) is to establish an initial data point for improvements. Baselines serve as a reference point that allows organizations to measure current performance and determine how far they have come after implementing changes or improvements. By capturing a snapshot of service performance or process metrics at a specific time, organizations can effectively evaluate the impact of their initiatives over time. This initial data is crucial because it provides a foundation for measuring progress and demonstrating outcomes, ultimately informing decision-making and strategies for enhancement. In this context, while negotiating service levels, assessing the impact of changes, and setting goals and objectives are all important aspects of service management, they are not the primary role of baselines. Instead, baselines specifically focus on providing that starting point that informs all subsequent assessments and improvements.