VA 15434 IT/SAN Technician (G5) Questions
Instructions for test:
1. Immediately confirm receipt of this email and test by replying to sender or accept to submit an email read/delivery receipt.
2. Carefully read the test questions. Please save your response as: ‘TestResponse’. This test will be printed and then evaluated anonymously, so please do not write your name or anything other than your answer anywhere on the answer sheets. Please do not use a letter head, any logo, header or footer. There should be no references within the test documents to location, email address, organization, etc. and when saving the file please remove your name or any other identifying ‘author’ . If you do not comply with these instructions, you will be disqualified.
3. You must complete the…show more content… c) Management of the technology used to deliver services.
d) To monitor the performance of technology and processes.
e) Thoroughly testing services to confirm they are designed to meet business needs.
Response: a), e)
1.4 Describe the difference between a critical success factor (CSF) and a key performance indicator (KPI). Please also provide an example of a KPI from your own experience and how useful you felt that that measure was in reflecting you or your team’s performance. (10 points)
Both of them are metrics used for the Continual improvement. CSF (Critical Success Factor) are basic elements needed to meet the business goals. KPI (Key Performance Indicators) are derived from CSF and are used to determine the quality, performance and value of the different processes.
An example ok KPI could be the number of Work Orders closed by a person or team during a period. It is helpful to have an idea of the amount of work done, but not vey accurate, since the time required for each WO can be quite different.
