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ITIL-FOUNDATION · Question #140

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles

The correct answer is B. Where do we want to be?. The 'Where do we want to be?' stage of the CSI approach sets measurable targets and priorities grounded in the organizational vision, bridging high-level intent with actionable goals.

Understand the key concepts of service management

Question

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Options

  • AWhere are we now?
  • BWhere do we want to be?
  • CHow do we get there?
  • DDid we get there?

How the community answered

(21 responses)
  • A
    5% (1)
  • B
    90% (19)
  • C
    5% (1)

Why each option

The 'Where do we want to be?' stage of the CSI approach sets measurable targets and priorities grounded in the organizational vision, bridging high-level intent with actionable goals.

AWhere are we now?

'Where are we now?' is about establishing a baseline through assessments and measurements of the current state, not setting future targets based on vision.

BWhere do we want to be?Correct

This stage requires taking the high-level vision and translating it into specific, prioritized improvement objectives with agreed success criteria. The phrase 'deeper development of the principles defined in the vision' directly describes refining strategic intent into concrete targets - which is exactly what 'Where do we want to be?' accomplishes. It produces the measurable goals that subsequent stages will plan for and verify.

CHow do we get there?

'How do we get there?' is concerned with designing and planning the improvement initiatives needed to reach the agreed targets, not with defining what those targets are.

DDid we get there?

'Did we get there?' involves measuring outcomes after implementation to verify whether improvement goals were achieved.

Concept tested: CSI seven-step improvement approach stage identification

Source: https://wiki.en.it-processmaps.com/index.php/Continual_Service_Improvement_Process

Topics

#CSI approach#improvement steps#vision#current state assessment

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