Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Business Objectives, IT Objectives, and Process Metrics are elements gathered or produced during the 7-step process itself, not prerequisites that must be identified before the process begins.

Process Models and Goals/Objectives are too vague and do not capture the required hierarchical structure - Vision, Strategy, Tactical Goals, and Operational Goals - that ITIL specifies as preconditions.

The ITIL CSI framework requires a governing hierarchy above the 7-step process: an overarching Vision and Strategy sets organizational direction, Tactical Goals translate that strategy into medium-term objectives, and Operational Goals define day-to-day targets. Identifying these three tiers before starting the 7-step process ensures that what is measured and improved is aligned to actual business intent rather than arbitrary IT metrics.

Business and IT Strategy and Process Definitions address only the strategic layer and omit the mandatory tactical and operational goal tiers needed to properly scope CSI activities.