ITIL-FOUNDATION · Question #575
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
The correct answer is C. Verifying that improvement targets have been achieved. The CSI approach has six defined steps, and 'Did we get there?' is step five, focused on measuring whether improvement targets were actually met.
Question
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
Options
- AAn initial baseline assessment
- BThe production of a detailed CSI plan
- CVerifying that improvement targets have been achieved
- DUnderstanding priorities for improvement
How the community answered
(40 responses)- A5% (2)
- B3% (1)
- C90% (36)
- D3% (1)
Why each option
The CSI approach has six defined steps, and 'Did we get there?' is step five, focused on measuring whether improvement targets were actually met.
An initial baseline assessment belongs to step two - 'Where are we now?' - not to the verification step.
Producing a detailed CSI plan is the activity of step four - 'How do we get there?' - which defines the roadmap for improvement.
In the ITIL CSI seven-step improvement model, step five - 'Did we get there?' - involves measuring and evaluating results against the targets set in the earlier 'Where do we want to be?' step. It confirms whether the implemented improvements achieved the desired outcomes by comparing post-improvement metrics to the baseline and targets.
Understanding priorities for improvement occurs in step one - 'What is the vision?' - and step three - 'Where do we want to be?' - not in the verification step.
Concept tested: ITIL CSI seven-step improvement model stages
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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