ITIL · Question #16
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
The correct answer is D. What is the vision?; Where are we now?;. The ITIL CSI approach follows a specific sequence starting with vision and current-state assessment before defining targets or actions.
Question
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Options
- ADevise a strategy; Design the solution;
- BWhere do we want to be?;
- CIdentify the required business outcomes;
- DWhat is the vision?; Where are we now?;
How the community answered
(33 responses)- A3% (1)
- B6% (2)
- C3% (1)
- D88% (29)
Why each option
The ITIL CSI approach follows a specific sequence starting with vision and current-state assessment before defining targets or actions.
'Devise a strategy; Design the solution' reflects a generic project management sequence and does not correspond to the named steps of the ITIL CSI improvement approach.
'Where do we want to be?' is a valid step in the CSI model but is the third step, not the starting point; beginning here skips the vision and baseline steps.
'Identify the required business outcomes' is not a named step in the ITIL CSI seven-step approach and does not represent the correct starting sequence.
The ITIL Continual Service Improvement approach begins with 'What is the vision?' to align improvement goals with business strategy, followed immediately by 'Where are we now?' to establish a performance baseline. This two-step opening is the correct and mandatory start of the CSI model, which then proceeds through desired state, planning, execution, verification, and sustaining momentum.
Concept tested: ITIL CSI seven-step improvement approach sequence
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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