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ITIL · Question #382
ITIL Question #382: Real Exam Question with Answer & Explanation
The correct answer is A: 3-1-2-4. This question tests knowledge of how the PDCA (Plan-Do-Check-Act) cycle maps to Continual Service Improvement implementation steps in ITIL.
Key principles and models
Question
Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. (1) Allocate roles and responsibilities to work on CSI initiatives. (2) Measure and review that the CSI plan is executed and its objectives are being achieved. (3) Identify the scope, objectives and requirements for CSI. (4) Decision on implementation of further enhancement.
Options
- A3-1-2-4
- B3-4-2-1
- C1-3-2-4
- D2-3-4-1
Explanation
This question tests knowledge of how the PDCA (Plan-Do-Check-Act) cycle maps to Continual Service Improvement implementation steps in ITIL.
Common mistakes.
- B. Sequence 3-4-2-1 places the decision on further enhancement before measuring results, which skips the Check phase and violates the PDCA order.
- C. Sequence 1-3-2-4 places role allocation before identifying scope and objectives, meaning execution begins before planning is complete, reversing Plan and Do.
- D. Sequence 2-3-4-1 starts with measuring, which is the Check phase, and places planning (step 3) second, fundamentally reversing the PDCA cycle.
Concept tested. PDCA cycle mapping to CSI implementation steps
Reference. https://www.axelos.com/resource-hub/itil/itil-continual-service-improvement
Topics
#CSI#PDCA#Deming Cycle#continual improvement
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