ITIL Question #419: Real Exam Question with Answer & Explanation

The correct answer is C: Service Operation. In the CSI 7-step improvement process, answering 'Did we get there?' requires operational performance data sourced from Service Operation.

Question

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

Options

AService Strategy
BService Design
CService Operation
DService Transition

Explanation

In the CSI 7-step improvement process, answering 'Did we get there?' requires operational performance data sourced from Service Operation.

Common mistakes.

A. Service Strategy defines business goals and investment decisions but does not produce the operational performance data needed to verify if a specific improvement target was met.
B. Service Design produces design specifications and defines service level targets, but does not generate the real-world runtime metrics needed to assess whether those targets were actually achieved.
D. Service Transition manages deployment and testing of new or changed services, but once a service is live, ongoing performance measurement and monitoring is the domain of Service Operation.

Concept tested. CSI 7-step process data source for improvement verification

Reference. https://www.axelos.com/certifications/itil-service-management

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