ITIL · Question #463
Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
The correct answer is B. Baseline assessments. In the ITIL CSI approach, baseline assessments are conducted to establish the current measurable state of services, which informs how improvement can be achieved.
Question
Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
Options
- AService and process improvement
- BBaseline assessments
- CPolicy and governance review
- DMeasurable targets
How the community answered
(23 responses)- A4% (1)
- B91% (21)
- D4% (1)
Why each option
In the ITIL CSI approach, baseline assessments are conducted to establish the current measurable state of services, which informs how improvement can be achieved.
Service and process improvement represents the execution of improvements, which is a later stage, not the activity that determines how to reach the target state.
Baseline assessments capture the current quantified state of services and processes, providing the factual starting point needed to define concrete improvement steps. Without a documented baseline, it is impossible to plan how to close the gap between the current state and the desired target state.
Policy and governance review is not a defined step within the ITIL CSI 7-step improvement process for the 'How do we get there?' phase.
Measurable targets correspond to the 'Where do we want to be?' phase of the CSI approach, not the 'How do we get there?' phase.
Concept tested: ITIL CSI seven-step improvement process phase mapping
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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