ITIL Question #60: Real Exam Question with Answer & Explanation

The correct answer is C: How do we keep the momentum going?. The CSI model has exactly 6 steps, and step 6 - following confirmation that goals were achieved - is 'How do we keep the momentum going?', ensuring that improvement becomes a sustained organizational habit.

Question

What would be the next step in the continual service improvement (CSI) model after? 1. What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6. ?

Options

AWhat is the return on investment (ROI)?
BHow much did it cost?
CHow do we keep the momentum going?
DWhat is the value on investment (VOI)?

Explanation

The CSI model has exactly 6 steps, and step 6 - following confirmation that goals were achieved - is 'How do we keep the momentum going?', ensuring that improvement becomes a sustained organizational habit.

Common mistakes.

A. Return on investment (ROI) is a financial analysis concept that may inform decisions within CSI but is not a defined step in the 6-step CSI model.
B. Calculating how much an improvement cost is not a step in the CSI model; cost considerations are inputs to earlier planning steps, not a concluding step.
D. Value on investment (VOI) is a related but separate business case concept and is not one of the six defined steps in the ITIL CSI model.

Concept tested. ITIL CSI model 6-step sequence

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