ITIL · Question #60
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?
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
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)?
How the community answered
(19 responses)- A11% (2)
- B5% (1)
- C84% (16)
Why each option
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.
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.
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.
After confirming improvement success in step 5 ('Did we get there?'), the final step 6 of the CSI model asks 'How do we keep the momentum going?' This step addresses embedding the improvement culture, communicating successes, and ensuring the organization does not revert to old behaviors. It closes the loop and sets the foundation for the next improvement cycle.
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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