BCS-ISEB

ITILF2011 · Question #278

Which is the first step in the 7 Step Improvement Process?

The correct answer is B. Define what you should measure. See the full explanation below for the reasoning.

Question

Which is the first step in the 7 Step Improvement Process?

Options

APrepare for action
BDefine what you should measure
CIdentify gaps in Service Level Agreement (SLA) achievement
DWhere are we now?

How the community answered

(18 responses)

A
6% (1)
B
78% (14)
C
11% (2)
D
6% (1)

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Full ITILF2011 Practice