While planning for service improvements, what is an important best practice to consider?

Question

Options

• AService improvement targets should be measurable, linked to business objectives and
• BThe progress of service improvement should be discussed at least weekly in the steering
• CThe progress should be monitored closely by an independent project manager to maintain
• DThe service improvement targets should not change until the target is reached, or else no

• A
  82% (23)
• B
  11% (3)
• C
  4% (1)
• D
  4% (1)

Explanation

Option A is correct because effective service improvement targets must be measurable (so you can track progress) and linked to business objectives (so improvements deliver real value rather than arbitrary technical gains) - this aligns with frameworks like ITIL and general best practice for continual improvement.

Why the distractors are wrong:

• B is wrong because "at least weekly" is an arbitrary frequency - steering committee cadence should match the improvement's pace and complexity, not a fixed minimum.
• C is wrong because service improvement ownership belongs within the service team; an "independent project manager" adds bureaucracy and misplaces accountability.
• D is wrong because rigid, unchanging targets are a red flag - circumstances change, and good improvement practice requires flexibility to re-evaluate targets as new information emerges.

Memory tip: Think SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound). Option A is the only choice that reflects this principle - measurable + business-linked maps directly to the M and R in SMART, which is the foundation of any credible improvement initiative.

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