FREE ITIL Practitioner Continual Improvement Approach Questions and Answers

Question 1

An organization has successfully implemented an improvement to its service request process.
To ensure the benefits of this improvement are sustained and to build support for future initiatives, what is the MOST important next step according to the ITIL Continual Improvement Model?

Accepted Answer

Market the success and share the lessons learned from the initiative.

Answer

Begin the 'What is the vision?' step for a new improvement.

Answer

Archive the Continual Improvement Register (CIR) entry for this initiative.

Answer

Immediately re-assess the baseline of the improved process.

Question 2

A service owner is leading an improvement initiative. They have performed a baseline assessment and have a clear understanding of the current state. According to the ITIL Continual Improvement Model, what is the immediate next step?

Accepted Answer

Define measurable targets.

Answer

Define the improvement plan.

Answer

Execute improvement actions.

Answer

Gather more data.

Question 3

What is the PRIMARY purpose of a Continual Improvement Register (CIR)?

Accepted Answer

To track and manage improvement ideas from identification through to final action.

Answer

To serve as a project plan for implementing large-scale changes.

Answer

To document the minutes and action items from all improvement-related meetings.

Answer

To act as a repository for service level agreement (SLA) performance results.

Question 4

During which step of the Continual Improvement Model would you conduct a baseline assessment to understand the current situation?

Accepted Answer

Where are we now?

Answer

What is the vision?

Answer

How do we get there?

Answer

Did we get there?

Question 5

A team is implementing an improvement initiative. They have defined their plan and are now executing the required tasks, such as reconfiguring a tool and training staff. Which step of the ITIL Continual Improvement Model are they in?

Accepted Answer

Take action

Answer

How do we get there?

Answer

Where do we want to be?

Answer

What is the vision?

Question 6

Which of the following is a key activity in the 'Did we get there?' step of the Continual Improvement Model?

Accepted Answer

Comparing the new performance metrics against the initial baseline.

Answer

Creating an improvement plan based on the desired targets.

Answer

Defining the vision and high-level objectives for the improvement.

Answer

Identifying and logging new improvement opportunities in the CIR.

An organization has successfully implemented an improvement to its service request process.To ensure the benefits of this improvement are sustained and to build support for future initiatives, what is the MOST important next step according to the ITIL Continual Improvement Model?

An organization has successfully implemented an improvement to its service request process.
To ensure the benefits of this improvement are sustained and to build support for future initiatives, what is the MOST important next step according to the ITIL Continual Improvement Model?