In the ITIL continual improvement model, a team has answered 'What is the vision?', 'Where are we now?' and 'Where do we want to be?'. Which question comes next?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
Draft — not checked yet. This question was written from the published exam objectives and cites the clause it comes from, but nobody has yet read it against that clause and signed for it.
It is kept out of search results and out of mock exams until they have. Read the source below before you take the answer as settled.
The options
Not correct Did we get there?
Too early. This step verifies results, and comes after 'Take action'. Asking it now would be checking an improvement that has not been planned, let alone executed.
Correct How do we get there?
Correct. Once the vision, the baseline and the target state are known, the model asks how the gap will be closed — the improvement plan — before any action is taken.
Not correct How do we keep the momentum going?
This is the final step, concerned with embedding the improvement and sustaining progress. It cannot precede planning and action.
Not correct Take action
Action is the step that follows 'How do we get there?'. Acting before planning the route is precisely what the model is designed to prevent.
Why
The model runs: What is the vision? / Where are we now? / Where do we want to be? / How do we get there? / Take action / Did we get there? / How do we keep the momentum going? After the target state is defined, the next step plans the route; action, verification and embedding follow in that order.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- The continual improvement model's steps run from vision, through baseline, target state, plan, action, verification, to sustaining momentum.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.