Which step of the ITIL continual improvement model is concerned with establishing an objective, measured baseline of the current situation?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
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The options
Not correct Where do we want to be?
This step defines the target state and measurable success criteria. It depends on the baseline but is not the baseline.
Not correct What is the vision?
This step sets direction by linking the improvement to the organization's vision and objectives. It describes where the organization is heading, not where it stands today.
Correct Where are we now?
Correct. This step assesses the current state as it actually is, measured objectively, so that later progress can be judged against a real starting point.
Not correct Did we get there?
This step compares later measurements against the targets. It reuses the baseline measures but is performed after action, not before.
Why
'Where are we now?' is the baseline assessment step. Its value depends on honesty: measurements must describe the current state as it is, not as people would like it to be, because every subsequent judgement about whether the improvement worked is made relative to this point. This step is also where the guiding principle 'start where you are' is applied most directly.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- The 'Where are we now?' step assesses the current state objectively as a baseline for improvement.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.