An improvement has been implemented and measurement has confirmed the targets were met. The team disbands and within six months the old behaviour has returned. Which step of the continual improvement model was neglected?
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?
The target state was clearly defined, since the team was able to confirm the targets were met. The gap is at the end of the model, not the beginning.
Not correct Did we get there?
This step was performed: measurement confirmed the targets were met. The failure came after verification, not during it.
Not correct Take action
The action was taken and it worked. What was missing was sustaining and embedding the result afterwards.
Correct How do we keep the momentum going?
Correct. The final step exists to embed the change into normal ways of working and to build on the success, which is exactly what did not happen here.
Why
Achieving an improvement and sustaining it are different problems. The last step of the model, 'How do we keep the momentum going?', covers marketing the success and embedding the new way of working so it is not quietly abandoned — and, where results fell short, deciding on further action. Regression after a verified success is the signature of skipping it.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- The final step of the continual improvement model sustains and embeds improvements and builds on successes.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.