Continual Improvement Approach Flashcards
7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Continual Improvement Approach flashcards as text
An IT leader says: 'We improved our deployment frequency by 40% but customer satisfaction dropped.' Which continual improvement step was likely skipped or done poorly?
Answer: What is the vision?
A clear vision tied to customer value would have ensured the improvement goal aligned with what matters to customers, not just a technical metric.
What is the recommended way to handle a large, complex improvement initiative according to ITIL's continual improvement approach?
Answer: Break it into smaller iterations, measuring and adjusting as you go
ITIL recommends iterative delivery so teams can measure progress, learn, and adjust rather than committing to a single large-batch effort.
Which of the following is the BEST example of a good improvement vision statement?
Answer: Become the most trusted IT service provider for our business units within 18 months
A vision statement should be inspirational, time-bound, and tied to a meaningful outcome rather than a task or tool.
When multiple improvement ideas compete for limited resources, what should primarily guide prioritization decisions?
Answer: The potential impact on value and alignment with organizational goals
ITIL prioritizes improvement ideas based on their potential to deliver value and their alignment with strategic objectives.
A hospital's IT team uses the continual improvement model to improve electronic health record uptime. At which step would they define a target of '99.9% availability'?
Answer: Where do we want to be?
'Where do we want to be?' is where specific, measurable improvement targets are defined.
Which practice is most closely associated with ownership and execution of improvement initiatives in ITIL 4?
Answer: Continual Improvement
The Continual Improvement practice owns the approach, tools, and cultural methods for managing and executing improvement across the organization.
Why is it important to communicate improvement progress to stakeholders throughout an initiative, not just at the end?
Answer: To maintain stakeholder engagement and allow course corrections based on feedback
Ongoing communication builds trust, keeps stakeholders invested, and enables timely adjustments if the initiative drifts from its goals.