FREE ITIL Practitioner Continual Improvement Approach Questions and Answers Flashcards
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Read the first 6 FREE ITIL Practitioner Continual Improvement Approach Questions and Answers flashcards as text
Which step of the ITIL Continual Improvement Approach focuses on defining measurable targets?
Answer: Where do we want to be?
The 'Where do we want to be?' step establishes measurable targets and critical success factors aligned with the vision.
What is the primary purpose of performing a baseline assessment in the Continual Improvement Approach?
Answer: To understand the current state before making changes
A baseline assessment captures the current state so that improvements can be objectively measured against it.
In the Continual Improvement Approach, what does the 'Did we get there?' step evaluate?
Answer: Whether the achieved results match the defined targets
This step compares actual results against the targets set in the 'Where do we want to be?' step to verify success.
How does the Continual Improvement Approach ensure that improvements are sustained over time?
Answer: By embedding the 'How do we keep the momentum going?' step
The final step focuses on embedding changes into the organization's culture and preventing regression to old practices.
Which technique is MOST appropriate during the 'Where are we now?' step to gather objective performance data?
Answer: Maturity assessments and metric collection
Maturity assessments and collecting current metrics provide the objective data needed to establish an accurate baseline.
What role does organizational change management play within the Continual Improvement Approach?
Answer: It supports adoption and reduces resistance throughout all steps
Organizational change management is integrated throughout the approach to ensure people adopt and support improvements at every stage.