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
Which ITIL tool provides a structured set of questions to help organizations assess their current state during the 'Where are we now?' step?
Answer: The ITIL Maturity Model
The ITIL Maturity Model gives organizations a structured way to evaluate current capabilities and practices.
An organization completes an improvement initiative but sees no measurable benefit. What should happen next according to the continual improvement approach?
Answer: Re-evaluate the baseline and identify lessons learned before the next iteration
When improvement yields no benefit, the approach calls for revisiting the baseline, understanding what went wrong, and applying those lessons.
What is the primary purpose of the Continual Improvement Register (CIR)?
Answer: To track and prioritize improvement ideas and initiatives across the organization
The CIR is a database or structured document that captures and prioritizes improvement opportunities throughout the organization.
Which step in the continual improvement model directly follows 'How do we keep the momentum going?'
Answer: The model loops back to 'Where are we now?'
After embedding momentum, the model cycles back to reassessing the current state to identify the next improvement opportunity.
A service desk team wants to reduce average call handling time. Which measurement approach best supports the 'Did we get there?' step?
Answer: Comparing call handling time before and after the improvement using the same metric
Comparing the same metric before and after directly answers whether the specific improvement goal was achieved.
In ITIL's continual improvement approach, what does 'embedding continual improvement' in an organization primarily require?
Answer: Making improvement everyone's responsibility and building it into daily work
Embedding improvement means it becomes part of the culture and everyday practice, not a separate or occasional activity.
Which guiding principle most directly supports the 'Start where you are' philosophy when applying continual improvement?
Answer: Start where you are
The 'Start where you are' guiding principle explicitly advises assessing existing capabilities before discarding them in favor of new approaches.