ITIL Continual Improvement Approach 2

Question 1

Which ITIL tool provides a structured set of questions to help organizations assess their current state during the 'Where are we now?' step?

Accepted Answer

The ITIL Maturity Model

Answer

The ITIL Maturity Model gives organizations a structured way to evaluate current capabilities and practices.

Question 2

An organization completes an improvement initiative but sees no measurable benefit. What should happen next according to the continual improvement approach?

Accepted Answer

Re-evaluate the baseline and identify lessons learned before the next iteration

Answer

When improvement yields no benefit, the approach calls for revisiting the baseline, understanding what went wrong, and applying those lessons.

Question 3

What is the primary purpose of the Continual Improvement Register (CIR)?

Accepted Answer

To track and prioritize improvement ideas and initiatives across the organization

Answer

The CIR is a database or structured document that captures and prioritizes improvement opportunities throughout the organization.

Question 4

Which step in the continual improvement model directly follows 'How do we keep the momentum going?'

Accepted Answer

The model loops back to 'Where are we now?'

Answer

After embedding momentum, the model cycles back to reassessing the current state to identify the next improvement opportunity.

Question 5

A service desk team wants to reduce average call handling time. Which measurement approach best supports the 'Did we get there?' step?

Accepted Answer

Comparing call handling time before and after the improvement using the same metric

Answer

Comparing the same metric before and after directly answers whether the specific improvement goal was achieved.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL Continual Improvement Approach 2