ITIL Continual Improvement Approach 3

Question 1

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?

Accepted Answer

What is the vision?

Answer

A clear vision tied to customer value would have ensured the improvement goal aligned with what matters to customers, not just a technical metric.

Question 2

What is the recommended way to handle a large, complex improvement initiative according to ITIL's continual improvement approach?

Accepted Answer

Break it into smaller iterations, measuring and adjusting as you go

Answer

ITIL recommends iterative delivery so teams can measure progress, learn, and adjust rather than committing to a single large-batch effort.

Question 3

Which of the following is the BEST example of a good improvement vision statement?

Accepted Answer

Become the most trusted IT service provider for our business units within 18 months

Answer

A vision statement should be inspirational, time-bound, and tied to a meaningful outcome rather than a task or tool.

Question 4

When multiple improvement ideas compete for limited resources, what should primarily guide prioritization decisions?

Accepted Answer

The potential impact on value and alignment with organizational goals

Answer

ITIL prioritizes improvement ideas based on their potential to deliver value and their alignment with strategic objectives.

Question 5

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'?

Accepted Answer

Where do we want to be?

Answer

'Where do we want to be?' is where specific, measurable improvement targets are defined.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL Continual Improvement Approach 3