The ITIL Service Value System →mediumMultiple Choice

ITIL4F The ITIL Service Value System Practice Question

Exhibit

Refer to the exhibit.

ITIL SVS Continual Improvement Model:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Take action
6. Did we get there?
7. How do we keep the momentum going?

A service improvement team has completed step 5 'Take action' and is now assessing whether the improvements have achieved the desired outcomes. According to the ITIL continual improvement model, which step should the team perform next?

⚠ Common exam trap

Many exam-takers confuse the order of steps, especially mixing up step 6 'Did we get there?' with step 7 'How do we keep the momentum going?', or misidentifying step 5 'Take action' as the final evaluation step.

Answer choices

Why each option matters

Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.

Correct answer & explanation

✓

Did we get there?

The ITIL continual improvement model consists of seven steps. Step 5 is 'Take action', and step 6 is 'Did we get there?', which involves evaluating whether the implemented improvements achieved the desired outcomes. Since the team has completed step 5 and is now assessing outcomes, they should proceed to step 6, 'Did we get there?', making option A correct.

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

✓
Did we get there?
Why this is correct
This question directly corresponds to step 6, "Did we get there?", of the ITIL 4 Continual Improvement Model. After completing the "Take action" step (step 5), the team must rigorously evaluate whether the implemented improvements have successfully achieved the desired outcomes and delivered the expected value. This critical phase involves measuring performance against the established baseline and target metrics to verify the effectiveness of the changes.
✗
How do we keep the momentum going?
Why it's wrong here
This question aligns with step 7, "How do we keep the momentum going?", in the ITIL 4 Continual Improvement Model. This final step focuses on embedding the successful improvement into standard operations, communicating achievements, and identifying further opportunities for iteration or new initiatives. However, it is premature to address this immediately after "Take action" (step 5) without first confirming the actual success and impact of the current improvement effort through evaluation.
✗
How do we get there?
Why it's wrong here
This question represents step 4, "How do we get there?", of the ITIL 4 Continual Improvement Model. This step is dedicated to planning the improvement, which includes designing the solution, outlining the specific actions required, and allocating necessary resources. Since the team has already "completed step 5 take action," the planning phase has already been executed, making this question irrelevant to the current stage of the improvement cycle.
✗
Where do we want to be?
Why it's wrong here
This question corresponds to step 3, "Where do we want to be?", in the ITIL 4 Continual Improvement Model. This step involves defining the specific target state and setting clear, measurable objectives for the improvement initiative. This foundational work occurs early in the improvement cycle, well before any actions are taken or results are evaluated, making it an inappropriate question for a team that has just completed the "Take action" phase.

Go deeper

ITIL4F The ITIL Service Value System Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question