ITIL4F ITIL Management Practices Practice Question
A team is using the ITIL continual improvement model. After defining the vision, what is the NEXT step?
⚠ Common exam trap
Many exam-takers confuse the order of the ITIL continual improvement model steps, mistakenly thinking that identifying improvement opportunities or setting targets comes immediately after defining the vision, rather than assessing the current state first.
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
✓
Assess the current state
The ITIL continual improvement model defines a sequence of steps: 'What is the vision?', 'Where are we now?', 'Where do we want to be?', 'How do we get there?', 'Take action', 'Did we get there?', and 'How do we keep the momentum?'. After defining the vision (step 1), the next step is to assess the current state (step 2) to establish a baseline before setting measurable targets or creating an improvement plan.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Define measurable targets
Why it's wrong here
Defining measurable targets is a critical activity within the "Where do we want to be?" step, which is the third stage of the ITIL Continual Improvement Model. This step focuses on establishing clear, quantifiable objectives that will indicate successful achievement of the improvement vision. It logically follows understanding the current state, as you need a baseline before setting future performance benchmarks. Therefore, it is not the immediate next step after establishing the vision.
- ✗
Create an improvement plan
Why it's wrong here
Creating an improvement plan is the primary output of the "How do we get there?" step, which is the fourth stage in the ITIL Continual Improvement Model. This comprehensive plan outlines the specific actions, resources, timelines, and responsibilities required to bridge the gap between the current state and the desired future state. It is developed only after the vision, current state, and desired future state (including measurable targets) have been clearly defined, making it a subsequent activity, not the second step.
- ✗
Identify the improvement opportunities
Why it's wrong here
While identifying improvement opportunities is a crucial outcome and activity performed during the "Where are we now?" step, it is not the formal name of the second step in the ITIL Continual Improvement Model. The "Where are we now?" step encompasses a broader assessment, including understanding the current performance, capabilities, and challenges. Identifying opportunities is a result of this comprehensive assessment, rather than the overarching step itself, which focuses on establishing a baseline understanding.
- ✓
Assess the current state
Why this is correct
After a team has established "What is the vision?" for improvement, the logical and prescribed next step in the ITIL Continual Improvement Model is "Where are we now?", which involves assessing the current state. This step requires a thorough understanding of existing services, processes, and practices to establish a baseline. By evaluating current performance, capabilities, and challenges, the organization can accurately identify gaps and areas ripe for improvement, providing the necessary foundation for subsequent steps.
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