ITIL4F ITIL Management Practices Practice Question
Which of the following is the correct sequence for the ITIL Continual Improvement Model?
⚠ Common exam trap
A common mix-up: candidates confuse the ITIL Continual Improvement Model with the Deming Cycle (PDCA) or other improvement frameworks, leading them to start with 'Where are we now?' (Option B) or misorder the middle steps (Options A and D), but the ITIL 4 model explicitly mandates 'What is the vision?' as the first step to ensure strategic alignment before any assessment or planning.
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
✓
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? → How do we keep the momentum going?
It follows the exact sequence prescribed by the ITIL 4 Continual Improvement Model: starting with 'What is the vision?' to align improvement with business strategy, then assessing the current state ('Where are we now?'), defining the target state ('Where do we want to be?'), planning the approach ('How do we get there?'), executing ('Take action'), verifying the outcome ('Did we get there?'), and finally embedding the change ('How do we keep the momentum going?'). This order ensures that improvement is driven by strategic intent before any analysis or action, which is a core principle of the ITIL 4 guiding concept 'Focus on value'.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
What is the vision? → Where do we want to be? → Where are we now? → How do we get there? → Take action → Did we get there? → How do we keep the momentum going?
Why it's wrong here
This sequence is incorrect because it places 'Where do we want to be?' before 'Where are we now?'. In the ITIL Continual Improvement Model, it is crucial to first understand the current baseline and assess the existing state before defining the specific, measurable targets for the desired future state. Without a clear understanding of the starting point, setting realistic and achievable objectives for the destination becomes challenging.
- ✗
Where are we now? → What is the vision? → Where do we want to be? → How do we get there? → Take action → Did we get there? → How do we keep the momentum going?
Why it's wrong here
This sequence is incorrect because it begins with 'Where are we now?' instead of 'What is the vision?'. The ITIL Continual Improvement Model explicitly starts by establishing a clear vision, which provides the overarching strategic direction and purpose for all subsequent improvement activities. Defining the desired future state is a fundamental prerequisite before assessing the current situation or planning any initiatives.
- ✓
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? → How do we keep the momentum going?
Why this is correct
This sequence correctly represents the seven steps of the ITIL Continual Improvement Model. It logically progresses from establishing a clear vision, to assessing the current state, defining the target state, planning the necessary actions, executing those actions, verifying the achievement of objectives, and finally, sustaining the momentum for ongoing improvement. This structured approach ensures effective and continuous service improvement.
- ✗
What is the vision? → Where are we now? → How do we get there? → Where do we want to be? → Take action → Did we get there? → How do we keep the momentum going?
Why it's wrong here
This sequence is incorrect because it places 'How do we get there?' before 'Where do we want to be?'. According to the ITIL Continual Improvement Model, one must clearly define the specific, measurable desired future state (the destination) before developing a plan for how to achieve it. Attempting to formulate a plan without a well-defined target can lead to misdirected efforts and inefficient resource allocation.
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