ITIL4F ITIL Management Practices Practice Question
Which TWO of the following activities are part of the ITIL Continual Improvement Model?
⚠ Common exam trap
Many exam-takers confuse the ITIL Continual Improvement Model steps with generic project management phases (like 'Define scope' or 'Allocate resources'), leading them to select options that sound plausible but are not part of the model's specific seven-step sequence. Additionally, 'Implement the change' is not a step in the model, as it belongs to other practices. The correct steps are 'Where are we now?' (step 2) and 'How do we get there?' (step 4).
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
✓
Where are we now?
The ITIL Continual Improvement Model consists of seven steps. Option A ('Where are we now?') is step 2, which involves assessing the current state to identify gaps and opportunities. Option D ('How do we get there?') is step 4, which defines the action plan. Both are correct because they are part of the model's sequence, even though the model starts with 'What is the vision?' (step 1).
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Where are we now?
Why this is correct
This activity is the second step of the ITIL Continual Improvement Model, focusing on establishing a clear understanding of the current state. It involves baselining existing services, processes, and practices to measure current performance and identify areas requiring improvement. This critical assessment provides the factual basis for setting realistic targets and tracking progress effectively throughout the improvement journey.
- ✗
Define the scope
Why it's wrong here
Defining the scope is not presented as a standalone step within the ITIL Continual Improvement Model. Instead, the crucial activity of establishing the boundaries and objectives for improvement is integral to the first step, 'What is the vision?'. This initial step sets the overall direction, ensuring that all subsequent improvement efforts are aligned with organizational goals and stakeholder expectations.
- ✗
Allocate resources
Why it's wrong here
While essential for any successful initiative, 'Allocate resources' is not a distinct, named step within the ITIL Continual Improvement Model. Resource planning and allocation are ongoing management activities that are implicitly performed across several steps, particularly during 'How do we get there?' when planning solutions, and 'Take action' during execution. It is an an enabling activity rather than a specific stage in the improvement cycle.
- ✓
How do we get there?
Why this is correct
This activity represents the fourth step in the ITIL Continual Improvement Model, where the detailed plan for achieving the desired improvements is developed. It involves designing specific solutions, defining the necessary actions, and establishing the metrics by which success will be measured. This step translates the strategic vision and current state analysis into a concrete, actionable roadmap for change.
- ✗
Implement the change
Why it's wrong here
The ITIL Continual Improvement Model uses the term 'Take action' for the step where improvements are put into practice, rather than 'Implement the change'. 'Take action' is the fifth step and encompasses not only the execution of the planned improvements but also the ongoing monitoring and measurement of their immediate impact. This broader term emphasizes the active execution and initial validation of the designed solutions.
Go deeper
Related to this question
About these practice questions
One of 531 original ITIL4F practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.