Exam ITIL Practitioner topic 1 question 3 discussion

Actual exam question from ITIL's ITIL Practitioner

Question #: 3
Topic #: 1

The project manager is writing a business case for the improvement. This business case explains how following the CSI approach will contribute to the improvement work.
Which is a correct description of the purpose of a CSI step in this improvement work?

A. "Where are we now?" will document process issues that need to be resolved.
B. "˜How do we get there?' will specify the objectives and business case for the project.
C. "˜What is the vision?' will identify the best ITSM software tool to use.
D. "˜Did we get there?' will define measurable steps for the project.

Show Suggested Answer

Suggested Answer: A 🗳️
Reference: https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvements

by asa2005eg at April 8, 2020, 9 p.m.

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Weapon_X

4 years, 2 months ago

The business case is assured at "where do we want to be?" you don't specify objectives during "how do we get there", this is too late as it is the implementation not the action step.

upvoted 2 times

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Ademola

4 years, 3 months ago

I too think it is B. This is what is required to arrive at what the company wants to achieve

upvoted 2 times

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Srini_ganeshan

4 years, 5 months ago

Yes, I think the same yes, because the PM will mention the steps / processes which will require to reach the company's objective.

upvoted 2 times

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asa2005eg

4 years, 7 months ago

I think Answer B

upvoted 3 times

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Exam ITIL Practitioner topic 1 question 3 discussion

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Weapon_X

Ademola

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