When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
C. Assessment results should be produced by an organization in order to understand where the organization is now when using the ITIL continual improvement model.
The ITIL continual improvement model is a framework for improving IT service management processes on an ongoing basis. The model consists of four phases: (1) What is the vision? (2) Where are we now? (3) Where do we want to be? (4) How do we get there?
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users’ perception of the value being received, along with a review of people’s competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture.
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