ITIL 4 Foundation Practice Exam

Which step of the Continual Improvement Model has 'Evaluate metrics and KPIs' as a piece of work?

1. What is the vision?

2. Where are we now?

3. Where do we want to be?

4. Did we get there?

The correct answer is: Did we get there?

The step of the Continual Improvement Model that includes 'Evaluate metrics and KPIs' is centered on assessing the effectiveness of improvements made and determining whether the desired outcomes have been achieved. This involves analyzing data collected through key performance indicators (KPIs) and other metrics that were put in place to measure success. At this stage, organizations reflect on the progress made since the improvements were implemented. By evaluating the metrics and KPIs, they can determine if they have met their goals, understand the impact of the changes, and identify any further areas for improvement. This step is critical for ensuring that the organization is aligned with its objectives and can adjust its strategies based on quantitative data. In contrast, the other steps have different focuses: 'What is the vision?' establishes the long-term goals; 'Where are we now?' assesses the current state against baseline metrics; and 'Where do we want to be?' defines specific improvement goals based on the vision. Thus, while they each play an important role in the Continual Improvement Model, 'Did we get there?' specifically emphasizes the evaluation of outcomes through metrics and KPIs.