Exin Exam ITSM20F.EN Topic 4 Question 109 Discussion

Actual exam question for Exin's ITSM20F.EN exam

Question #: 109
Topic #: 4

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

ATo improve the efficiency and effectiveness of the business

BTo improve the efficiency and effectiveness of the ITIL processes

CTo improve the efficiency and effectiveness of service delivery and management

DTo improve the efficiency and effectiveness of service support

Show Suggested Answer

Suggested Answer: B

A . Incorrect. This is not relevant.

B . Correct. This is part of the standard.

C . Incorrect. Documenting these documents is part of Do, revising is part of Act (in de PDCAmethodology). This is no part of the proposals for new or changed services.

D . Incorrect. This plan is much broader than only new or changed services.

by Nu at Mar 09, 2025, 05:16 PM

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Val

13 days ago

Option C seems to be the most comprehensive answer here. Continual improvement should focus on improving the entire service delivery and management process, not just specific ITIL processes or the business in general.

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