ITIL Practitioner — Question 18

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?

Answer options

• 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.

Correct answer: A

Explanation

The correct answer is A because the CSI step 'Where are we now?' focuses on identifying current process issues that need attention. Options B, C, and D describe other stages of the CSI approach but do not accurately represent the purpose of the 'Where are we now?' step.