ITIL Foundation v5 — Question 10

A team is gathering customer feedback and measuring current service response times to understand its existing performance.
Which step of the continual improvement model does this activity represent?

Answer options

• A. Where are we now?
• B. Take action
• C. Where do we want to be?
• D. What is the vision?

Correct answer: A

Explanation

The correct answer is A, 'Where are we now?', as it pertains to assessing current performance and gathering feedback. Options B, C, and D represent different stages of the continual improvement model focused on taking action, setting goals, and defining a vision, respectively, rather than evaluating the present state.