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Exin Exam ITSM20F.EN Topic 4 Question 109 Discussion

Actual exam question for Exin's ITSM20F.EN exam
Question #: 109
Topic #: 4
[All ITSM20F.EN Questions]

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

Show Suggested Answer Hide 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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Vesta
21 days ago
I'm just glad they didn't throw in an option like 'To improve the efficiency and effectiveness of the coffee machine in the break room.' That would have really thrown me off!
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Cristal
2 days ago
A) To improve the efficiency and effectiveness of the business
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Freeman
25 days ago
Hah, this is a tricky one. I bet the exam writers were chuckling to themselves when they came up with these options. But C is definitely the way to go here.
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Ryan
27 days ago
Option B is tempting, but I think C is the better choice. The objective is to improve the entire service management lifecycle, not just the ITIL processes.
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Linn
8 days ago
User 1: I think C is the better choice. It's about improving service delivery and management.
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Sharee
1 months ago
I agree, C is the correct answer. The Act stage is all about continuously improving the overall service management system, not just one aspect of it.
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Latanya
18 days ago
User 2: I agree, that makes sense. It's about continuously improving the overall service management system.
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Josephine
19 days ago
User 1: I think the objective is to improve the efficiency and effectiveness of service delivery and management.
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Val
2 months 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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Avery
27 days ago
User 2: I agree, focusing on service delivery and management makes the most sense.
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Diane
29 days ago
User 1: I think option C is the best choice.
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Judy
2 months ago
I believe it's to improve the ITIL processes, option B.
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Terrilyn
2 months ago
I agree with Sarina, it's about improving efficiency and effectiveness of service delivery.
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Sarina
2 months ago
I think the objective is to improve service delivery and management.
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