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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Vesta

3 months 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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Vallie

1 months ago

B) To improve the efficiency and effectiveness of the ITIL processes

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Daniela

2 months ago

C) To improve the efficiency and effectiveness of service delivery and management

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Cristal

2 months ago

A) To improve the efficiency and effectiveness of the business

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Freeman

3 months 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

3 months 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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Stephaine

2 months ago

User 3: Yeah, improving efficiency and effectiveness across the board is key.

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Edna

2 months ago

User 2: I agree, focusing on the entire lifecycle makes more sense.

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Linn

2 months ago

User 1: I think C is the better choice. It's about improving service delivery and management.

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Sharee

3 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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Laticia

2 months ago

User 3: Definitely, focusing on service delivery and management as a whole is key for continual improvement.

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Latanya

3 months ago

User 2: I agree, that makes sense. It's about continuously improving the overall service management system.

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Josephine

3 months ago

User 1: I think the objective is to improve the efficiency and effectiveness of service delivery and management.

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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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