Exin ITSM20F.EN Exam - Topic 9 Question 119 Discussion

Actual exam question for Exin's ITSM20F.EN exam

Question #: 119
Topic #: 9

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: C

by Kirk at Nov 26, 2025, 12:01 AM

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Kimbery

8 days ago

C aligns with the overall objective of continual improvement.

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Antonio

13 days ago

D is important, but not the main goal here.

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Krystina

18 days ago

B is too narrow; we need a broader focus.

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Cordell

24 days ago

I feel like A is also valid, but C covers it better.

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Erick

29 days ago

Definitely! C seems like the best choice.

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Loren

1 month ago

Really? I thought it was just about business efficiency.

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Verlene

2 months ago

Efficiency and effectiveness are key, so C makes sense!

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Theodora

2 months ago

Wait, isn't it more about ITIL processes?

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Geoffrey

2 months ago

It's all about improving service delivery and management!

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Jeff

2 months ago

C is the obvious choice here. Continual improvement is the name of the game in service management.

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Nidia

2 months ago

C is the way to go. Gotta keep those services running smoothly, am I right?

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Edna

3 months ago

I think C is the correct answer. Continual improvement is all about enhancing the overall service management process.

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Eliz

3 months ago

I thought the objective was to improve efficiency across the board, but I can't remember if it was just for the business or for ITIL processes as well.

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Aja

3 months ago

I feel like the main goal is to enhance overall service management, but I can't recall if it's specifically about service support or something broader.

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Makeda

3 months ago

I remember a practice question that focused on the effectiveness of ITIL processes, so maybe that's part of it?

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Ronnie

3 months ago

I think the Act stage is about improving service delivery, but I'm not entirely sure if it's just that or if it includes other areas too.

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Delsie

3 months ago

I'm not 100% sure, but I'm leaning towards C since it mentions improving both efficiency and effectiveness, which seems to align with the goal of continual improvement. I'll mark that one.

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Sang

4 months ago

Okay, let me think this through. The Act stage is the final part of the PDCA cycle, so it's focused on improving the overall process. I'll go with C to cover the broadest scope.

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Daniel

4 months ago

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

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Olive

4 months ago

The Act stage is all about continual improvement, so I'm pretty confident the answer is C. Improving service delivery and management seems like the most comprehensive objective.

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Sharee

4 months ago

I think it's about improving service delivery and management.

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Dante

4 months ago

Totally agree, C is the right choice!

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Annamaria

5 months ago

Hmm, I'm a bit confused on the difference between the ITIL processes and service delivery/management. I'll need to review those concepts again before deciding.

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