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Exin ITSM20F.EN Exam - Topic 9 Question 119 Discussion

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?
C) To improve the efficiency and effectiveness of service delivery and management
A) To improve the efficiency and effectiveness of the business
B) To improve the efficiency and effectiveness of the ITIL processes
D) To improve the efficiency and effectiveness of service support

Exin ITSM20F.EN Exam - Topic 9 Question 119 Discussion

Actual exam question for Exin's ITSM20F.EN exam
Question #: 119
Topic #: 9
[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?

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Suggested Answer: C

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

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Kimbery
2 months ago
C aligns with the overall objective of continual improvement.
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Antonio
2 months ago
D is important, but not the main goal here.
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Krystina
3 months ago
B is too narrow; we need a broader focus.
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Cordell
3 months ago
I feel like A is also valid, but C covers it better.
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Erick
3 months ago
Definitely! C seems like the best choice.
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Loren
3 months ago
Really? I thought it was just about business efficiency.
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Verlene
4 months ago
Efficiency and effectiveness are key, so C makes sense!
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Theodora
4 months ago
Wait, isn't it more about ITIL processes?
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Geoffrey
4 months ago
It's all about improving service delivery and management!
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Jeff
4 months ago
C is the obvious choice here. Continual improvement is the name of the game in service management.
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Nidia
4 months ago
C is the way to go. Gotta keep those services running smoothly, am I right?
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Edna
5 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
5 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
5 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
5 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
5 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
5 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
6 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
6 months ago
C) To improve the efficiency and effectiveness of service delivery and management
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Olive
6 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
6 months ago
I think it's about improving service delivery and management.
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Dante
6 months ago
Totally agree, C is the right choice!
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Annamaria
7 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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Joaquin
7 months ago
I think the objective is to improve the efficiency and effectiveness of service delivery and management, so I'll go with option C.
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Suzi
2 months ago
C seems like the best option for overall improvement.
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Michal
2 months ago
Improving service management is crucial.
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Yuonne
2 months ago
Definitely! Service delivery needs to be top-notch.
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Alethea
2 months ago
I agree, option C makes the most sense.
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Talia
7 months ago
I think C is the right choice too.
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