ITIL 5: Continual Improvement practice questions
20 questions on Continual Improvement, one of the 11 areas assessed in ITIL 5 Foundation. Untimed, with an explanation after every answer.
This topic tests the seven steps of the continual improvement model: What is the vision? Where are we now? Where do we want to be? How do we get there? Take action. Did we get there? How do we keep the momentum going? Expect questions on what each step draws on, the Continual Improvement Register, and who is responsible.
In ITIL 5, continual improvement is an element of the ITIL Value System beside the lifecycle, not an activity within it, as Improve was in ITIL 4. The model has seven steps, not six. The vision comes before the baseline; skipping Where are we now? risks solving the wrong problem. Improvement is everyone’s responsibility, and the cycle never ends.
The ITIL 5 exam is also offered in French, among other languages; these practice questions are in English. Which languages? →
Halfway through an improvement iteration, a critical security vulnerability is disclosed in a component the service depends on. Fixing it would consume most of the remaining iteration capacity. What is the most appropriate course of action?
Ready for exam conditions? 40 questions, 60 minutes, 65% to pass.
Mock examA worked example
A question from the bank with its answer and the reasoning behind it. Every practice question comes with an explanation like this one.
Partway through an iteration, the team discovers a materially better technical approach than the one they are building. Switching would discard some completed work. What is the most appropriate response?
- AContinue with the original approach since changing now would waste work
- BEvaluate the value difference between approaches and collaborate with stakeholders on the best path(correct answer)
- CImmediately pivot to the new approach regardless of rework cost
- DComplete the current iteration and address the new approach in the next iteration
Why
ITIL 5 emphasizes empirical process control and focusing on value. When new information emerges, the appropriate response is to evaluate the situation transparently. How much work is truly wasted? How much more valuable is the new approach? This evaluation with stakeholders leads to an informed decision rather than a knee-jerk reaction.