PeopleCert · ITIL 4 Foundation
Continual improvement
ITIL 4 Foundation · Lesson 8 of 14 · 56:04
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In this lesson
Prepare for the ITIL 4 Foundation exam. In this lesson: the purpose of the continual improvement practice, everyone's responsibility, the continual improvement register, the seven-step continual improvement model, and a culture of improvement. Includes three original practice questions, with Wrenfield Water, a fictional water company, as the example.
Preview the topics
- A Wrenfield engineer has an idea to cut the time that crews spend driving between jobs. The idea must be assessed and compared with other ideas before any work starts. Where should it go?
- A Wrenfield team has just measured how long repairs take today, before setting any target. Which step of the continual improvement model is the team in?
- After a new outage map is launched, Wrenfield’s team compares the number of complaints with the targets that it set, to confirm that the expected improvement happened. Which step of the model is this?