Which step of the continual improvement model was NOT followed effectively?

An organization has decided to use the ITIL continual improvement model to help them work more effectively. After six months, the IT director asked managers to show how much improvement they had made. The managers produced reports showing how well things were working, but did not have any data to show that this was better than the original situation. Which step of the continual improvement model was NOT followed effectively?

OPTIONS

• What is the vision?
• Where are we now?
• Where do we want to be?
• Did we get there?

ANSWER

Where are we now?

EXPLANATION

This issue was caused by failing to take a baseline. Step 2 of the continual model is where are we now. This step includes baseline measurements and metrics of the current state to be used for later comparison.