5.6.1. The Steps of the Model
💡 First Principle: The seven steps run vision → current state → target → plan → action → evaluate → momentum — and learning them in order is the point, because each step depends on the one before it.
The steps of the ITIL Continual Improvement Model:
Each step answers a question: 1. What is the vision? sets direction tied to business objectives. 2. Where are we now? assesses the current state honestly (echoing "start where you are"). 3. Where do we want to be? sets measurable targets. 4. How do we get there? plans the improvements. 5. Take action executes. 6. Did we get there? evaluates against the targets. 7. How do we keep the momentum going? embeds the gains and feeds the next cycle.
⚠️ Exam Trap: The order is tested, especially that it starts with vision and that evaluating ("did we get there?") comes after action. Jumping straight to "take action" skips vision, current-state assessment, and target-setting — a guaranteed wrong framing.
Reflection Question: Why does starting with "What is the vision?" rather than "What's broken?" change the quality of an improvement effort?
