ITPEC FE Morning April 2021 Question 58
Topic: Service Management
When the PDCA methodology is applied to a service management system, which of the following corresponds to Act?
Explanation
Taking actions to continually improve the service management system and services — Act closes the PDCA cycle by acting on what Check found.
ISO/IEC 20000 applies Plan-Do-Check-Act to the service management system (SMS):
- •Plan: establish, document and agree the SMS
- •Do: implement and operate the SMS for the design, transition, delivery and improvement of services
- •Check: monitor, measure and review the SMS and services against policies, objectives and requirements, and report the results
- •Act: take actions to continually improve the performance of the SMS and services
Answer (d)
Why not others:
- •(a) — establishing, documenting and agreeing the system is Plan
- •(b) — implementing and operating the system is Do
- •(c) — monitoring, measuring, reviewing and reporting is Check
Key rule: In any PDCA-based management standard, Check measures and reports, and Act turns those results into improvements that feed the next Plan.
Service Management · AI-written, may contain errors
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