The Plan-Do-Check-Act (PDCA) methodology can be applied to all ISO/IEC 20000 processes. What
does the Act phase of this methodology cover?

A.
establishing the objectives and processes necessary to deliver results in accordance with
Customer requirements and the organization’s policies

B.
implementation of the processes

C.
monitoring and measuring processes and services and reporting the results

D.
taking the necessary actions to continually improve process performance

Explanation:

A) Incorrect. This action is taken during the Plan phase of the methodology.
B) Incorrect. This action is taken during the Do phase of the methodology.
C) Incorrect. These are the actions taken during the Check phase.
D) Correct. This action is taken during the Act phase of the methodology.