ITIL CSI Methods and Techniques Question

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Hello,

Question #7, found in the CSI Methods & Techniques section of the booklet, asks:

Which statement would you not use in an email to staff regarding the purposes and value of benchmarking?

The correct answer is marked as letter B: Benchmarking will ensure that you understand why there needs to be changes introduced into our operation.

I thought B would be something that you would send to your staff because by comparing your organization to either an industry standard, or a similar organization in your industry, it does help you determine what areas your company needs to improve upon. Wouldn't that imply that a change to your operation needs to take place? Or is it not correct because benchmarking (the process itself) does not imply that there is, or is not a gap, it is just a comparison?

I would have thought letter C would have been the statement you should not send to your staff. Companies do have to be able to budget for, and account for, expenses related to benchmarking, but that is not directly related to the purpose of why you are benchmarking.

@Shane-Eack said in ITIL CSI Methods and Techniques Question:

Which statement would you not use in an email to staff regarding the purposes and value of benchmarking?

A benchmark can be spur initiating prioritization of where to begin formal process improvement.

The value of benchmarking must clearly display the gaps, identify the risks of those the gaps, could generate prioritization of development activities and facilitate communication of this information.

B, is introducing the rationale into the necessary changes. I would see B as being what procedes the value of benchmarking.

I could be wrong but maybe others would share here too.