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NEW QUESTION # 25
An organization has determined that a significant percentage of incidents have delayed resolutions because they are escalated to the wrong team, and need to be reassigned before they can be resolved. They plan to improve the flow of work by improving the accuracy of incident escalation.
What is this an example of?
- A. Collecting feedback
- B. Elimination of waste
- C. Organizational change management
- D. Addressing the four dimensions
Answer: B
Explanation:
ITIL DPI appliesLean principlessuch as theelimination of waste. Repeated reassignments and delays in incident handling represent a form of waste in workflow. Improving accuracy of escalation removes unnecessary handoffs and accelerates resolution, optimizing flow. This aligns with Lean-inspired waste elimination. OCM (D) is about managing people through change, not fixing workflow inefficiencies.
(Reference: ITIL 4 Strategist DPI, section on "Lean principles - eliminate waste and optimize flow")
NEW QUESTION # 26
Which describes 'scope of control'?
- A. The set of risks that are owned and assessed by a department manager
- B. The number of managers to whom an individual must provide regular reports
- C. The content of a service improvement plan
- D. The extent to which a manager can direct the actions of team members
Answer: D
Explanation:
In DPI,scope of controlrefers to theauthority and influence a manager has over people and activities. It defines how far their decision-making power extends-essential for ensuring clarity in governance and accountability. It is not about risks owned (B), reporting relationships (D), or specific improvement content (A).
(Reference: ITIL 4 Strategist DPI, section on "Governance structures - scope of control vs. span of control")
NEW QUESTION # 27
Which type of plan would outline the organizational vision for a multi-year infrastructure expansion?
- A. Tactical
- B. Operational
- C. Strategic
- D. Project
Answer: C
Explanation:
According to ITIL DPI, planning occurs atstrategic, tactical, and operational levels. Astrategic plandefines long-term direction, includingmulti-year infrastructure expansionthat aligns with business goals. Tactical plans break this down into departmental objectives, while operational plans manage day-to-day execution.
Project plans are temporary and specific but not long-term vision documents.
(Reference: ITIL 4 Strategist DPI, section on "Planning levels - strategic, tactical, operational")
NEW QUESTION # 28
In an organization, IT teams are working on documented, structured, and systematic processes for all customer-facing work.
Which concept is this an example of?
- A. A balanced scorecard
- B. A risk
- C. A control
- D. A method
Answer: D
Explanation:
In DPI, amethodis defined as a structured and systematic approach to performing work, ensuring consistency and repeatability. Documented processes for customer-facing work represent methods applied to service management. Acontrolis something put in place to manage risk, abalanced scorecardis a performance measurement tool, and ariskis a potential event. Hence, "method" is the correct categorization.
(Reference: ITIL 4 Strategist DPI, section on "Policies, controls, and methods")
NEW QUESTION # 29
An organization is drafting a plan to achieve its strategic goals and is ensuring that they consider the involvement of all appropriate stakeholders at all levels in the organization.
Which guiding principle are they applying?
- A. Focus on value
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Keep it simple and practical
Answer: B
Explanation:
The DPI guidance emphasizescollaboration and visibilityas essential principles in planning. By ensuringall stakeholders at every level are engaged, the organization promotes shared ownership and transparency.
"Focus on value" (A) targets alignment to business outcomes, "Think and work holistically" (B) refers to systems thinking, and "Keep it simple and practical" (D) ensures clarity. The scenario most directly reflects collaboration and visibility.
(Reference: ITIL 4 Strategist DPI, section on "Guiding principles - Collaborate and promote visibility")
NEW QUESTION # 30
An organization is transitioning to a new customer relationship management (CRM) system with the aim of expanding its customer base and increasing customer retention. The new cloud-based system will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative has many critics who are concerned with lack of resources.
Which stakeholder's support for this initiative is MOST needed to obtain necessary resources and overcome concerns?
- A. Director of Sales
- B. Service Level Manager
- C. Information Security Manager
- D. Call Centre Manager
Answer: A
Explanation:
In ITIL 4 DPI,governance ensures that high-cost, high-priority initiatives align with strategic direction.
For initiatives that affectcustomer base and retention,executive sponsorship is crucialto secure resources and overcome resistance. TheDirector of Salesis the key stakeholder since this system directly impacts sales growth and customer management. While service level, security, and call centre roles are important operationally, only executive-level oversight ensures the initiative is prioritized and funded.
(Reference: ITIL 4 Strategist DPI, section on "Governance at multiple levels - Strategic oversight and sponsorship")
NEW QUESTION # 31
A service provider has experienced a number of problems with their cloud storage service that have caused service outages. Problem management has successfully identified the cause of each incident, but further improvements to the service are considered necessary.
Which is the BEST example of using the 'continual improvement model' to guide improvements to the service?
- A. Use the model to identify and prioritize improvements to the cloud storage service
- B. Use the model to restore and recover the cloud storage service each time the service fails
- C. Use the model to identify and compare improvements to the 'problem management' practice
- D. Use the model to assess and authorize changes to improve the cloud storage service
Answer: A
Explanation:
Thecontinual improvement modelis applied to evaluate, prioritize, and implement improvements across services, practices, and processes. Here, the focus is thecloud storage service, not just the practice of problem management. Option B reflects the model's purpose-identify improvement opportunities, assess priorities, and act to prevent recurrence of failures. Options A, C, and D misapply the model to either specific practices or operational recovery, not holistic improvement.
(Reference: ITIL 4 Strategist DPI, section on "Applying the continual improvement model to services and practices")
NEW QUESTION # 32
Which statement describes the influence of services on service consumers' outcomes, costs, and risks?
- A. A service should introduce fewer costs than it removes
- B. Services can negatively affect some outcomes while supporting others
- C. Services remove risks from service consumers without introducing new ones
- D. The key benefit of services is to reduce costs and risks
Answer: B
Explanation:
DPI explains that servicesinfluence consumer outcomes, costs, and risksin complex ways. They may enable desired outcomes while also introducing new costs and risks. Thus, services cansupport some outcomes and negatively affect others. They never remove all risks (contradicts B), cost reduction is not the sole benefit (contradicts C), and D oversimplifies the cost-value relationship.
(Reference: ITIL 4 Strategist DPI, section on "Understanding value, outcomes, costs, and risks")
NEW QUESTION # 33
An IT department is functioning as a service provider for the company it is a part of.
Which statement about this provider's governance is CORRECT?
- A. An internal service provider is not subject to governance because they are part of the same company
- B. An internal service provider cannot govern itself unless it has specifically delegated the authority by the company's governing body
- C. An internal service provider's governance is limited to external factors such as regulations and legislation
- D. An internal service provider must use the service value system instead of governance
Answer: B
Explanation:
DPI clarifies thatgovernance always comes from the organization's governing body. Internal service providers do not operate independently; they must follow the governance structures of the parent organization. They may only self-governif explicitly delegated authority. Option A is incorrect (governance covers internal and external). Option B is false-governance always applies. Option D is misleading; theSVS supports governance, not replaces it.
(Reference: ITIL 4 Strategist DPI, section on "Governance in internal and external service provider contexts")
NEW QUESTION # 34
A manager is planning which interfaces will be needed across the value stream when a new service is created.
Which of these steps should be carried out FIRST?
- A. Identify tools that will be used to develop and deploy the service
- B. Identify practices that will be used to create and manage the service
- C. Identify utility and warranty requirements for the service
- D. Identify and involve stakeholders in the service
Answer: D
Explanation:
According to DPI, thefirst step in value stream planning is to involve stakeholders. Stakeholders help identify requirements, expectations, and dependencies, ensuring the value stream design supportsutility (fit for purpose) and warranty (fit for use). Tools and practices (A and B) come later, once needs are clarified.
Utility and warranty requirements (C) are critical, but they must be establishedwith stakeholder input, not in isolation.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - stakeholder involvement in design")
NEW QUESTION # 35
An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.
What would be a suitable SMART KPI for measuring this improvement?
- A. User satisfaction with the application measured in a monthly survey increases by 30% over the next six months
- B. Customer satisfaction with the application measured by using net promoter score increases by 5% each year
- C. A significant number of user interface improvements implemented over the next six months
- D. Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months
Answer: A
Explanation:
In DPI, KPIs must beSMART(Specific, Measurable, Achievable, Relevant, Time-bound). Option B is the only one that fully meets SMART criteria:
* Specific (user satisfaction with the application),
* Measurable (30% increase),
* Achievable (reasonable improvement target),
* Relevant (directly tied to usability),
* Time-bound (six months).
Options A and D lack measurable objectivity, while C is too broad and long-term.
(Reference: ITIL 4 Strategist DPI, section on "Measurement and reporting - setting SMART objectives and KPIs")
NEW QUESTION # 36
At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it.
Which organizational change management requirement does this MOST contribute to?
- A. Willing and prepared participants
- B. Strong and committed leadership
- C. Clear and relevant objectives
- D. Sustained improvement
Answer: A
Explanation:
DPI emphasizes thatOCM must create willing and prepared participantsby providing clarity on the change's purpose and encouraging open discussion. This builds trust, reduces resistance, and increases engagement. Objectives (A) and leadership (B) are important but are managerial aspects, not participant readiness. Sustained improvement (D) occurs later. The direct outcome of early communication and dialogue isprepared participants.
(Reference: ITIL 4 Strategist DPI, section on "Organizational change management - preparing participants")
NEW QUESTION # 37
Which type of plan would outline the organizational vision for a multi-year infrastructure expansion?
- A. Tactical
- B. Operational
- C. Strategic
- D. Project
Answer: C
Explanation:
According to ITIL DPI, planning occurs atstrategic, tactical, and operational levels. Astrategic plandefines long-term direction, includingmulti-year infrastructure expansionthat aligns with business goals. Tactical plans break this down into departmental objectives, while operational plans manage day-to-day execution.
Project plans are temporary and specific but not long-term vision documents.
(Reference: ITIL 4 Strategist DPI, section on "Planning levels - strategic, tactical, operational")
NEW QUESTION # 38
What is the difference between a policy and a control?
- A. Policies are defined by governance, controls are defined by management
- B. Policies focus on organizations and people, controls focus on information and technology
- C. A control is a type of policy that directs staff behaviour
- D. A policy is a type of control that states what management expects
Answer: A
Explanation:
In ITIL 4 DPI,policiesare the high-level expectations, rules, or guidelines that are defined by the organization' sgoverning body. They establish the framework for decision-making and behaviour.Controls, on the other hand, are management mechanisms used to enforce policies and ensure compliance. Thus, policies come from governance, while controls are implemented bymanagementto enforce those policies.
(Reference: ITIL 4 Strategist DPI, section on "Policies, controls, and guidelines - governance vs.
management responsibilities")
NEW QUESTION # 39
A service provider has established the success factor of:"improved availability of wi-fi service." Using the SMART model, which is the BEST key performance indicator to use to measure this?
- A. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
- B. 5% reduction in number of complaints to the service desk by the end of the year
- C. 5% increase in user satisfaction scores for the wi-fi service
- D. Increase in wi-fi service reliability by the end of quarter 2
Answer: A
Explanation:
SMART KPIs must beSpecific, Measurable, Achievable, Relevant, and Time-bound. Option A is specific towi-fi availability, measurable (10% increase), achievable, relevant, and time-bound (by end of Q3). Options B and C measure perceptions (complaints/satisfaction) but are indirect. Option D lacks a measurable percentage or defined metric. DPI stresses that success factors should be measured byclear, objective performance outcomes, not just subjective satisfaction.
(Reference: ITIL 4 Strategist DPI, section on "Defining and measuring critical success factors and KPIs")
NEW QUESTION # 40
Which is a result of an organization following the local laws of a country where it operates?
- A. Improved governance
- B. Improved compliance
- C. Increased risk
- D. Increased value
Answer: B
Explanation:
DPI highlights thatcompliancerefers to meetinglegal, regulatory, and policy requirements. By following local laws, the organization ensuresimproved compliance. Governance (A) is the system of oversight but does not automatically result from law adherence. Risks (B) are reduced, not increased, by compliance. Value (D) is indirectly supported but not guaranteed. Thus, compliance is the direct outcome.
(Reference: ITIL 4 Strategist DPI, section on "Governance, risk, and compliance (GRC)")
NEW QUESTION # 41
A service provider has a small technical support team, who are based in a remote location and provide support to a critical service. The support group have a reputation for providing excellent service. Head office, who control budget decisions, are implementing an improvement project for the service.
What should the service provider do FIRST to identify the support team's involvement in the project?
- A. Agree a method for involving the support team in financial decisions
- B. Inform the support team that they will receive regular email updates
- C. Initiate a discussion with the support group to understand their preferred method of communication
- D. Use the same method of communication as agreed with all project stakeholders
Answer: C
Explanation:
DPI's OCM guidance emphasizesengaging stakeholders earlyand ensuring communication methods are tailored to their needs. By first discussing preferred communication methods with the remote support team (B), the organization ensures their active involvement and reduces the risk of disengagement. Option A is one- way communication. Option C is irrelevant (they don't make financial decisions). Option D assumes one-size- fits-all, which contradicts DPI's principle ofstakeholder-specific communication.
(Reference: ITIL 4 Strategist DPI, section on "OCM - stakeholder engagement and communication planning")
NEW QUESTION # 42
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