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ITIL ITIL4-DPI Exam Syllabus Topics:

Topic	Details
Topic 1	Organization Change Management:This section of the exam measures skills of IT Service Managers and explains the role of organizational change management in IT service management.
Topic 2	Communication and Collaboration: This section of the exam measures skills of IT Service Managers and focuses on improving communication and collaboration across departments and stakeholders. It highlights how better interaction supports the successful delivery of IT services.
Topic 3	Key Concepts: This section of the exam measures skills of IT Service Managers and covers the essential ideas of ITIL 4 Direct, Plan, and Improve. It introduces the importance of creating value by balancing outcomes, costs, and risks within IT service management.
Topic 4	Service Performance Metrics: This section of the exam measures skills of IT Service Managers and emphasizes the use of Key Performance Indicators. It highlights how to select, define, and apply metrics to evaluate the efficiency and effectiveness of IT services and processes.

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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q35-Q40):

NEW QUESTION # 35
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. 5% reduction in number of complaints to the service desk by the end of the year
B. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
C. Increase in wi-fi service reliability by the end of quarter 2
D. 5% increase in user satisfaction scores for the wi-fi service

Answer: B

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 # 36
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. Think and work holistically
B. Focus on value
C. Keep it simple and practical
D. Collaborate and promote visibility

Answer: D

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 # 37
A company is starting a digital transformation effort that will require significant changes in how IT operates.
The CIO hired consultants to assess the IT department, and they identified a number of improvements that would increase customer value.
Which approach would BEST prioritize improvement outcomes?

A. Prioritize outcomes that reduce waste the most, which will ensure efficient use of the organization's resources
B. Prioritize outcomes that move the organization closer to its vision, which will maximize value for all stakeholders
C. Prioritize outcomes that can be achieved with the least effort, which will help create momentum for future improvements
D. Prioritize outcomes that impact staff the least, which will help staff develop confidence in making improvements

Answer: B

Explanation:
DPI emphasizes that improvements should be prioritized based onstrategic alignment with the organizational vision. This ensures that the most valuable outcomes are delivered first, maximizing stakeholder benefit. While "quick wins" (A), minimizing staff disruption (B), and waste reduction (D) are important considerations, they are secondary tomoving closer to the strategic vision.
(Reference: ITIL 4 Strategist DPI, section on "Prioritizing improvements - alignment with vision and strategy")

NEW QUESTION # 38
An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement.
Which is an appropriate method for this?

A. Provide responses to frequently asked questions (FAQ) on a website
B. Send frequent email updates explaining the importance of the change
C. Provide managers with the tools they need to manage people through the change
D. Ask managers to provide information about staff attitudes to the change

Answer: C

Explanation:
In DPI, effective OCM requiresequipping managers with tools and methodsto gather feedback and support their teams. This enablesdirect two-way communicationand trust-building. Options A, B, and C are one-way communication or indirect channels, which limit genuine feedback. DPI emphasizes thatline managers are closest to employeesand play a key role in gauging attitudes, resistance, and suggestions.
(Reference: ITIL 4 Strategist DPI, section on "Organizational change management - feedback and manager involvement")

NEW QUESTION # 39
Which BEST describes the relationship between planning and risk?

A. Planning should always consider risks and how to mitigate them
B. Planning is a high-level function, risk management is a tactical activity
C. Risk management is the exclusive domain of dedicated risk managers
D. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

Answer: A

Explanation:
In DPI,planning and risk management are inseparable. Every plan should consider uncertainties and include mitigation strategies. Option B captures this integration directly. Option A is misleading: both planning and risk management happen at all levels. Option C partially reflects the relationship but is incomplete. Option D contradicts DPI guidance:risk management is an organizational responsibility, not just for specialists.
(Reference: ITIL 4 Strategist DPI, section on "Integration of planning and risk management")

NEW QUESTION # 40
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