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| Section | Objectives |
|---|---|
| Understand and use key principles and methods of continual improvement | - Six Sigma - Continual improvement model - Lean - Agile - Build an improvement roadmap - Assessment - Toyota Kata |
| Understand the key concepts of Direct, Plan and Improve | - Operating model - Methods - Improvement
- Planning
|
| Understand and use the principles and methods of Organizational Change Management (OCM) | - Organizational culture - Resistance management - Communication - Stakeholder management - Change leadership |
| Understand the role of governance, risk and compliance | - Governance
|
| Understand and use key principles and methods of measurement and reporting | - Types of metrics - Interpreting reports - Define metrics and KPIs - Basics of measurement and reporting |
| Understand and use key principles and methods of direction and planning | - Business planning - Strategic planning - Operational planning - Place decision-making authority at the correct level - Define effective policies, controls and guidelines - Cascade goals and requirements |
>> Sample ITIL4-DPI Questions <<
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NEW QUESTION # 27
Which BEST describes the relationship between planning and risk?
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 # 28
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?
Answer: A
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 # 29
A CIO has made value stream mapping a key part of an IT improvement effort. A value stream map for existing services is being developed.
Which approach would produce the BEST results?
Answer: D
Explanation:
According to DPI,value stream mapping is collaborative. Stakeholders must work together to identify inefficiencies, optimize flow, and agree on metrics to measure improvement. Option A removes staff engagement, leading to resistance. Option B limits collaboration to documentation, not co-design. Option C addresses change attitudes, not mapping effectiveness.Collaboration + waste elimination + measurement (Option D) reflects Lean/Agile influence in DPI.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - collaborative optimization")
NEW QUESTION # 30
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?
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 # 31
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?
Answer: B
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 # 32
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