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ITIL ITIL4-DPI Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	Continual Improvement: This section of the exam measures skills of Compliance Officers and explores the principles of continual improvement. It encourages the use of data, feedback, and structured practices to enhance services and adapt processes over time.
Topic 4	Value Stream Mapping: This section of the exam measures skills of Compliance Officers and covers the use of value stream mapping. It shows how identifying process inefficiencies and improving workflows can optimize the overall delivery of value.

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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q19-Q24):

NEW QUESTION # 19
A service provider has developed a strategy to increase its revenue by launching a new cloud storage service.
This strategy is being cascaded down to the technical teams.
Which is a relevant objective that will support the strategy?

A. Increase profit by launching new wi-fi services into new geographic markets
B. Design and implement new infrastructure by the end of quarter 2
C. Achieve a 10% increase in service requests fulfilled in the target time
D. Average number of storage access failures per month

Answer: B

Explanation:
ITIL DPI emphasizes thatobjectives must cascade logically from strategy into actionable plans. Since the strategic goal is to launch anew cloud storage service, the technical objective must directly support that initiative. "Design and implement new infrastructure by the end of quarter 2" is aligned, measurable, and time- bound. The other options either do not directly relate to the cloud service (B, C) or are ongoing operational metrics (A), not strategic enablers.
(Reference: ITIL 4 Strategist DPI, section on "Cascading objectives and alignment with strategy")

NEW QUESTION # 20
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

A. Implement the policy for service desk staff before informing other affected support teams
B. Engage with stakeholders to ensure that as much detail as possible is included in the policy
C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
D. Ensure that any identified exceptions are excluded from the policy to improve clarity

Answer: C

Explanation:
DPI emphasizes thatpolicies must be co-created and supported across all stakeholdersto be effective. By ensuring all teams involved in incident resolution collaborate in developing the policy, the organization promotesbuy-in, shared ownership, and alignment. Excluding exceptions (A) may cause operational issues, C undermines collaboration, and D risks overcomplication.Collaborative designis a principle of both OCM and DPI governance.
(Reference: ITIL 4 Strategist DPI, section on "Policy creation - stakeholder involvement and collaboration")

NEW QUESTION # 21
As a result of feedback from customers received at regular service reviews, an organization with a large number of users is migrating an important IT service to a cloud service provider. The service functionality and the user interface will not change, but the availability and performance should improve.
Which communication plan is MOST appropriate?

A. Launch the project using a self-help portal to ensure maximum coverage; ensure the same message gets to customers and users
B. Explain the benefits to customers in an email; hold discussions with users to explain the changes
C. Discuss the impact of the changes on the customers at the next service review; send users an email detailing change dates and the expected benefits
D. Launch the upgraded service then discuss its effects at a future service review; use the service desk to deal with any user issues

Answer: C

Explanation:
In DPI,effective communication is critical in organizational change management. For large user bases, the communication plan must:
* Engage customers directly in reviews (two-way communication),
* Provide clear, proactive messaging to users (email with dates and benefits).
This ensures visibility and minimizes confusion. Options A and D lack adequate two-way engagement, and C provides fragmented communication. Option B reflects DPI's emphasis ontimely, consistent, and role- appropriate communication.
(Reference: ITIL 4 Strategist DPI, section on "OCM - communication and stakeholder engagement in change")

NEW QUESTION # 22
A project team recently delivered a new service on time and to specification. However, the team encountered a number of issues during the project that resulted in an increase in the resources utilized. The project is about to close and the project team will immediately move on to the next project.
Which is the BEST way to avoid similar issues in the future?

A. Create a lessons learned report when closing the project
B. Develop a stakeholder communication plan before starting the next project
C. Conduct a customer satisfaction analysis at the end of the project
D. Complete a SWOT analysis before starting the next project

Answer: A

Explanation:
In DPI, thecontinual improvement modelstresses the importance ofcapturing lessons learnedto ensure that successes and failures inform future work. By creating alessons learned reportduring project closure, the organization systematically records challenges, inefficiencies, and solutions. This enables organizational learning and prevents repeating mistakes. SWOT (B) and communication planning (D) are useful tools, but they do not directly address past project issues. Customer satisfaction analysis (C) focuses on user experience, not internal resource challenges.
(Reference: ITIL 4 Strategist DPI, section on "Continual improvement feedback and learning loops")

NEW QUESTION # 23
An internet service provider has recently acquired a smaller competitor and has performed an analysis of internal and external factors affecting both companies. The competitor was acquired because of their popularity in the market due to excellent service levels. The management are about to integrate the staff and practices of the two organizations and would like to ensure that this is successful.
Which assessment method is BEST for them to adopt?

A. Change readiness
B. Strengths, weaknesses, opportunities, threats (SWOT)
C. Customer/user satisfaction
D. SLA achievement

Answer: B

Explanation:
DPI highlightsSWOT analysisas a key assessment tool for mergers, acquisitions, or major integrations.
SWOT helps organizations understandinternal capabilities (strengths/weaknesses)andexternal market factors (opportunities/threats). This is critical when combining practices and cultures to ensure strengths are leveraged and weaknesses are mitigated. Customer satisfaction (B) and SLA analysis (D) are narrow operational measures. Change readiness (C) is useful but does not fully assess strategic alignment.
(Reference: ITIL 4 Strategist DPI, section on "Assessment methods - SWOT analysis in organizational change")

NEW QUESTION # 24
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