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ITIL ITIL4-DPI Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Core Concepts and Principles of DPI	15%	- Relationship with Service Value System and guiding principles - Purpose, scope and value of Direct, Plan and Improve
Topic 2: Continual Improvement	20%	- ITIL Continual Improvement Model - Assessment methods, prioritization and business case - Embedding improvement culture and practices
Topic 3: Scoping and Direction	20%	- Defining scope, authority and accountability - Cascading goals, policies and decision rights
Topic 4: Organizational Change and Communication	15%	- Stakeholder engagement and communication strategies - Organizational Change Management (OCM) principles
Topic 5: Measurement, Reporting and Value Streams	15%	- Value stream mapping and optimization - Aligning plans and improvements across value streams - Metrics, indicators and KPI design
Topic 6: Governance, Risk and Compliance (GRC)	15%	- Risk management principles and application - Role of governance in service management - Compliance and control frameworks

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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q25-Q30):

NEW QUESTION # 25
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. Inform the support team that they will receive regular email updates
B. Initiate a discussion with the support group to understand their preferred method of communication
C. Agree a method for involving the support team in financial decisions
D. Use the same method of communication as agreed with all project stakeholders

Answer: B

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 # 26
A service provider is implementing a new self-service portal for users to request access to IT services. The portal will be made available to 5000 users across 50 sites.
Which is the BEST guidance for producing guidelines for users of the self-service portal?

A. Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions
B. Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
C. Provide guidelines outlining the difference from previous methods of requesting access to IT services
D. Circulate detailed guidelines to users for using the self-service portal to request access to IT services

Answer: A

Explanation:
DPI and the guiding principle"Keep it simple and practical"stress that guidance should beclear, concise, and user-friendly. With 5000 users, simple guidelines prevent confusion and reduce support overhead.
Explicit instructions onwho to contact for exceptionsensures smooth adoption. Options A and D risk overwhelming users with detail, while B shifts responsibility to the service desk instead of empowering users.
(Reference: ITIL 4 Strategist DPI, section on "Organizational change management - communication and adoption support")

NEW QUESTION # 27
What is the difference between a policy and a control?

A. A policy is a type of control that states what management expects
B. Policies focus on organizations and people, controls focus on information and technology
C. Policies are defined by governance, controls are defined by management
D. A control is a type of policy that directs staff behaviour

Answer: C

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 # 28
Which BEST describes a value stream?

A. Steps that add value to a unit of work being processed in the service value chain
B. A structured approach to organizational change, so that staff members feel valued
C. The way an organization applies specific resources to tasks
D. A flexible and simple guide that supports improvement initiatives

Answer: A

Explanation:
DPI defines avalue streamas "a series of steps an organization undertakes to create and deliver products and services to consumers." It describeshow value is created and flowsthrough the service value chain. Option A directly reflects this definition. Options B, C, and D refer to resources, guidance, or change management, not the definition of value streams.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - definition and purpose")

NEW QUESTION # 29
Which BEST describes the relationship between planning and risk?

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

Answer: C

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 # 30
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