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ITIL ITIL4-DPI Exam Overview:

Certification Vendor:	AXELOS / PeopleCert
Exam Name:	ITIL® 4 Strategist: Direct, Plan and Improve (DPI) Exam
Exam Number:	ITIL4-DPI
Available Languages:	Chinese, Japanese, Polish, Portuguese (Brazil), Italian, Spanish, German, English, French
Passing Score:	70% (28/40)
Real Exam Qty:	40
Exam Format:	Closed book, Multiple choice, Single & multiple response items
Related Certifications:	ITIL 4 Foundation ITIL 4 Strategic Leader ITIL 4 Managing Professional
Exam Price:	€350 - €450 / $380 - $490 (varies by region)
Exam Duration:	90 (113 for non-native speakers)
Certificate Validity Period:	3 years
Recommended Training:	AXELOS Accredited Training Providers
Exam Registration:	PeopleCert Official Registration
Sample Questions:	ITIL ITIL4-DPI Sample Questions
Exam Way:	Online remote proctored / Onsite at test centers
Pre Condition:	ITIL 4 Foundation OR ITIL v3 Foundation certification; completion of accredited training
Official Syllabus URL:	https://www.axelos.com/certifications/itil-certifications/itil-4-strategist-direct-plan-and-improve

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ITIL ITIL4-DPI Exam Syllabus Topics:

Topic	Details
Topic 1	Governance and Compliance: This section of the exam measures skills of Compliance Officers and focuses on establishing governance structures that align with organizational needs. It also ensures that regulations, standards, and policies are followed consistently to maintain accountability.
Topic 2	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 3	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.
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.

ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q40-Q45):

NEW QUESTION # 40
A company has a new, global line of business that has changed how the IT department supports the systems.
Recognizing the need for two-way communication for the required changes, IT managers need better ways of obtaining feedback.
Which describes the BEST approach for establishing effective feedback channels?

A. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
B. Establish office hours where staff are encouraged to visit without appointments and discuss their concerns
C. Publish a printed weekly newsletter that clearly and consistently communicates change
D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

Answer: D

Explanation:
DPI emphasizesusing existing, familiar, and effective communication channelsto encourage staff feedback and engagement. By leveraging collaboration tools that teams already use (Option A), managers minimize resistance and maximize participation. Option B is localized and limited in scale. Option C delays feedback until a project is implemented. Option D is one-way communication, not interactive.
(Reference: ITIL 4 Strategist DPI, section on "OCM - communication and feedback channels")

NEW QUESTION # 41
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. Increase in wi-fi service reliability by the end of quarter 2
C. 5% reduction in number of complaints to the service desk by the end of the year
D. 5% increase in user satisfaction scores for the wi-fi service

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 # 42
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. Addressing the four dimensions
B. Organizational change management
C. Collecting feedback
D. Elimination of waste

Answer: D

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 # 43
A service provider is improving its 'service desk' practice and has established the success factor:"improved user satisfaction with the service desk." Which is the BEST key performance indicator for measuring this?

A. 10% increase in calls resolved without escalation by end of the year
B. Accelerate service request fulfilment by the end of quarter 2
C. Increase average time to answer phones by 5%
D. Reduce time to resolve the underlying cause of incidents

Answer: A

Explanation:
DPI stresses that KPIs should directly measureprogress toward the defined success factor. Here, the success factor isimproved user satisfaction with the service desk. Increasing the number of calls resolvedwithout escalation(Option B) directly contributes to satisfaction: faster resolutions, fewer transfers, and better customer experience. Options A and C measure efficiency but not directly user satisfaction. Option D worsens satisfaction by increasing wait times.
(Reference: ITIL 4 Strategist DPI, section on "Defining and measuring critical success factors and KPIs")

NEW QUESTION # 44
An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.
Which is the BEST description of the team's role in this situation?

A. The team should focus on the improvement of the 'continual improvement' practice
B. The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements
C. The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
D. The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model

Answer: C

Explanation:
According to DPI, thecontinual improvement team's role is to promote a culture of improvementacross the organization. Their purpose is not to own every improvement but toempower all staff to recognize and propose improvements. By enabling knowledge, training, and cultural reinforcement, they encourage everyone to participate. Options A and C are too narrow, and D is too rigid since the continual improvement model isguidance, not a strict sequence.
(Reference: ITIL 4 Strategist DPI, section on "Continual improvement culture and responsibilities")

NEW QUESTION # 45
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