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| Section | Objectives |
|---|---|
| Topic 1: Understand the key concepts of Direct, Plan and Improve | - Improvement
- Risks - Operating model |
| Topic 2: Understand and use key principles and methods of continual improvement | - Toyota Kata - Agile - Assessment - Continual improvement model - Lean - Six Sigma - Build an improvement roadmap |
| Topic 3: Understand and use key principles and methods of direction and planning | - Cascade goals and requirements - Business planning - Define effective policies, controls and guidelines - Strategic planning - Operational planning - Place decision-making authority at the correct level |
| Topic 4: Understand and use key principles and methods of measurement and reporting | - Define metrics and KPIs - Basics of measurement and reporting - Interpreting reports - Types of metrics |
| Topic 5: Understand the role of governance, risk and compliance | - Risk
- Governance
|
| Topic 6: Understand and use the principles and methods of Organizational Change Management (OCM) | - Organizational culture - Communication - Resistance management - Stakeholder management - Change leadership |
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NEW QUESTION # 28
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: C
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 # 29
An organization is transitioning to a new customer relationship management (CRM) system with the aim of expanding its customer base and increasing customer retention. The new cloud-based system will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative has many critics who are concerned with lack of resources.
Which stakeholder's support for this initiative is MOST needed to obtain necessary resources and overcome concerns?
Answer: C
Explanation:
In ITIL 4 DPI,governance ensures that high-cost, high-priority initiatives align with strategic direction.
For initiatives that affectcustomer base and retention,executive sponsorship is crucialto secure resources and overcome resistance. TheDirector of Salesis the key stakeholder since this system directly impacts sales growth and customer management. While service level, security, and call centre roles are important operationally, only executive-level oversight ensures the initiative is prioritized and funded.
(Reference: ITIL 4 Strategist DPI, section on "Governance at multiple levels - Strategic oversight and sponsorship")
NEW QUESTION # 30
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?
Answer: D
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 # 31
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?
Answer: C
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 # 32
Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?
Answer: A
Explanation:
Thecontinual improvement modelin ITIL DPI explicitly requires reviewing data and performance outcomes to determine what is successful and what requires adjustment. This is the essence ofimprovement-using measurement and feedback to guide future action. Direction (A) and vision (D) are long-term guiding elements, while planning (B) organizes work. Onlyimprovementis about data-driven reflection and adaptation.
(Reference: ITIL 4 Strategist DPI, section on "Continual improvement model - steps to evaluate and adapt")
NEW QUESTION # 33
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