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| Section | Objectives |
|---|---|
| Topic 1: Understand the key concepts of Direct, Plan and Improve | - Risks - Operating model - Methods - Planning
|
| Topic 2: Understand and use the principles and methods of Organizational Change Management (OCM) | - Stakeholder management - Change leadership - Resistance management - Communication - Organizational culture |
| Topic 3: Understand and use key principles and methods of measurement and reporting | - Basics of measurement and reporting - Types of metrics - Define metrics and KPIs - Interpreting reports |
| Topic 4: Understand and use key principles and methods of direction and planning | - Define effective policies, controls and guidelines - Place decision-making authority at the correct level - Operational planning - Cascade goals and requirements - Strategic planning - Business planning |
| Topic 5: Understand and use key principles and methods of continual improvement | - Assessment - Lean - Continual improvement model - Six Sigma - Agile - Toyota Kata - Build an improvement roadmap |
| Topic 6: Understand the role of governance, risk and compliance | - Management of risk - Risk
|
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NEW QUESTION # 22
An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization's objectives.
How can the organization ensure that all IT activities are aligned with the organization's objectives?
Answer: D
Explanation:
In DPI,alignment is achieved through cascading objectives: breaking down high-level organizational goals into increasingly detailed objectives at each layer of the organization. This ensures thatevery division, team, and activity is aligned to the overall strategic vision. Compliance controls (A) only enforce uniformity, not alignment. Risk prioritization (B) is important but narrower in scope. Collecting feedback (D) helps communication but does not ensure systematic alignment.
(Reference: ITIL 4 Strategist DPI, section on "Cascading objectives and alignment of organizational layers")
NEW QUESTION # 23
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?
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 # 24
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?
Answer: D
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 # 25
When planning a new service, which three factors should be considered when defining the value that the service will create?
Answer: C
Explanation:
The DPI guidance highlights thatvalue is defined by outcomes achieved, costs optimized, and risks reduced. When creating a new service, organizations must assess:
* Costs(resources required to deliver the service),
* Risks(potential threats to performance and adoption),
* Outcomes(the results and benefits expected).
This reflects the ITIL service value system's definition of co-creating value between provider and consumer.
(Reference: ITIL 4 Strategist DPI, section on "Value creation and value drivers")
NEW QUESTION # 26
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?
Answer: B
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 # 27
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