ITIL4-DPI Sample Questions Answers

DPI emphasizesgovernance by defining clear decision-making authority. High-risk or strategic decisions should remain with executives, but less critical decisions must bedelegatedthrough policies to appropriate levels of management. This prevents bottlenecks and ensures accountability while balancing governance oversight. Options A and B may reduce delays but lack structured governance, while D risks insufficient control.

(Reference: ITIL® 4 Strategist DPI, section on "Delegation of decision-making and governance structures")

In DPI, effective OCM requiresequipping managers with tools and methodsto gather feedback and support their teams. This enablesdirect two-way communicationand trust-building. Options A, B, and C are one-way communication or indirect channels, which limit genuine feedback. DPI emphasizes thatline managers are closest to employeesand play a key role in gauging attitudes, resistance, and suggestions.

(Reference: ITIL® 4 Strategist DPI, section on "Organizational change management – feedback and manager involvement")

DPI’s OCM guidance emphasizesengaging stakeholders earlyand ensuring communication methods aretailored 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")

In DPI, sustainable continual improvement requires embedding it into theorganization’s governance structures. Governance ensures accountability, decision-making, and cultural reinforcement that prevents improvements from being short-lived. Option A is part of the continual improvement model but does not ensure sustainability. Option B helps with funding, not culture. Option D is useful for visualization but not long-term adoption. Onlystrong governanceembeds continual improvement as anongoing culture.

(Reference: ITIL® 4 Strategist DPI, section on "Governance and continual improvement culture")

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")

Thecontinual improvement modelis applied to evaluate, prioritize, and implement improvements acrossservices, practices, and processes. Here, the focus is thecloud storage service, not just the practice of problem management. Option B reflects the model’s purpose—identify improvement opportunities, assess priorities, and act to prevent recurrence of failures. Options A, C, and D misapply the model to either specific practices or operational recovery, not holistic improvement.

(Reference: ITIL® 4 Strategist DPI, section on "Applying the continual improvement model to services and practices")

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")

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")

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")