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ITIL4-DPI Certification Cost | Valid ITIL4-DPI Test Sample

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Valid ITIL ITIL4-DPI Test Sample, Valid ITIL4-DPI Test Blueprint

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ITIL ITIL4-DPI Exam Syllabus Topics:

Topic
Details

Topic 1

Continual Improvement: This section of the exam measures skills of Compliance Officers and explores the principles of continual improvement. It encourages the use of data, feedback, and structured practices to enhance services and adapt processes over time.

Topic 2

Organization Change Management:This section of the exam measures skills of IT Service Managers and explains the role of organizational change management in IT service management.

Topic 3

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.

Topic 4

Planning: This section of the exam measures skills of Compliance Officers and emphasizes the principles of accurate planning. It ensures candidates understand how to define requirements and use proven methods to deliver results effectively.

ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q10-Q15):

NEW QUESTION # 10
An organization is drafting a plan to achieve its strategic goals and is ensuring that they consider the involvement of all appropriate stakeholders at all levels in the organization.
Which guiding principle are they applying?

A. Keep it simple and practical
B. Collaborate and promote visibility
C. Think and work holistically
D. Focus on value

Answer: B

Explanation:
The DPI guidance emphasizescollaboration and visibilityas essential principles in planning. By ensuringall stakeholders at every level are engaged, the organization promotes shared ownership and transparency.
"Focus on value" (A) targets alignment to business outcomes, "Think and work holistically" (B) refers to systems thinking, and "Keep it simple and practical" (D) ensures clarity. The scenario most directly reflects collaboration and visibility.
(Reference: ITIL 4 Strategist DPI, section on "Guiding principles - Collaborate and promote visibility")

NEW QUESTION # 11
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. Agree a method for involving the support team in financial decisions
B. Initiate a discussion with the support group to understand their preferred method of communication
C. Inform the support team that they will receive regular email updates
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 # 12
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

A. Implement the policy for service desk staff before informing other affected support teams
B. Ensure that any identified exceptions are excluded from the policy to improve clarity
C. Ensure that all teams involved in incident resolution collaborate in the development of the policy
D. Engage with stakeholders to ensure that as much detail as possible is included in the policy

Answer: C

Explanation:
DPI emphasizes thatpolicies must be co-created and supported across all stakeholdersto be effective. By ensuring all teams involved in incident resolution collaborate in developing the policy, the organization promotesbuy-in, shared ownership, and alignment. Excluding exceptions (A) may cause operational issues, C undermines collaboration, and D risks overcomplication.Collaborative designis a principle of both OCM and DPI governance.
(Reference: ITIL 4 Strategist DPI, section on "Policy creation - stakeholder involvement and collaboration")

NEW QUESTION # 13
Which statement describes the influence of services on service consumers' outcomes, costs, and risks?

A. A service should introduce fewer costs than it removes
B. Services can negatively affect some outcomes while supporting others
C. Services remove risks from service consumers without introducing new ones
D. The key benefit of services is to reduce costs and risks

Answer: B

Explanation:
DPI explains that servicesinfluence consumer outcomes, costs, and risksin complex ways. They may enable desired outcomes while also introducing new costs and risks. Thus, services cansupport some outcomes and negatively affect others. They never remove all risks (contradicts B), cost reduction is not the sole benefit (contradicts C), and D oversimplifies the cost-value relationship.
(Reference: ITIL 4 Strategist DPI, section on "Understanding value, outcomes, costs, and risks")

NEW QUESTION # 14
An internet service provider has recently acquired a smaller competitor and has performed an analysis of internal and external factors affecting both companies. The competitor was acquired because of their popularity in the market due to excellent service levels. The management are about to integrate the staff and practices of the two organizations and would like to ensure that this is successful.
Which assessment method is BEST for them to adopt?

A. Strengths, weaknesses, opportunities, threats (SWOT)
B. SLA achievement
C. Change readiness
D. Customer/user satisfaction

Answer: A

Explanation:
DPI highlightsSWOT analysisas a key assessment tool for mergers, acquisitions, or major integrations.
SWOT helps organizations understandinternal capabilities (strengths/weaknesses)andexternal market factors (opportunities/threats). This is critical when combining practices and cultures to ensure strengths are leveraged and weaknesses are mitigated. Customer satisfaction (B) and SLA analysis (D) are narrow operational measures. Change readiness (C) is useful but does not fully assess strategic alignment.
(Reference: ITIL 4 Strategist DPI, section on "Assessment methods - SWOT analysis in organizational change")

NEW QUESTION # 15
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