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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q11-Q16):

NEW QUESTION # 11
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 be the central point of responsibility for the identification, proposal, and implementation of all improvements
B. The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
C. The team should focus on the improvement of the 'continual improvement' practice
D. The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model

Answer: B

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 # 12
Which BEST describes a value stream?

A. Steps that add value to a unit of work being processed in the service value chain
B. A structured approach to organizational change, so that staff members feel valued
C. The way an organization applies specific resources to tasks
D. A flexible and simple guide that supports improvement initiatives

Answer: A

Explanation:
DPI defines avalue streamas "a series of steps an organization undertakes to create and deliver products and services to consumers." It describeshow value is created and flowsthrough the service value chain. Option A directly reflects this definition. Options B, C, and D refer to resources, guidance, or change management, not the definition of value streams.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - definition and purpose")

NEW QUESTION # 13
An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?

A. A description of how the guiding principles will be used to implement the toolset
B. The risks to the toolset vendors of not selecting their product
C. An evaluation of organizational constraints on the use of the toolset
D. The techniques used to develop the service provider's strategy

Answer: C

Explanation:
DPI explains that a business case must include anevaluation of constraints(financial, technical, cultural, and organizational) that might affect adoption of the solution. This ensures feasibility and realistic planning.
Option A (strategy techniques) is irrelevant here. Option B is vendor-focused, not organizational. Option D (guiding principles) supports implementation but is not central to justifying the case.
(Reference: ITIL 4 Strategist DPI, section on "Business cases - evaluating options and constraints")

NEW QUESTION # 14
A CIO has made value stream mapping a key part of an IT improvement effort. A value stream map for existing services is being developed.
Which approach would produce the BEST results?

A. Ask stakeholders to document all value stream activities for which they are responsible, then assign team members to each activity to develop improvements
B. Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream
C. Ask stakeholders to collaborate to optimize and eliminate waste, and establish metrics for measuring improvement
D. Hire an organizational change management consultant to identify the attitudes, behaviours, and cultural changes that are required to make value streams more effective

Answer: C

Explanation:
According to DPI,value stream mapping is collaborative. Stakeholders must work together to identify inefficiencies, optimize flow, and agree on metrics to measure improvement. Option A removes staff engagement, leading to resistance. Option B limits collaboration to documentation, not co-design. Option C addresses change attitudes, not mapping effectiveness.Collaboration + waste elimination + measurement (Option D) reflects Lean/Agile influence in DPI.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - collaborative optimization")

NEW QUESTION # 15
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. 5% increase in user satisfaction scores for the wi-fi service
B. 5% reduction in number of complaints to the service desk by the end of the year
C. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
D. Increase in wi-fi service reliability by the end of quarter 2

Answer: C

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 # 16
......

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Nick Fisher Nick Fisher

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