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[General] Quiz ITIL - ITIL4-DPI - ITIL 4 Strategist: Direct, Plan and Improve (DPI)–Trusta

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【General】 Quiz ITIL - ITIL4-DPI - ITIL 4 Strategist: Direct, Plan and Improve (DPI)–Trusta

Posted at 1/17/2026 09:43:02      View：29 | Replies：0        Print      Only Author   [Copy Link] 1#
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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q22-Q27):NEW QUESTION # 22
A legacy financial system requires the user to manually enter the time and date of transactions to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are TWO effective controls that could improve compliance?
* Modify the application to automatically add the current date and time when a transaction is entered
* Establish a communication plan to remind users of the importance of including the date and time on transactions
* Develop a goals cascade so that all staff know their role in achieving company goals
* Create a report showing non-compliant records and take appropriate action to correct them
  • A. 2 and 3
  • B. 3 and 4
  • C. 1 and 4
  • D. 1 and 2
Answer: C
Explanation:
In DPI,controls are mechanisms to ensure compliance and mitigate risks. Modifying the system to auto- capture date/time (1) is apreventive control, while reporting and correcting non-compliant records (4) is a detective control. Together, these are effective and practical. Communication plans (2) and goals cascades (3) improve awareness but do not guarantee compliance. DPI stresses thattechnical and reporting controls are stronger than relying on human reminders.
(Reference: ITIL 4 Strategist DPI, section on "Controls - preventive and detective mechanisms in governance")

NEW QUESTION # 23
An IT department is functioning as a service provider for the company it is a part of.
Which statement about this provider's governance is CORRECT?
  • A. An internal service provider is not subject to governance because they are part of the same company
  • B. An internal service provider cannot govern itself unless it has specifically delegated the authority by the company's governing body
  • C. An internal service provider must use the service value system instead of governance
  • D. An internal service provider's governance is limited to external factors such as regulations and legislation
Answer: B
Explanation:
DPI clarifies thatgovernance always comes from the organization's governing body. Internal service providers do not operate independently; they must follow the governance structures of the parent organization. They may only self-governif explicitly delegated authority. Option A is incorrect (governance covers internal and external). Option B is false-governance always applies. Option D is misleading; theSVS supports governance, not replaces it.
(Reference: ITIL 4 Strategist DPI, section on "Governance in internal and external service provider contexts")

NEW QUESTION # 24
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. Customer/user satisfaction
  • B. Change readiness
  • C. Strengths, weaknesses, opportunities, threats (SWOT)
  • D. SLA achievement
Answer: C
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 # 25
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?
  • A. Complete a SWOT analysis before starting the next project
  • B. Conduct a customer satisfaction analysis at the end of the project
  • C. Develop a stakeholder communication plan before starting the next project
  • D. Create a lessons learned report when closing the project
Answer: D
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 # 26
A service provider has experienced a number of problems with their cloud storage service that have caused service outages. Problem management has successfully identified the cause of each incident, but further improvements to the service are considered necessary.
Which is the BEST example of using the 'continual improvement model' to guide improvements to the service?
  • A. Use the model to restore and recover the cloud storage service each time the service fails
  • B. Use the model to identify and compare improvements to the 'problem management' practice
  • C. Use the model to identify and prioritize improvements to the cloud storage service
  • D. Use the model to assess and authorize changes to improve the cloud storage service
Answer: C
Explanation:
Thecontinual improvement modelis applied to evaluate, prioritize, and implement improvements across services, 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")

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