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[Hardware] ITIL4-DPI Latest Version & ITIL4-DPI Key Concepts

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【Hardware】 ITIL4-DPI Latest Version & ITIL4-DPI Key Concepts

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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q41-Q46):NEW QUESTION # 41
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?
  • A. 10% increase in calls resolved without escalation by end of the year
  • B. Accelerate service request fulfilment by the end of quarter 2
  • C. Reduce time to resolve the underlying cause of incidents
  • D. Increase average time to answer phones by 5%
Answer: A
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 # 42
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 identify and prioritize improvements to the cloud storage service
  • B. Use the model to restore and recover the cloud storage service each time the service fails
  • C. Use the model to identify and compare improvements to the 'problem management' practice
  • D. Use the model to assess and authorize changes to improve the cloud storage service
Answer: A
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")

NEW QUESTION # 43
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?
  • A. Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions
  • B. Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
  • C. Circulate detailed guidelines to users for using the self-service portal to request access to IT services
  • D. Provide guidelines outlining the difference from previous methods of requesting access to IT services
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 # 44
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. Use the same method of communication as agreed with all project stakeholders
  • D. Inform the support team that they will receive regular email updates
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 # 45
At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it.
Which organizational change management requirement does this MOST contribute to?
  • A. Strong and committed leadership
  • B. Sustained improvement
  • C. Clear and relevant objectives
  • D. Willing and prepared participants
Answer: D
Explanation:
DPI emphasizes thatOCM must create willing and prepared participantsby providing clarity on the change's purpose and encouraging open discussion. This builds trust, reduces resistance, and increases engagement. Objectives (A) and leadership (B) are important but are managerial aspects, not participant readiness. Sustained improvement (D) occurs later. The direct outcome of early communication and dialogue isprepared participants.
(Reference: ITIL 4 Strategist DPI, section on "Organizational change management - preparing participants")

NEW QUESTION # 46
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