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ITIL4-DPI Reliable Dumps Ppt | New ITIL4-DPI Test Objectives
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P.S. Free 2026 ITIL ITIL4-DPI dumps are available on Google Drive shared by PassCollection: https://drive.google.com/open?id=1fCQn5HtJw68yW5WYXDTaRN87fXiFAfnI
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ITIL ITIL4-DPI Exam Syllabus Topics:| Topic | Details | | Topic 1 | - Risk Management: This section of the exam measures skills of IT Service Managers and provides an understanding of risk management in IT services. It focuses on helping organizations anticipate, minimize, and respond effectively to potential disruptions or losses.
| | Topic 2 | - 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 3 | - 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 4 | - 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 5 | - 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.
| | Topic 6 | - Value Stream Mapping: This section of the exam measures skills of Compliance Officers and covers the use of value stream mapping. It shows how identifying process inefficiencies and improving workflows can optimize the overall delivery of value.
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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q29-Q34):NEW QUESTION # 29
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. Circulate detailed guidelines to users for using the self-service portal to request access to IT services
- B. Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions
- C. Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
- D. Provide guidelines outlining the difference from previous methods of requesting access to IT services
Answer: B
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 # 30
An organization is transitioning to a new customer relationship management (CRM) system with the aim of expanding its customer base and increasing customer retention. The new cloud-based system will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative has many critics who are concerned with lack of resources.
Which stakeholder's support for this initiative is MOST needed to obtain necessary resources and overcome concerns?
- A. Information Security Manager
- B. Service Level Manager
- C. Director of Sales
- D. Call Centre Manager
Answer: C
Explanation:
In ITIL 4 DPI,governance ensures that high-cost, high-priority initiatives align with strategic direction.
For initiatives that affectcustomer base and retention,executive sponsorship is crucialto secure resources and overcome resistance. TheDirector of Salesis the key stakeholder since this system directly impacts sales growth and customer management. While service level, security, and call centre roles are important operationally, only executive-level oversight ensures the initiative is prioritized and funded.
(Reference: ITIL 4 Strategist DPI, section on "Governance at multiple levels - Strategic oversight and sponsorship")
NEW QUESTION # 31
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. Increase average time to answer phones by 5%
- B. Accelerate service request fulfilment by the end of quarter 2
- C. 10% increase in calls resolved without escalation by end of the year
- D. Reduce time to resolve the underlying cause of incidents
Answer: C
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 # 32
When planning a new service, which three factors should be considered when defining the value that the service will create?
- A. Cost, risks, and outcomes
- B. Measures, methods, and metrics
- C. Goals, success factors, and key performance indicators
- D. Efficiency, effectiveness, and outcomes
Answer: A
Explanation:
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")
NEW QUESTION # 33
A service provider has developed a strategy to increase its revenue by launching a new cloud storage service.
This strategy is being cascaded down to the technical teams.
Which is a relevant objective that will support the strategy?
- A. Increase profit by launching new wi-fi services into new geographic markets
- B. Design and implement new infrastructure by the end of quarter 2
- C. Achieve a 10% increase in service requests fulfilled in the target time
- D. Average number of storage access failures per month
Answer: B
Explanation:
ITIL DPI emphasizes thatobjectives must cascade logically from strategy into actionable plans. Since the strategic goal is to launch anew cloud storage service, the technical objective must directly support that initiative. "Design and implement new infrastructure by the end of quarter 2" is aligned, measurable, and time- bound. The other options either do not directly relate to the cloud service (B, C) or are ongoing operational metrics (A), not strategic enablers.
(Reference: ITIL 4 Strategist DPI, section on "Cascading objectives and alignment with strategy")
NEW QUESTION # 34
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