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Unlimited ITIL4-DPI Exam Practice, Latest ITIL4-DPI Exam Pass4sure

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Unlimited ITIL4-DPI Exam Practice, Latest ITIL4-DPI Exam Pass4sure

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ITIL ITIL4-DPI Exam Syllabus Topics:
TopicDetails
Topic 1
  • Key Concepts: This section of the exam measures skills of IT Service Managers and covers the essential ideas of ITIL 4 Direct, Plan, and Improve. It introduces the importance of creating value by balancing outcomes, costs, and risks within IT service management.
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
  • Governance and Compliance: This section of the exam measures skills of Compliance Officers and focuses on establishing governance structures that align with organizational needs. It also ensures that regulations, standards, and policies are followed consistently to maintain accountability.
Topic 4
  • 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 5
  • 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.
Topic 6
  • 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 7
  • 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.

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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q25-Q30):NEW QUESTION # 25
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 # 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 identify and compare improvements to the 'problem management' practice
  • B. Use the model to assess and authorize changes to improve the cloud storage service
  • C. Use the model to restore and recover the cloud storage service each time the service fails
  • D. Use the model to identify and prioritize improvements to the cloud storage service
Answer: D
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 # 27
A manager is planning which interfaces will be needed across the value stream when a new service is created.
Which of these steps should be carried out FIRST?
  • A. Identify and involve stakeholders in the service
  • B. Identify utility and warranty requirements for the service
  • C. Identify practices that will be used to create and manage the service
  • D. Identify tools that will be used to develop and deploy the service
Answer: A
Explanation:
According to DPI, thefirst step in value stream planning is to involve stakeholders. Stakeholders help identify requirements, expectations, and dependencies, ensuring the value stream design supportsutility (fit for purpose) and warranty (fit for use). Tools and practices (A and B) come later, once needs are clarified.
Utility and warranty requirements (C) are critical, but they must be establishedwith stakeholder input, not in isolation.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - stakeholder involvement in design")

NEW QUESTION # 28
An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement.
Which is an appropriate method for this?
  • A. Send frequent email updates explaining the importance of the change
  • B. Provide managers with the tools they need to manage people through the change
  • C. Ask managers to provide information about staff attitudes to the change
  • D. Provide responses to frequently asked questions (FAQ) on a website
Answer: B
Explanation:
In DPI, effective OCM requiresequipping managers with tools and methodsto gather feedback and support their teams. This enablesdirect two-way communicationand trust-building. Options A, B, and C are one-way communication or indirect channels, which limit genuine feedback. DPI emphasizes thatline managers are closest to employeesand play a key role in gauging attitudes, resistance, and suggestions.
(Reference: ITIL 4 Strategist DPI, section on "Organizational change management - feedback and manager involvement")

NEW QUESTION # 29
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% reduction in number of complaints to the service desk by the end of the year
  • B. 5% increase in user satisfaction scores for the wi-fi service
  • C. Increase in wi-fi service reliability by the end of quarter 2
  • D. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
Answer: D
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 # 30
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