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[Hardware] Questions and Answers for the ITIL4-DPI Exam, Authentic 2026

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【Hardware】 Questions and Answers for the ITIL4-DPI Exam, Authentic 2026

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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q12-Q17):NEW QUESTION # 12
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. SLA achievement
  • B. Strengths, weaknesses, opportunities, threats (SWOT)
  • C. Change readiness
  • D. Customer/user satisfaction
Answer: B
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 # 13
Which BEST describes the relationship between planning and risk?
  • A. Risk management is the exclusive domain of dedicated risk managers
  • B. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed
  • C. Planning should always consider risks and how to mitigate them
  • D. Planning is a high-level function, risk management is a tactical activity
Answer: C
Explanation:
In DPI,planning and risk management are inseparable. Every plan should consider uncertainties and include mitigation strategies. Option B captures this integration directly. Option A is misleading: both planning and risk management happen at all levels. Option C partially reflects the relationship but is incomplete. Option D contradicts DPI guidance:risk management is an organizational responsibility, not just for specialists.
(Reference: ITIL 4 Strategist DPI, section on "Integration of planning and risk management")

NEW QUESTION # 14
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. Reduce time to resolve the underlying cause of incidents
  • C. 10% increase in calls resolved without escalation by end of the year
  • D. Accelerate service request fulfilment by the end of quarter 2
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 # 15
A company is starting a digital transformation effort that will require significant changes in how IT operates.
The CIO hired consultants to assess the IT department, and they identified a number of improvements that would increase customer value.
Which approach would BEST prioritize improvement outcomes?
  • A. Prioritize outcomes that impact staff the least, which will help staff develop confidence in making improvements
  • B. Prioritize outcomes that reduce waste the most, which will ensure efficient use of the organization's resources
  • C. Prioritize outcomes that move the organization closer to its vision, which will maximize value for all stakeholders
  • D. Prioritize outcomes that can be achieved with the least effort, which will help create momentum for future improvements
Answer: C
Explanation:
DPI emphasizes that improvements should be prioritized based onstrategic alignment with the organizational vision. This ensures that the most valuable outcomes are delivered first, maximizing stakeholder benefit. While "quick wins" (A), minimizing staff disruption (B), and waste reduction (D) are important considerations, they are secondary tomoving closer to the strategic vision.
(Reference: ITIL 4 Strategist DPI, section on "Prioritizing improvements - alignment with vision and strategy")

NEW QUESTION # 16
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 utility and warranty requirements for the service
  • B. Identify practices that will be used to create and manage the service
  • C. Identify tools that will be used to develop and deploy the service
  • D. Identify and involve stakeholders in the service
Answer: D
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 # 17
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