ITIL4-DPI Exam Questions and Answers

QUESTION: 9

A small service provider is experiencing growth and success. Currently, all important decisions are made by a small executive group. This creates delays because some members of the group are often unavailable.
Which is the BEST approach for establishing an authority structure for decision-making within the service provider organization?

Refer decisions to line managers, who will escalate cases to the executive group when appropriate
Ensure that technical decisions are made by the operational staff who can define the risks
Keep high-risk decisions within the executive group, but define a policy for delegating other decisions
Allow people to make decisions about their work, and use training and automation to mitigate the risks

Answer(s): C

Explanation:

DPI emphasizes governance by defining clear decision-making authority. High-risk or strategic decisions should remain with executives, but less critical decisions must be delegated through policies to appropriate levels of management. This prevents bottlenecks and ensures accountability while balancing governance oversight. Options A and B may reduce delays but lack structured governance, while D risks insufficient control.

Reference:

ITIL® 4 Strategist DPI, section on "Delegation of decision-making and governance structures")

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QUESTION: 10

Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?

Direction
Planning
Improvement
Vision

Answer(s): C

Explanation:

The continual improvement model in ITIL DPI explicitly requires reviewing data and performance outcomes to determine what is successful and what requires adjustment. This is the essence of improvement--using measurement and feedback to guide future action. Direction (A) and vision (D) are long-term guiding elements, while planning (B) organizes work. Only improvement is about data- driven reflection and adaptation.

Reference:

ITIL® 4 Strategist DPI, section on "Continual improvement model steps to evaluate and adapt")

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QUESTION: 11

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?

Create a lessons learned report when closing the project
Complete a SWOT analysis before starting the next project
Conduct a customer satisfaction analysis at the end of the project
Develop a stakeholder communication plan before starting the next project

Answer(s): A

Explanation:

In DPI, the continual improvement model stresses the importance of capturing lessons learned to ensure that successes and failures inform future work. By creating a lessons learned report during 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")

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QUESTION: 12

An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.
What would be a suitable SMART KPI for measuring this improvement?

A significant number of user interface improvements implemented over the next six months
User satisfaction with the application measured in a monthly survey increases by 30% over the next six months
Customer satisfaction with the application measured by using net promoter score increases by 5% each year
Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months

Answer(s): B

Explanation:

In DPI, KPIs must be SMART (Specific, Measurable, Achievable, Relevant, Time-bound). Option B is the only one that fully meets SMART criteria:
Specific (user satisfaction with the application),
Measurable (30% increase),
Achievable (reasonable improvement target),
Relevant (directly tied to usability),
Time-bound (six months).
Options A and D lack measurable objectivity, while C is too broad and long-term. (

Reference:

ITIL® 4 Strategist DPI, section on "Measurement and reporting setting SMART objectives and KPIs")

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QUESTION: 13

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?

Use the model to identify and compare improvements to the 'problem management' practice
Use the model to identify and prioritize improvements to the cloud storage service
Use the model to restore and recover the cloud storage service each time the service fails
Use the model to assess and authorize changes to improve the cloud storage service

Answer(s): B

Explanation:

The continual improvement model is applied to evaluate, prioritize, and implement improvements across services, practices, and processes. Here, the focus is the cloud 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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QUESTION: 14

Which describes 'scope of control'?

The content of a service improvement plan
The set of risks that are owned and assessed by a department manager
The extent to which a manager can direct the actions of team members
The number of managers to whom an individual must provide regular reports

Answer(s): C

Explanation:

In DPI, scope of control refers to the authority and influence a manager has over people and activities. It defines how far their decision-making power extends--essential for ensuring clarity in governance and accountability. It is not about risks owned (B), reporting relationships (D), or specific improvement content (A).

Reference:

ITIL® 4 Strategist DPI, section on "Governance structures scope of control vs. span of control")

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QUESTION: 15

A retailer is considering introducing a new virtual reality feature to its online presence. Recognizing this is a significant effort requiring new skills and technology, the CIO has asked the operations manager to assess the impact to the organization.
Which assessment method would work BEST in this situation?

Customer satisfaction analysis
Gap analysis
SLA achievement analysis
Process maturity assessment

Answer(s): B

Explanation:

In ITIL DPI, gap analysis is used to compare the current state against the desired future state. Since the retailer is adopting new technology and skills, gap analysis identifies capability shortfalls and resource needs to support the change. Customer satisfaction analysis (A) and SLA analysis (C) measure service performance, not organizational readiness. Process maturity assessment (D) examines process capability but not the holistic gap to achieve new capabilities.

Reference:

ITIL® 4 Strategist DPI, section on "Assessment methods gap analysis for change initiatives")

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QUESTION: 16

An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization's objectives. How can the organization ensure that all IT activities are aligned with the organization's objectives?

Put compliance controls in place to ensure that all centres of expertise are following the same practices
Prioritize risk mitigation strategies in alignment with the organization's risk appetite
Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
Collect feedback from both organizational and IT leadership from each region

Answer(s): C

Explanation:

In DPI, alignment is achieved through cascading objectives: breaking down high-level organizational goals into increasingly detailed objectives at each layer of the organization. This ensures that every division, team, and activity is aligned to the overall strategic vision. Compliance controls (A) only enforce uniformity, not alignment. Risk prioritization (B) is important but narrower in scope. Collecting feedback (D) helps communication but does not ensure systematic alignment. (

Reference:

ITIL® 4 Strategist DPI, section on "Cascading objectives and alignment of organizational layers")

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PEOPLECERT ITIL4-DPI Exam (page: 2) PEOPLECERT ITIL 4 Strategist: Direct, Plan and Improve Updated on: 12-Feb-2026

QUESTION: 9

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QUESTION: 10

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QUESTION: 11

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QUESTION: 12

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QUESTION: 13

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QUESTION: 14

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QUESTION: 15

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QUESTION: 16

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PEOPLECERT ITIL4-DPI Exam (page: 2)
PEOPLECERT ITIL 4 Strategist: Direct, Plan and Improve
Updated on: 12-Feb-2026