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?
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")
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?
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")
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?
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")
Which describes 'scope of control'?
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")
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?
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")
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?
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")
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?
D
Explanation:
According to DPI, the first step in value stream planning is to involve stakeholders. Stakeholders help
identify requirements, expectations, and dependencies, ensuring the value stream design supports
utility (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 established with
stakeholder input, not in isolation.
(Reference: ITIL® 4 Strategist DPI, section on "Value stream mapping – stakeholder involvement in
design")
In an organization, a service desk team employs experienced staff who have worked there for many
years and have good relationships with support teams. The organization has a good improvement
culture, and staff are encouraged to use their experience and identify improvements. They are
developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
B
Explanation:
DPI emphasizes that policies must be co-created and supported across all stakeholders to be
effective. By ensuring all teams involved in incident resolution collaborate in developing the policy,
the organization promotes buy-in, shared ownership, and alignment. Excluding exceptions (A) may
cause operational issues, C undermines collaboration, and D risks overcomplication. Collaborative
design is a principle of both OCM and DPI governance.
(Reference: ITIL® 4 Strategist DPI, section on "Policy creation – stakeholder involvement and
collaboration")
Which BEST describes a value stream?
A
Explanation:
DPI defines a value stream as “a series of steps an organization undertakes to create and deliver
products and services to consumers.” It describes how value is created and flows through the service
value chain. Option A directly reflects this definition. Options B, C, and D refer to resources,
guidance, or change management, not the definition of value streams.
(Reference: ITIL® 4 Strategist DPI, section on "Value stream mapping – definition and purpose")
As a result of feedback from customers received at regular service reviews, an organization with a
large number of users is migrating an important IT service to a cloud service provider. The service
functionality and the user interface will not change, but the availability and performance should
improve.
Which communication plan is MOST appropriate?
B
Explanation:
In DPI, effective communication is critical in organizational change management. For large user
bases, the communication plan must:
Engage customers directly in reviews (two-way communication),
Provide clear, proactive messaging to users (email with dates and benefits).
This ensures visibility and minimizes confusion. Options A and D lack adequate two-way
engagement, and C provides fragmented communication. Option B reflects DPI’s emphasis on timely,
consistent, and role-appropriate communication.
(Reference: ITIL® 4 Strategist DPI, section on "OCM – communication and stakeholder engagement in
change")