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ITIL ITIL4-DPI Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 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	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	Communication and Collaboration: This section of the exam measures skills of IT Service Managers and focuses on improving communication and collaboration across departments and stakeholders. It highlights how better interaction supports the successful delivery of IT services.

ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q34-Q39):

NEW QUESTION # 34
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 responses to frequently asked questions (FAQ) on a website
C. Provide managers with the tools they need to manage people through the change
D. Ask managers to provide information about staff attitudes to the change

Answer: C

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 # 35
Which BEST describes a value stream?

A. A flexible and simple guide that supports improvement initiatives
B. A structured approach to organizational change, so that staff members feel valued
C. The way an organization applies specific resources to tasks
D. Steps that add value to a unit of work being processed in the service value chain

Answer: D

Explanation:
DPI defines avalue streamas "a series of steps an organization undertakes to create and deliver products and services to consumers." It describeshow value is created and flowsthrough 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")

NEW QUESTION # 36
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. Increase in wi-fi service reliability by the end of quarter 2
B. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
C. 5% reduction in number of complaints to the service desk by the end of the year
D. 5% increase in user satisfaction scores for the wi-fi service

Answer: B

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 # 37
A legacy financial system requires the user to manually enter the time and date of transactions to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are TWO effective controls that could improve compliance?
* Modify the application to automatically add the current date and time when a transaction is entered
* Establish a communication plan to remind users of the importance of including the date and time on transactions
* Develop a goals cascade so that all staff know their role in achieving company goals
* Create a report showing non-compliant records and take appropriate action to correct them

A. 2 and 3
B. 1 and 2
C. 1 and 4
D. 3 and 4

Answer: C

Explanation:
In DPI,controls are mechanisms to ensure compliance and mitigate risks. Modifying the system to auto- capture date/time (1) is apreventive control, while reporting and correcting non-compliant records (4) is a detective control. Together, these are effective and practical. Communication plans (2) and goals cascades (3) improve awareness but do not guarantee compliance. DPI stresses thattechnical and reporting controls are stronger than relying on human reminders.
(Reference: ITIL 4 Strategist DPI, section on "Controls - preventive and detective mechanisms in governance")

NEW QUESTION # 38
An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.
Which is the BEST description of the team's role in this situation?

A. The team should focus on the improvement of the 'continual improvement' practice
B. The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
C. The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model
D. The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements

Answer: B

Explanation:
According to DPI, thecontinual improvement team's role is to promote a culture of improvementacross the organization. Their purpose is not to own every improvement but toempower all staff to recognize and propose improvements. By enabling knowledge, training, and cultural reinforcement, they encourage everyone to participate. Options A and C are too narrow, and D is too rigid since the continual improvement model isguidance, not a strict sequence.
(Reference: ITIL 4 Strategist DPI, section on "Continual improvement culture and responsibilities")

NEW QUESTION # 39
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