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ITIL ITIL4-DPI Exam Syllabus Topics:

Topic
Details

Topic 1

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.

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

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 6

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.

ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q10-Q15):

NEW QUESTION # 10
The IT organization of a large company has an existing improvement programme. Individual IT divisions have fully embraced continual improvement. The business has seen areas of improved performance, but the improvements do not last long.
Which action BEST maintains long-term improvement?

A. Starting all improvement efforts with a clear understanding of the current and desired future state
B. Developing a business case for continual improvement and asking for support from senior management
C. Establishing a strong governance capability to help build a culture of continual improvement
D. Developing a value stream map for the continual improvement effort to better understand how it is working

Answer: C

Explanation:
In DPI, sustainable continual improvement requires embedding it into theorganization's governance structures. Governance ensures accountability, decision-making, and cultural reinforcement that prevents improvements from being short-lived. Option A is part of the continual improvement model but does not ensure sustainability. Option B helps with funding, not culture. Option D is useful for visualization but not long-term adoption. Onlystrong governanceembeds continual improvement as anongoing culture.
(Reference: ITIL 4 Strategist DPI, section on "Governance and continual improvement culture")

NEW QUESTION # 11
An organization is drafting a plan to achieve its strategic goals and is ensuring that they consider the involvement of all appropriate stakeholders at all levels in the organization.
Which guiding principle are they applying?

A. Collaborate and promote visibility
B. Keep it simple and practical
C. Think and work holistically
D. Focus on value

Answer: A

Explanation:
The DPI guidance emphasizescollaboration and visibilityas essential principles in planning. By ensuringall stakeholders at every level are engaged, the organization promotes shared ownership and transparency.
"Focus on value" (A) targets alignment to business outcomes, "Think and work holistically" (B) refers to systems thinking, and "Keep it simple and practical" (D) ensures clarity. The scenario most directly reflects collaboration and visibility.
(Reference: ITIL 4 Strategist DPI, section on "Guiding principles - Collaborate and promote visibility")

NEW QUESTION # 12
Which statement describes the influence of services on service consumers' outcomes, costs, and risks?

A. Services remove risks from service consumers without introducing new ones
B. The key benefit of services is to reduce costs and risks
C. A service should introduce fewer costs than it removes
D. Services can negatively affect some outcomes while supporting others

Answer: D

Explanation:
DPI explains that servicesinfluence consumer outcomes, costs, and risksin complex ways. They may enable desired outcomes while also introducing new costs and risks. Thus, services cansupport some outcomes and negatively affect others. They never remove all risks (contradicts B), cost reduction is not the sole benefit (contradicts C), and D oversimplifies the cost-value relationship.
(Reference: ITIL 4 Strategist DPI, section on "Understanding value, outcomes, costs, and risks")

NEW QUESTION # 13
A service provider is implementing a new self-service portal for users to request access to IT services. The portal will be made available to 5000 users across 50 sites.
Which is the BEST guidance for producing guidelines for users of the self-service portal?

A. Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
B. Circulate detailed guidelines to users for using the self-service portal to request access to IT services
C. Provide guidelines outlining the difference from previous methods of requesting access to IT services
D. Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions

Answer: D

Explanation:
DPI and the guiding principle"Keep it simple and practical"stress that guidance should beclear, concise, and user-friendly. With 5000 users, simple guidelines prevent confusion and reduce support overhead.
Explicit instructions onwho to contact for exceptionsensures smooth adoption. Options A and D risk overwhelming users with detail, while B shifts responsibility to the service desk instead of empowering users.
(Reference: ITIL 4 Strategist DPI, section on "Organizational change management - communication and adoption support")

NEW QUESTION # 14
What is the difference between a policy and a control?

A. A control is a type of policy that directs staff behaviour
B. Policies are defined by governance, controls are defined by management
C. Policies focus on organizations and people, controls focus on information and technology
D. A policy is a type of control that states what management expects

Answer: B

Explanation:
In ITIL 4 DPI,policiesare the high-level expectations, rules, or guidelines that are defined by the organization' sgoverning body. They establish the framework for decision-making and behaviour.Controls, on the other hand, are management mechanisms used to enforce policies and ensure compliance. Thus, policies come from governance, while controls are implemented bymanagementto enforce those policies.
(Reference: ITIL 4 Strategist DPI, section on "Policies, controls, and guidelines - governance vs.
management responsibilities")

NEW QUESTION # 15
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