Questions for the ITIL4-DPI were updated on : Dec 01 ,2025
An organization is mapping a value stream for an IT service. In the current map, the same activity is
repeated multiple times. When identifying opportunities to remove waste from the value streams, it
has been determined that several days could be removed from the delivery time by eliminating
repeated work.
What is this an example of?
C
Explanation:
In DPI, value stream mapping identifies bottlenecks, redundancies, and delays. Eliminating repeated
activities to save time is an example of workflow optimization (Option C). This reflects Lean principles
embedded in DPI — improving flow, reducing waste, and enhancing efficiency. Cascading goals (A),
effective practices (B), and objectives for assessments (D) are unrelated to workflow waste
elimination.
(Reference: ITIL® 4 Strategist DPI, section on "Value stream mapping – optimizing workflow and
eliminating waste")
An IT department is functioning as a service provider for the company it is a part of.
Which statement about this provider's governance is CORRECT?
C
Explanation:
DPI clarifies that governance always comes from the organization’s governing body. Internal service
providers do not operate independently; they must follow the governance structures of the parent
organization. They may only self-govern if explicitly delegated authority. Option A is incorrect
(governance covers internal and external). Option B is false—governance always applies. Option D is
misleading; the SVS supports governance, not replaces it.
(Reference: ITIL® 4 Strategist DPI, section on "Governance in internal and external service provider
contexts")
A service provider has a small technical support team, who are based in a remote location and
provide support to a critical service. The support group have a reputation for providing excellent
service. Head office, who control budget decisions, are implementing an improvement project for
the service.
What should the service provider do FIRST to identify the support team's involvement in the project?
B
Explanation:
DPI’s OCM guidance emphasizes engaging stakeholders early and ensuring communication methods
are tailored to their needs. By first discussing preferred communication methods with the remote
support team (B), the organization ensures their active involvement and reduces the risk of
disengagement. Option A is one-way communication. Option C is irrelevant (they don’t make
financial decisions). Option D assumes one-size-fits-all, which contradicts DPI’s principle of
stakeholder-specific communication.
(Reference: ITIL® 4 Strategist DPI, section on "OCM – stakeholder engagement and communication
planning")
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
D
Explanation:
In DPI, controls are mechanisms to ensure compliance and mitigate risks. Modifying the system to
auto-capture date/time (1) is a preventive 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 that
technical and reporting controls are stronger than relying on human reminders.
(Reference: ITIL® 4 Strategist DPI, section on "Controls – preventive and detective mechanisms in
governance")
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
Explanation:
DPI highlights SWOT analysis as a key assessment tool for mergers, acquisitions, or major
integrations. SWOT helps organizations understand internal capabilities (strengths/weaknesses) and
external 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")
An internal service provider is creating a business case to justify the purchase of a new service
management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?
C
Explanation:
DPI explains that a business case must include an evaluation of constraints (financial, technical,
cultural, and organizational) that might affect adoption of the solution. This ensures feasibility and
realistic planning. Option A (strategy techniques) is irrelevant here. Option B is vendor-focused, not
organizational. Option D (guiding principles) supports implementation but is not central to justifying
the case.
(Reference: ITIL® 4 Strategist DPI, section on "Business cases – evaluating options and constraints")
The manager of a team of highly skilled professionals often handles challenging problems personally
in an effort to demonstrate expertise.
Which TWO are the MOST LIKELY consequences of this behaviour?
Decisions take longer
Employee morale improves
Decisions are made quickly
Employee morale suffers
D
Explanation:
DPI governance principles highlight that when managers centralize decisions and problem-solving, it
creates bottlenecks (delays in decision-making) and reduces team empowerment, leading to lower
morale. Thus, options 1 (decisions take longer) and 4 (employee morale suffers) are the
consequences. The behaviour undermines delegation of authority and staff empowerment, which
DPI stresses as essential for effective governance and oversight.
(Reference: ITIL® 4 Strategist DPI, section on "Delegation of authority and empowerment of teams")
Which BEST describes the relationship between planning and risk?
B
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")
A company has a new, global line of business that has changed how the IT department supports the
systems. Recognizing the need for two-way communication for the required changes, IT managers
need better ways of obtaining feedback.
Which describes the BEST approach for establishing effective feedback channels?
A
Explanation:
DPI emphasizes using existing, familiar, and effective communication channels to encourage staff
feedback and engagement. By leveraging collaboration tools that teams already use (Option A),
managers minimize resistance and maximize participation. Option B is localized and limited in scale.
Option C delays feedback until a project is implemented. Option D is one-way communication, not
interactive.
(Reference: ITIL® 4 Strategist DPI, section on "OCM – communication and feedback channels")
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?
B
Explanation:
DPI stresses that KPIs should directly measure progress toward the defined success factor. Here, the
success factor is improved user satisfaction with the service desk. Increasing the number of calls
resolved without 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")
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?
C
Explanation:
DPI emphasizes that improvements should be prioritized based on strategic 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 to moving closer to the strategic vision.
(Reference: ITIL® 4 Strategist DPI, section on "Prioritizing improvements – alignment with vision and
strategy")
A CIO has made value stream mapping a key part of an IT improvement effort. A value stream map
for existing services is being developed.
Which approach would produce the BEST results?
D
Explanation:
According to DPI, value stream mapping is collaborative. Stakeholders must work together to identify
inefficiencies, optimize flow, and agree on metrics to measure improvement. Option A removes staff
engagement, leading to resistance. Option B limits collaboration to documentation, not co-design.
Option C addresses change attitudes, not mapping effectiveness. Collaboration + waste elimination +
measurement (Option D) reflects Lean/Agile influence in DPI.
(Reference: ITIL® 4 Strategist DPI, section on "Value stream mapping – collaborative optimization")
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?
C
Explanation:
DPI and the guiding principle “Keep it simple and practical” stress that guidance should be clear,
concise, and user-friendly. With 5000 users, simple guidelines prevent confusion and reduce support
overhead. Explicit instructions on who to contact for exceptions ensures 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")
At the start of an organizational change initiative, the managers of an organization ensure that
stakeholders know what the change is supposed to achieve and encourage them to discuss it.
Which organizational change management requirement does this MOST contribute to?
C
Explanation:
DPI emphasizes that OCM must create willing and prepared participants by providing clarity on the
change’s purpose and encouraging open discussion. This builds trust, reduces resistance, and
increases engagement. Objectives (A) and leadership (B) are important but are managerial aspects,
not participant readiness. Sustained improvement (D) occurs later. The direct outcome of early
communication and dialogue is prepared participants.
(Reference: ITIL® 4 Strategist DPI, section on "Organizational change management – preparing
participants")
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?
C
Explanation:
In DPI, sustainable continual improvement requires embedding it into the organization’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. Only strong governance embeds continual improvement as
an ongoing culture.
(Reference: ITIL® 4 Strategist DPI, section on "Governance and continual improvement culture")