ITIL4-DPI by ITIL Actual Free Exam Questions And Answers

Question 1

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. User satisfaction with the application measured in a monthly survey increases by 30% over the next six months

B. A significant number of user interface improvements implemented over the next six months

C. Customer satisfaction with the application measured by using net promoter score increases by 5% each year

D. Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months

Discussion 0

Correct Answer: A Vote an answer

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Question 2

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. SLA achievement

B. Customer/user satisfaction

C. Change readiness

D. Strengths, weaknesses, opportunities, threats (SWOT)

Discussion 0

Correct Answer: D Vote an answer

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Question 3

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. Developing a value stream map for the continual improvement effort to better understand how it is working

B. Starting all improvement efforts with a clear understanding of the current and desired future state

C. Establishing a strong governance capability to help build a culture of continual improvement

D. Developing a business case for continual improvement and asking for support from senior management

Discussion 0

Correct Answer: C Vote an answer

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Question 4

Which BEST describes a value stream?

A. A structured approach to organizational change, so that staff members feel valued

B. A flexible and simple guide that supports improvement initiatives

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

Discussion 0

Correct Answer: D Vote an answer

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Question 5

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. Complete a SWOT analysis before starting the next project

B. Develop a stakeholder communication plan before starting the next project

C. Conduct a customer satisfaction analysis at the end of the project

D. Create a lessons learned report when closing the project

Discussion 0

Correct Answer: D Vote an answer

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ITIL 4 Strategist: Direct, Plan and Improve (DPI) - ITIL4-DPI Exam Practice Test

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