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ITIL ITIL4-DPI Exam Syllabus Topics:
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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q25-Q30):
NEW QUESTION # 25
What is the difference between a policy and a control?
- A. A control is a type of policy that directs staff behaviour
- B. A policy is a type of control that states what management expects
- C. Policies are defined by governance, controls are defined by management
- D. Policies focus on organizations and people, controls focus on information and technology
Answer: C
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 # 26
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. Focus on value
- B. Keep it simple and practical
- C. Think and work holistically
- D. Collaborate and promote visibility
Answer: D
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 # 27
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. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
- B. 5% increase in user satisfaction scores for the wi-fi service
- C. Increase in wi-fi service reliability by the end of quarter 2
- D. 5% reduction in number of complaints to the service desk by the end of the year
Answer: A
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 # 28
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. 1 and 2
- B. 2 and 3
- 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 # 29
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?
- A. Use the model to identify and compare improvements to the 'problem management' practice
- B. Use the model to assess and authorize changes to improve the cloud storage service
- C. Use the model to identify and prioritize improvements to the cloud storage service
- D. Use the model to restore and recover the cloud storage service each time the service fails
Answer: C
Explanation:
Thecontinual improvement modelis applied to evaluate, prioritize, and implement improvements across services, practices, and processes. Here, the focus is thecloud 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")
NEW QUESTION # 30
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