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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q13-Q18):

NEW QUESTION # 13
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?

Answer: C

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")


NEW QUESTION # 14
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?

Answer: B

Explanation:
DPI highlightsSWOT analysisas a key assessment tool for mergers, acquisitions, or major integrations.
SWOT helps organizations understandinternal capabilities (strengths/weaknesses)andexternal 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")


NEW QUESTION # 15
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?

Answer: D

Explanation:
In DPI, thecontinual improvement modelstresses the importance ofcapturing lessons learnedto ensure that successes and failures inform future work. By creating alessons learned reportduring project closure, the organization systematically records challenges, inefficiencies, and solutions. This enables organizational learning and prevents repeating mistakes. SWOT (B) and communication planning (D) are useful tools, but they do not directly address past project issues. Customer satisfaction analysis (C) focuses on user experience, not internal resource challenges.
(Reference: ITIL 4 Strategist DPI, section on "Continual improvement feedback and learning loops")


NEW QUESTION # 16
Which is a result of an organization following the local laws of a country where it operates?

Answer: B

Explanation:
DPI highlights thatcompliancerefers to meetinglegal, regulatory, and policy requirements. By following local laws, the organization ensuresimproved compliance. Governance (A) is the system of oversight but does not automatically result from law adherence. Risks (B) are reduced, not increased, by compliance. Value (D) is indirectly supported but not guaranteed. Thus, compliance is the direct outcome.
(Reference: ITIL 4 Strategist DPI, section on "Governance, risk, and compliance (GRC)")


NEW QUESTION # 17
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?

Answer: D

Explanation:
DPI emphasizesusing existing, familiar, and effective communication channelsto 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")


NEW QUESTION # 18
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