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ITIL ITIL4-DPI Exam Practice Test To Gain Brilliante Result

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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q23-Q28):

NEW QUESTION # 23
A retailer is considering introducing a new virtual reality feature to its online presence. Recognizing this is a significant effort requiring new skills and technology, the CIO has asked the operations manager to assess the impact to the organization.
Which assessment method would work BEST in this situation?

A. Gap analysis
B. SLA achievement analysis
C. Customer satisfaction analysis
D. Process maturity assessment

Answer: A

Explanation:
In ITIL DPI,gap analysisis used to compare the current state against the desired future state. Since the retailer is adoptingnew technology and skills, gap analysis identifies capability shortfalls and resource needs to support the change. Customer satisfaction analysis (A) and SLA analysis (C) measure service performance, not organizational readiness. Process maturity assessment (D) examines process capability but not the holistic gap to achieve new capabilities.
(Reference: ITIL 4 Strategist DPI, section on "Assessment methods - gap analysis for change initiatives")

NEW QUESTION # 24
An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.
Which is the BEST description of the team's role in this situation?

A. The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements
B. The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model
C. The team should focus on the improvement of the 'continual improvement' practice
D. The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements

Answer: D

Explanation:
According to DPI, thecontinual improvement team's role is to promote a culture of improvementacross the organization. Their purpose is not to own every improvement but toempower all staff to recognize and propose improvements. By enabling knowledge, training, and cultural reinforcement, they encourage everyone to participate. Options A and C are too narrow, and D is too rigid since the continual improvement model isguidance, not a strict sequence.
(Reference: ITIL 4 Strategist DPI, section on "Continual improvement culture and responsibilities")

NEW QUESTION # 25
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

A. Ensure that any identified exceptions are excluded from the policy to improve clarity
B. Engage with stakeholders to ensure that as much detail as possible is included in the policy
C. Implement the policy for service desk staff before informing other affected support teams
D. Ensure that all teams involved in incident resolution collaborate in the development of the policy

Answer: D

Explanation:
DPI emphasizes thatpolicies must be co-created and supported across all stakeholdersto be effective. By ensuring all teams involved in incident resolution collaborate in developing the policy, the organization promotesbuy-in, shared ownership, and alignment. Excluding exceptions (A) may cause operational issues, C undermines collaboration, and D risks overcomplication.Collaborative designis a principle of both OCM and DPI governance.
(Reference: ITIL 4 Strategist DPI, section on "Policy creation - stakeholder involvement and collaboration")

NEW QUESTION # 26
Which BEST describes a value stream?

A. The way an organization applies specific resources to tasks
B. Steps that add value to a unit of work being processed in the service value chain
C. A structured approach to organizational change, so that staff members feel valued
D. A flexible and simple guide that supports improvement initiatives

Answer: B

Explanation:
DPI defines avalue streamas "a series of steps an organization undertakes to create and deliver products and services to consumers." It describeshow value is created and flowsthrough the service value chain. Option A directly reflects this definition. Options B, C, and D refer to resources, guidance, or change management, not the definition of value streams.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - definition and purpose")

NEW QUESTION # 27
A retailer is considering introducing a new virtual reality feature to its online presence. Recognizing this is a significant effort requiring new skills and technology, the CIO has asked the operations manager to assess the impact to the organization.
Which assessment method would work BEST in this situation?

A. Gap analysis
B. SLA achievement analysis
C. Customer satisfaction analysis
D. Process maturity assessment

Answer: A

NEW QUESTION # 28
......

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