ITIL 4 Strategist: Direct, Plan and Improve (DPI)

Question 1

Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?

A. Vision

B. Direction

C. Planning

D. Improvement

Correct Answer: D

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Question 2

When planning a new service, which three factors should be considered when defining the value that the service will create?

A. Measures, methods, and metrics

B. Goals, success factors, and key performance indicators

C. Efficiency, effectiveness, and outcomes

D. Cost, risks, and outcomes

Correct Answer: D

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Question 3

A manager is planning which interfaces will be needed across the value stream when a new service is created.
Which of these steps should be carried out FIRST?

A. Identify tools that will be used to develop and deploy the service

B. Identify practices that will be used to create and manage the service

C. Identify and involve stakeholders in the service

D. Identify utility and warranty requirements for the service

Correct Answer: C

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Question 4

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?

A. Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream

B. Hire an organizational change management consultant to identify the attitudes, behaviours, and cultural changes that are required to make value streams more effective

C. Ask stakeholders to document all value stream activities for which they are responsible, then assign team members to each activity to develop improvements

D. Ask stakeholders to collaborate to optimize and eliminate waste, and establish metrics for measuring improvement

Correct Answer: D

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Question 5

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 prioritize improvements to the cloud storage service

B. Use the model to restore and recover the cloud storage service each time the service fails

C. Use the model to assess and authorize changes to improve the cloud storage service

D. Use the model to identify and compare improvements to the 'problem management' practice

Correct Answer: A

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

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