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

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)")

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")

In DPI,value stream mappingidentifies bottlenecks, redundancies, and delays. Eliminating repeated activities to save time is an example ofworkflow optimization(Option C). This reflects Lean principles embedded in DPI — improving flow, reducing waste, and enhancing efficiency. Cascading goals (A), effective practices (B), and objectives for assessments (D) are unrelated to workflow waste elimination.

(Reference: ITIL® 4 Strategist DPI, section on "Value stream mapping – optimizing workflow and eliminating waste")

In DPI, effective OCM requiresequipping managers with tools and methodsto gather feedback and support their teams. This enablesdirect two-way communicationand trust-building. Options A, B, and C are one-way communication or indirect channels, which limit genuine feedback. DPI emphasizes thatline managers are closest to employeesand play a key role in gauging attitudes, resistance, and suggestions.

(Reference: ITIL® 4 Strategist DPI, section on "Organizational change management – feedback and manager involvement")

In DPI,effective communication is critical in organizational change management. For large user bases, the communication plan must:

Engage customers directly in reviews (two-way communication),

Provide clear, proactive messaging to users (email with dates and benefits).

This ensures visibility and minimizes confusion. Options A and D lack adequate two-way engagement, and C provides fragmented communication. Option B reflects DPI’s emphasis ontimely, consistent, and role-appropriate communication.

(Reference: ITIL® 4 Strategist DPI, section on "OCM – communication and stakeholder engagement in change")

According to DPI, thefirst step in value stream planning is to involve stakeholders. Stakeholders help identify requirements, expectations, and dependencies, ensuring the value stream design supportsutility (fit for purpose) and warranty (fit for use). Tools and practices (A and B) come later, once needs are clarified. Utility and warranty requirements (C) are critical, but they must be establishedwith stakeholder input, not in isolation.

(Reference: ITIL® 4 Strategist DPI, section on "Value stream mapping – stakeholder involvement in design")

In DPI,scope of controlrefers to theauthority and influence a manager has over people and activities. It defines how far their decision-making power extends—essential for ensuring clarity in governance and accountability. It is not about risks owned (B), reporting relationships (D), or specific improvement content (A).

(Reference: ITIL® 4 Strategist DPI, section on "Governance structures – scope of control vs. span of control")

DPI and the guiding principle“Keep it simple and practical”stress that guidance should beclear, concise, and user-friendly. With 5000 users, simple guidelines prevent confusion and reduce support overhead. Explicit instructions onwho to contact for exceptionsensures smooth adoption. Options A and D risk overwhelming users with detail, while B shifts responsibility to the service desk instead of empowering users.

(Reference: ITIL® 4 Strategist DPI, section on "Organizational change management – communication and adoption support")

DPI explains that a business case must include anevaluation of constraints(financial, technical, cultural, and organizational) that might affect adoption of the solution. This ensures feasibility and realistic planning. Option A (strategy techniques) is irrelevant here. Option B is vendor-focused, not organizational. Option D (guiding principles) supports implementation but is not central to justifying the case.

(Reference: ITIL® 4 Strategist DPI, section on "Business cases – evaluating options and constraints")

DPI stresses that KPIs should directly measureprogress toward the defined success factor. Here, the success factor isimproved user satisfaction with the service desk. Increasing the number of calls resolvedwithout escalation(Option B) directly contributes to satisfaction: faster resolutions, fewer transfers, and better customer experience. Options A and C measure efficiency but not directly user satisfaction. Option D worsens satisfaction by increasing wait times.

(Reference: ITIL® 4 Strategist DPI, section on "Defining and measuring critical success factors and KPIs")

According to ITIL DPI, planning occurs atstrategic, tactical, and operational levels. Astrategic plandefines long-term direction, includingmulti-year infrastructure expansionthat aligns with business goals. Tactical plans break this down into departmental objectives, while operational plans manage day-to-day execution. Project plans are temporary and specific but not long-term vision documents.

(Reference: ITIL® 4 Strategist DPI, section on "Planning levels – strategic, tactical, operational")

Thecontinual improvement modelin ITIL DPI explicitly requires reviewing data and performance outcomes to determine what is successful and what requires adjustment. This is the essence ofimprovement—using measurement and feedback to guide future action. Direction (A) and vision (D) are long-term guiding elements, while planning (B) organizes work. Onlyimprovementis about data-driven reflection and adaptation.

(Reference: ITIL® 4 Strategist DPI, section on "Continual improvement model – steps to evaluate and adapt")