ITIL4-DPI Practice Exam Questions with Answers ITIL 4 Strategist: Direct, Plan and Improve (DPI) Certification

DPI governance principles highlight that when managers centralize decisions and problem-solving, it createsbottlenecks(delays in decision-making) and reduces team empowerment, leading tolower morale. Thus, options 1 (decisions take longer) and 4 (employee morale suffers) are the consequences. The behaviour underminesdelegation of authority and staff empowerment, which DPI stresses as essential for effective governance and oversight.

(Reference: ITIL® 4 Strategist DPI, section on "Delegation of authority and empowerment of teams")

ITIL DPI appliesLean principlessuch as theelimination of waste. Repeated reassignments and delays in incident handling represent a form of waste in workflow. Improving accuracy of escalation removes unnecessary handoffs and accelerates resolution, optimizing flow. This aligns with Lean-inspired waste elimination. OCM (D) is about managing people through change, not fixing workflow inefficiencies.

(Reference: ITIL® 4 Strategist DPI, section on "Lean principles – eliminate waste and optimize flow")

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")

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")

DPI’s OCM guidance emphasizesengaging stakeholders earlyand ensuring communication methods aretailored to their needs. By first discussing preferred communication methods with the remote support team (B), the organization ensures their active involvement and reduces the risk of disengagement. Option A is one-way communication. Option C is irrelevant (they don’t make financial decisions). Option D assumes one-size-fits-all, which contradicts DPI’s principle ofstakeholder-specific communication.

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

DPI emphasizes that improvements should be prioritized based onstrategic alignment with the organizational vision. This ensures that the most valuable outcomes are delivered first, maximizing stakeholder benefit. While “quick wins” (A), minimizing staff disruption (B), and waste reduction (D) are important considerations, they are secondary tomoving closer to the strategic vision.

(Reference: ITIL® 4 Strategist DPI, section on "Prioritizing improvements – alignment with vision and strategy")

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")