PeopleCert ITIL4-DPI Exam Practice Test Instant Access

Question 1

A service provider has established the success factor of: ''improved availability of wi-fi service.''

Using the SMART model, which is the BEST key performance indicator to use to measure this?

A10% increase in resolution of wi-fi incidents within target time by the end of quarter 3

B5% reduction in number of complaints to the service desk by the end of the year

C5% increase in user satisfaction scores for the wi-fi service

DIncrease in wi-fi service reliability by the end of quarter 2

Answer : A

SMART KPIs must be Specific, Measurable, Achievable, Relevant, and Time-bound. Option A is specific to wi-fi availability, measurable (10% increase), achievable, relevant, and time-bound (by end of Q3). Options B and C measure perceptions (complaints/satisfaction) but are indirect. Option D lacks a measurable percentage or defined metric. DPI stresses that success factors should be measured by clear, objective performance outcomes, not just subjective satisfaction.

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

Question 2

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?

AResearch how individual teams communicate internally and use the most popular collaboration tools to collect feedback

BEstablish office hours where staff are encouraged to visit without appointments and discuss their concerns

CInitiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

DPublish a printed weekly newsletter that clearly and consistently communicates change

Answer : A

DPI emphasizes using existing, familiar, and effective communication channels to 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')

Question 3

A service provider has a small technical support team, who are based in a remote location and provide support to a critical service. The support group have a reputation for providing excellent service. Head office, who control budget decisions, are implementing an improvement project for the service.

What should the service provider do FIRST to identify the support team's involvement in the project?

AInform the support team that they will receive regular email updates

BInitiate a discussion with the support group to understand their preferred method of communication

CAgree a method for involving the support team in financial decisions

DUse the same method of communication as agreed with all project stakeholders

Answer : B

DPI's OCM guidance emphasizes engaging stakeholders early and ensuring communication methods are tailored 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 of stakeholder-specific communication.

(Reference: ITIL 4 Strategist DPI, section on 'OCM -- stakeholder engagement and communication planning')

Question 4

An organization has determined that a significant percentage of incidents have delayed resolutions because they are escalated to the wrong team, and need to be reassigned before they can be resolved. They plan to improve the flow of work by improving the accuracy of incident escalation.

What is this an example of?

ACollecting feedback

BElimination of waste

CAddressing the four dimensions

DOrganizational change management

Answer : B

ITIL DPI applies Lean principles such as the elimination 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')

Question 5

A service provider has developed a strategy to increase its revenue by launching a new cloud storage service. This strategy is being cascaded down to the technical teams.

Which is a relevant objective that will support the strategy?

AAverage number of storage access failures per month

BIncrease profit by launching new wi-fi services into new geographic markets

CAchieve a 10% increase in service requests fulfilled in the target time

DDesign and implement new infrastructure by the end of quarter 2

Answer : D

ITIL DPI emphasizes that objectives must cascade logically from strategy into actionable plans. Since the strategic goal is to launch a new cloud storage service, the technical objective must directly support that initiative. ''Design and implement new infrastructure by the end of quarter 2'' is aligned, measurable, and time-bound. The other options either do not directly relate to the cloud service (B, C) or are ongoing operational metrics (A), not strategic enablers.

(Reference: ITIL 4 Strategist DPI, section on 'Cascading objectives and alignment with strategy')

Question 6

The manager of a team of highly skilled professionals often handles challenging problems personally in an effort to demonstrate expertise.

Which TWO are the MOST LIKELY consequences of this behaviour?

Decisions take longer

Employee morale improves

Decisions are made quickly

Employee morale suffers

A1 and 2

B2 and 3

C3 and 4

D1 and 4

Answer : D

DPI governance principles highlight that when managers centralize decisions and problem-solving, it creates bottlenecks (delays in decision-making) and reduces team empowerment, leading to lower morale. Thus, options 1 (decisions take longer) and 4 (employee morale suffers) are the consequences. The behaviour undermines delegation 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')

Question 7

A service provider is improving its 'service desk' practice and has established the success factor: ''improved user satisfaction with the service desk.''

Which is the BEST key performance indicator for measuring this?

AReduce time to resolve the underlying cause of incidents

B10% increase in calls resolved without escalation by end of the year

CAccelerate service request fulfilment by the end of quarter 2

DIncrease average time to answer phones by 5%

Answer : B

DPI stresses that KPIs should directly measure progress toward the defined success factor. Here, the success factor is improved user satisfaction with the service desk. Increasing the number of calls resolved without 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')

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