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1 / 60

Which of the following practices is focused on ensuring that the right resources are available to deliver services in ITIL 4-DPI?

Change Control

Supplier Management

Capacity and Performance Management

Service Continuity Management

2 / 60

In ITIL 4-DPI, what is the key role of "Problem Management"?

To manage customer complaints and feedback

To track and report service performance against SLAs

To ensure that new services meet stakeholder expectations

To prevent and eliminate recurring incidents by identifying and resolving root causes

3 / 60

What is the key responsibility of the "Service Catalog Management" practice in ITIL 4-DPI?

To develop and transition new services

To define service level agreements with customers

To manage the financial performance of IT services

To ensure that the service catalog is accurate and up to date

4 / 60

Which practice is crucial for managing changes that may impact the service's stability and performance in ITIL 4-DPI?

Change Control

Problem Management

Service Request Management

Service Continuity Management

5 / 60

In the context of ITIL 4-DPI, which value chain activity is responsible for managing stakeholder expectations?

Design & Transition

Deliver & Support

Engage

Improve

6 / 60

In ITIL 4-DPI, which of the following practices helps in identifying and addressing service risks and opportunities?

Incident Management

Risk Management

Continual Improvement

Service Portfolio Management

7 / 60

In ITIL 4-DPI, which practice focuses on managing and improving customer experiences through engagement?

Change Control

Continual Improvement

Service Request Management

Customer Relationship Management

8 / 60

Which practice is primarily concerned with ensuring that the right services are in place to meet stakeholder needs in ITIL 4-DPI?

Portfolio Management

Problem Management

Relationship Management

Service Continuity Management

9 / 60

What is the relationship between governance and continual improvement in ITIL 4-DPI?

Governance is only concerned with financial reporting

Governance drives the execution of improvement activities

Governance establishes metrics for continuous service improvements

Governance ensures that continual improvement initiatives are compliant with business objectives

10 / 60

What is the purpose of "Service Level Management" in the ITIL 4-DPI framework?

To reduce operational costs

To ensure service agreements are met according to stakeholder expectations

To analyze risks and implement mitigation strategies

To measure and report on service performance

11 / 60

Which practice ensures that the service improvement process remains aligned with organizational objectives in ITIL 4-DPI?

Governance

Change Control

Continual Improvement

Service Level Management

12 / 60

Which practice is used to ensure that service improvement initiatives are measurable and quantifiable in ITIL 4-DPI?

Service Monitoring & Reporting

Incident Management

Problem Management

Continual Improvement

13 / 60

How does the "Plan" value chain activity help with service improvement in ITIL 4-DPI?

By tracking and reporting on service performance

By allocating resources to support day-to-day operations

By ensuring that all services are aligned with business needs and strategy

By designing new services based on customer feedback

14 / 60

What is a "Key Performance Indicator" (KPI) used for in the ITIL 4-DPI framework?

To track service costs

To measure service downtime

To track stakeholder satisfaction

To measure the success of service improvement initiatives

15 / 60

Which practice within ITIL 4-DPI focuses on the ongoing measurement and evaluation of service performance?

Service Level Management

Continual Improvement

Change Control

Risk Management

16 / 60

What does "Service Integration and Management" (SIAM) achieve in the context of ITIL 4-DPI?

It optimizes the use of IT resources across the organization

It defines the performance metrics for each service provider

It ensures the seamless integration and management of multiple service providers

It improves communication between service teams

17 / 60

In ITIL 4-DPI, how does the "Improve" activity contribute to the service value chain?

By continuously analyzing and improving service performance

By monitoring service operations for immediate resolution of issues

By integrating new technologies into the service portfolio

By enhancing the service design phase to make the process more efficient

18 / 60

Which activity within the ITIL 4-DPI framework ensures alignment between service improvement initiatives and the overall business strategy?

Plan

Improve

Engage

Deliver & Support

19 / 60

Which of the following is a key characteristic of the "Service Value System" in ITIL 4-DPI?

It focuses on service delivery speed

It is solely dedicated to service operations

It focuses on the continuous creation of value for stakeholders

It is only concerned with financial outcomes of service improvements

20 / 60

In the ITIL 4-DPI framework, which value chain activity is focused on optimizing service value over time?

Plan

Improve

Design & Transition

Deliver & Support

21 / 60

Which practice is crucial for ensuring that improvements are continuously aligned with organizational goals in ITIL 4-DPI?

Change Control

Incident Management

Service Level Management

Continual Improvement

22 / 60

Which of the following best describes the "Value Stream" in the ITIL 4-DPI framework?

A method for tracking customer feedback

A document outlining all service agreements

A detailed map of the entire service lifecycle

A step-by-step process to deliver value to the customer

23 / 60

What is the main objective of "Service Integration and Management" (SIAM) in the context of ITIL 4-DPI?

To create new services based on customer feedback

To measure and report on the performance of individual service providers

To integrate and manage multiple service providers to ensure end-to-end service delivery

To design services with minimal resources

24 / 60

What is one of the benefits of the "Plan" activity in the ITIL 4-DPI model?

It provides a roadmap for incident management

It allows for the development of new service offerings

It helps in identifying ways to reduce costs in service operations

It ensures that service improvement activities are aligned with business goals

25 / 60

What is the primary goal of the "Improve" activity in the ITIL 4-DPI model?

To establish better stakeholder relationships

To ensure service levels are met

To optimize services by aligning them with customer expectations

To minimize operational costs

26 / 60

What is the purpose of "Governance" within the ITIL 4-DPI framework?

To control and ensure that improvements are in line with organizational strategy

To manage incidents and service disruptions

To implement service improvements

To define and design new services

27 / 60

Which of the following practices is concerned with tracking, analyzing, and responding to service performance data?

Change Control

Service Monitoring

Continual Improvement

Service Level Management

28 / 60

In ITIL 4-DPI, what is the role of the "Service Value Chain"?

To track customer complaints and resolve issues

To monitor service performance and report on it

To ensure all activities are aligned and contribute to value creation

To manage the development of new service designs

29 / 60

How does the ITIL 4-DPI model support decision-making regarding service improvements?

By focusing exclusively on cost reduction

By setting fixed service targets that do not change

By eliminating the need for external service providers

By utilizing data and feedback to measure improvement opportunities

30 / 60

Which of the following is NOT a characteristic of the "Plan" activity in ITIL 4-DPI?

Managing day-to-day service operations

Assessing business and service performance

Defining how services should be designed and operated

Identifying necessary resources for service management

31 / 60

What is the role of "Governance" in ITIL 4-DPI?

To design services that meet customer requirements

To provide a framework for decision-making and accountability

To ensure that service metrics are aligned with industry standards

To monitor service performance and make necessary adjustments

32 / 60

In the ITIL 4-DPI model, which practice is responsible for ensuring that improvement activities are coordinated and aligned with the organization’s strategy?

Service Desk

Change Control

Incident Management

Continual Improvement

33 / 60

Which of the following best describes a "Key Performance Indicator" (KPI)?

A tool for tracking costs of service operations

A measurement that quantifies customer complaints

A metric used to track the progress of a service improvement initiative

A method to ensure services are delivered within budget

34 / 60

Which of the following is an activity that occurs in the "Improve" stage of the service value chain?

Measuring and analyzing performance to identify improvement opportunities

Designing service blueprints

Defining service requirements

Establishing new service relationships

35 / 60

In the context of ITIL 4-DPI, what is the purpose of the "Service Value System" (SVS)?

To define the strategy for delivering services

To monitor and assess stakeholder satisfaction

To ensure service operations are efficient and cost-effective

To ensure all components and activities work together to create value

36 / 60

What is the focus of the "Engage" activity in the ITIL 4-DPI model?

To continuously improve service quality

To create new service offerings

To develop and maintain relationships with stakeholders

To evaluate the performance of service providers

37 / 60

How does ITIL 4-DPI view "service improvement"?

As a one-time activity to fix issues

As an ongoing process that is aligned with business needs

As an activity done only after service delivery

As a process to reduce service costs

38 / 60

What is the primary goal of the "Plan" activity in ITIL 4-DPI?

To manage communication with stakeholders

To determine how resources will be allocated to meet business goals

To define the processes that support service improvement

To ensure services are continually improved

39 / 60

Which of the following is an example of a key performance indicator (KPI) for service improvement?

Total number of incidents resolved

Number of system outages

Customer satisfaction score

Percentage of service desk tickets closed on time

40 / 60

In ITIL 4-DPI, what does Service Integration and Management (SIAM) focus on?

Designing services based on customer feedback

Monitoring service performance and defining KPIs

Identifying new service opportunities for business growth

Coordinating multiple service providers to ensure end-to-end service management

41 / 60

Which practice focuses on gathering feedback to ensure improvement initiatives are effective?

Change Control

Continual Improvement

Service Level Management

Incident Management

42 / 60

What is the key objective of the "Direct" activity in the Direct, Plan, and Improve model?

Aligning the strategy with the business’s goals and vision

Ensuring services are delivered on time

Improving customer satisfaction through service optimization

Managing risk in service delivery

43 / 60

In ITIL 4-DPI, what does "Design Thinking" primarily aim to do?

Create innovative service designs that focus on customer experience

Establish strict guidelines for service operations

Develop a model for automating service management

Improve cost-efficiency in service delivery

44 / 60

Which of these practices ensures that service improvement activities align with business objectives?

Change Control

Continual Improvement

Incident Management

Service Level Management

45 / 60

What is the role of Value Stream Mapping in service improvement?

It helps measure customer satisfaction

It creates new service designs from scratch

It visualizes the flow of value through service processes

It tracks the lifecycle of each service

46 / 60

In the context of ITIL 4-DPI, what is the focus of the "Engage" activity?

To continuously improve service quality

To ensure services meet business goals

To monitor and assess stakeholder satisfaction

To build and manage relationships with stakeholders

47 / 60

Which of the following is the most critical outcome of the "Improve" activity in the service value chain?

Continuous alignment with stakeholder expectations

Achieving cost reductions in service delivery

Increased service provider collaboration

Maximizing the use of automation tools

48 / 60

What is the primary purpose of the "Plan" activity in the Direct, Plan, and Improve model?

To ensure resources are allocated effectively

To establish and control the activities for service improvement

To define how services should be operated

To analyze risks and create mitigation strategies

49 / 60

Which of these is a critical success factor for strategic planning in ITIL 4 DPI?

Reducing IT service costs at all times

Focusing only on short-term projects

Aligning IT initiatives with organizational goals

Isolating IT operations from business strategy

50 / 60

What is the main goal of continual improvement in ITIL 4 DPI?

To enhance services and align them with business needs

To implement changes without stakeholder involvement

To standardize all IT processes

To eliminate all service failures

51 / 60

How does Organizational Change Management (OCM) contribute to ITIL 4 DPI?

It eliminates the need for training and development

It ensures that service improvement initiatives consider human factors

It focuses solely on system automation

It prevents all resistance to change

52 / 60

Which type of risk should be considered in ITIL 4 DPI’s risk management framework?

Strategic, operational, and compliance risks

Only financial risks

Only compliance risks

Only technological risks

53 / 60

What is a key characteristic of good measurement in ITIL 4 DPI?

It focuses only on financial metrics

It aligns with business objectives and provides actionable insights

It is subjective and varies between teams

It measures everything without prioritization

54 / 60

In ITIL 4 DPI, what is the purpose of 'Value Stream Mapping'?

To document governance policies

To define service-level agreements (SLAs)

To automate incident resolution processes

To identify inefficiencies and optimize service workflows

55 / 60

Why is defining a shared vision important in ITIL 4 DPI?

It focuses only on short-term operational efficiency

It eliminates the need for change management

It allows IT teams to operate independently from business strategy

It ensures alignment between organizational goals and service management

56 / 60

What does the 'Continual Improvement Model' in ITIL 4 DPI emphasize?

Taking reactive steps only when issues arise

Creating a one-time improvement plan

Using a structured approach for ongoing service enhancements

Ignoring small inefficiencies to focus on major process overhauls

57 / 60

Which of the following is NOT a key component of strategic planning in ITIL 4 DPI?

Setting long-term organizational goals

Managing day-to-day service desk operations

Understanding external market conditions

Establishing key performance indicators (KPIs)

58 / 60

What is the primary role of governance in ITIL 4 DPI?

To ensure compliance, strategic alignment, and decision-making

To monitor operational incidents

To focus solely on IT service delivery

To establish a framework for technical troubleshooting

59 / 60

Which ITIL 4 DPI principle ensures that data-driven decisions are prioritized?

Focus on Value

Think and Work Holistically

Evidence-Based Decision Making

Progress Iteratively with Feedback

60 / 60

What is the primary objective of ITIL 4 Direct, Plan, and Improve?

To automate all IT processes

To manage incidents and service requests

To develop a new service management model

To establish a framework for continual improvement and governance

Your score is

The average score is 82%

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Free ITIL-4-DPI Exam Questions – 2025 Updated

Prepare Better for the ITIL-4-DPI Exam with Our Free and Trusted ITIL-4-DPI Exam Questions – 2025 Updated.

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