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ITIL 4 Strategist: Direct, Plan and Improve (DPI) Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which statement describes the influence of services on service consumers' outcomes, costs, and risks?

A. Services remove risks from service consumers without introducing new ones
B. A service should introduce fewer costs than it removes
C. The key benefit of services is to reduce costs and risks
D. Services can negatively affect some outcomes while supporting others

Answer: D

Explanation:
DPI explains that servicesinfluence consumer outcomes, costs, and risksin complex ways. They may enable desired outcomes while also introducing new costs and risks. Thus, services cansupport some outcomes and negatively affect others. They never remove all risks (contradicts B), cost reduction is not the sole benefit (contradicts C), and D oversimplifies the cost-value relationship.
(Reference: ITIL 4 Strategist DPI, section on "Understanding value, outcomes, costs, and risks")

NEW QUESTION # 16
An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.
Which is the BEST description of the team's role in this situation?

A. The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model
B. The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
C. The team should focus on the improvement of the 'continual improvement' practice
D. The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements

Answer: B

Explanation:
According to DPI, thecontinual improvement team's role is to promote a culture of improvementacross the organization. Their purpose is not to own every improvement but toempower all staff to recognize and propose improvements. By enabling knowledge, training, and cultural reinforcement, they encourage everyone to participate. Options A and C are too narrow, and D is too rigid since the continual improvement model isguidance, not a strict sequence.
(Reference: ITIL 4 Strategist DPI, section on "Continual improvement culture and responsibilities")

NEW QUESTION # 17
In an organization, IT teams are working on documented, structured, and systematic processes for all customer-facing work.
Which concept is this an example of?

A. A risk
B. A balanced scorecard
C. A method
D. A control

Answer: C

Explanation:
In DPI, amethodis defined as a structured and systematic approach to performing work, ensuring consistency and repeatability. Documented processes for customer-facing work represent methods applied to service management. Acontrolis something put in place to manage risk, abalanced scorecardis a performance measurement tool, and ariskis a potential event. Hence, "method" is the correct categorization.
(Reference: ITIL 4 Strategist DPI, section on "Policies, controls, and methods")

NEW QUESTION # 18
Which is a result of an organization following the local laws of a country where it operates?

A. Increased risk
B. Improved governance
C. Improved compliance
D. Increased value

Answer: C

Explanation:
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)")

NEW QUESTION # 19
Which describes 'scope of control'?

A. The number of managers to whom an individual must provide regular reports
B. The set of risks that are owned and assessed by a department manager
C. The content of a service improvement plan
D. The extent to which a manager can direct the actions of team members

Answer: D

Explanation:
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")

NEW QUESTION # 20
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