ITIL DPI

1. An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use. What would be a suitable SMART KPI for measuring this improvement?. A. Significant number of user interface improvements implemented over the next six months. B. User satisfaction with the application measured in a monthly survey increases by 30% over the next six months. C. Customer satisfaction with the application measured by using net promoter sco-re increases by 5% each year. D. Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months.

2. When planning a new service, which three factors should be considered when defining the value that the service will create?. A. Efficiency, effectiveness and outcomes. B. Measures, methods and metrics. C. Cost, risks and outcomes. D. Goals, success factors and key performance indicators.

3. Which statement about risks is CORRECT?. A. Only risks that have negative outcomes should be managed. B. Utilizing controls is a key method of managing risks. C. Risk management focuses on events that are certain to occur. D. Risk management applies to direction and planning but not improvement.

4. In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents. Which is the BEST approach for this new policy?. A. Ensure that any identified exceptions are excluded from the policy to improve clarity. B. Ensure that all teams involved in incident resolution collaborate in the development of the policy. C. Implement the policy for service desk staff before informing other affected support teams. D. Engage with stakeholders to ensure that as much detail as possible is included in the policy.

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

6. 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?. A. Collecting feedback. B. Elimination of waste. C. Addressing the four dimensions. D. Organizational change management.

7. A service desk team is often not informed of changes to the production environment and the associated planned downtime. Which is the BEST improvement to make?. A. Establish an additional interface in the value stream. B. Conduct a stakeholder mapping exercise. C. Limit the work in progress. D. Implement organizational change management.

8. An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization's objectives. How can the organization ensure that all IT activities are aligned with the organization's objectives?. A. Put compliance controls in place to ensure that all centres of expertise are following the same practices. B. Prioritize risk mitigation strategies in alignment with the organization's risk appetite. C. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above. D. Collect feedback from both organizational and IT leadership from each region.

9. Who defines the strategic aims of an organization, and provides leadership and reporting to ensure these aims are met?. A. Management. B. Board of directors. C. Shareholders. D. Audit committee.

10. An organization is transitioning to a new customer relationship management system with the aim of expanding its customer base and increasing customer retention. The new cloud-based system will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative has many critics who are concerned with lack of resources. Which stakeholder’s support for this initiative is MOST needed to obtain necessary resources and overcome concerns?. A. Director of Sales. B. Service Level Manager. C. Information Security Manager. D. Call Centre Manager.

11. A company is starting a digital transformation effort that will require significant changes in how IT must operate. The CIO hired consultants to assess the IT department, and they identified a number of improvements that would increase customer value. Which approach would BEST prioritize improvement outcomes?. A. Prioritize outcomes that can be achieved with the least effort, which will help create momentum for future improvements. B. Prioritize outcomes that impact staff the least, which will help staff develop confidence in making improvements. C. Prioritize outcomes that move the organization closer to its vision, which will maximize value for all stakeholders. D. Prioritize outcomes that reduce waste the most, which will ensure efficient use of the organization's resources.

12. 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?. A. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback. B. Establish office hours where staff are encouraged to visit without appointments and discuss their concerns. C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff. D. Publish a printed weekly newsletter that clearly and consistently communicates change.

13. At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it. Which 'organizational change management' requirement does this MOST contribute to?. A. Clear and relevant objectives. B. Strong and committed leadership. C. Willing and prepared participants. D. Sustained improvement.

14. A service provider is using the 'continual improvement model' to structure an improvement initiative for the IT services that they deliver to a customer. During which step in this model will they review how well they are currently satisfying the customer’s legislative requirements?. A. What is the vision?. B. Where are we now?. C. Where do we want to be?. D. How do we get there?.

15. A project team recently delivered a new service on time and to specification. However, the team encountered a number of issues during the project that resulted in an increase in the resources utilized. The project is about to close and the project team will immediately move on to the next project. Which is the BEST way to avoid similar issues in the future?. A. Create a lessons learned report when closing the project. B. Complete a SWOT analysis before starting the next project. C. Conduct a customer satisfaction analysis at the end of the project. D. Develop a stakeholder communication plan before starting the next project.

16. Which BEST describes a value stream?. A. Steps that add value to a unit of work being processed in the service value chain. B. The way an organization applies specific resources to tasks. C. A flexible and simple guide that supports improvement initiatives. D. A structured approach to organizational change, so that staff members feel valued.

17. Which type of plan would outline the organizational vision for a multi-year infrastructure expansion?. A. Tactical. B. Project. C. Operational. D. Strategic.

18. 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?. A. Reduce time to resolve the underlying cause of incidents. B. 10% increase in calls resolved without escalation by end of the year. C. Accelerate service request fulfilment by the end of quarter 2. D. Increase average time to answer phones by 5%.

19. A legacy financial system requires the user to manually enter the time and date of transactions to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are TWO effective controls that could improve compliance? 1. Modify the application to automatically add the current date and time when a transaction is entered; 2. Establish a communication plan to remind users of the importance of including the date and time on transactions; 3. Develop a goals cascade so that all staff know their role in achieving company goals; 4. Create a report showing non-compliant records and take appropriate action to correct them. A. 1 and 2. B. 2 and 3. C. 3 and 4. D. 1 and 4.

20. An organization is drafting a plan to achieve its strategic goals and is ensuring that they consider the involvement of all appropriate stakeholders at all levels in the organization. Which guiding principle are they applying?. A. Focus on value. B. Think and work holistically. C. Collaborate and promote visibility. D. Keep it simple and practical.

21. A service provider is planning an initiative to improve their 'change enablement' practice. The following success factor has been agreed: “Protect customers and users from the adverse effect of changes”. Which key performance indicator (KPI) should be used to measure the achievement of the success factor?. A. Reduce the time taken to authorize changes by 20% within five months. B. Reduce interruptions to customer's business process caused by changes by 10% within six months. C. Optimize overall business risk by improving change control. D. Reduce number of emergency changes caused by incomplete change requests by 7%.

22. The IT organization of a large company has an existing improvement programme. Individual IT divisions have fully embraced continual improvement. The business has seen areas of improved performance, but the improvements do not last long. Which action BEST maintains long-term improvement?. A. Starting all improvement efforts with a clear understanding of the current and desired future state. B. Developing a business case for continual improvement and asking for support from senior management. C. Establishing a strong governance capability to help build a culture of continual improvement. D. Developing a value stream map for the continual improvement effort to better understand how it is working.

23. Which statement about risks is CORRECT?. A. Risks always have a negative impact on business outcomes. B. Controls can be used to manage risks. C. Some risks are certain to occur. D. Operational risks are the most important to manage.

24. A CIO has made value stream mapping a key part of an IT improvement effort. A value stream map for existing services is being developed. Which approach would produce the BEST results?. A. Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream. B. Ask stakeholders to document all value stream activities for which they are responsible, then assign team members to each activity to develop improvements. C. Hire an 'organizational change management' consultant to identify the attitudes, behaviours, and cultural changes that are required to make value streams more effective. D. Ask stakeholders to collaborate to optimize and eliminate waste, and establish metrics for measuring improvement.

25. Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?. A. Direction. B. Planning. C. Improvement. D. Vision.

26. An IT department is functioning as a service provider for the company it is a part of. Which statement about this provider's governance is CORRECT?. A. An internal service provider's governance is limited to external factors such a regulations and legislation. B. An internal service provider is not subject to governance because they are part of the same company. C. An internal service provider cannot govern itself unless it has specifically delegated the authority by the company's governing body. D. An internal service provider must use the service value system instead of governance.

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

28. Which BEST describes the relationship between planning and risk?. A. Planning is a high level function, risk management is a tactical activity. B. Planning should always consider risks and how to mitigate them. C. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed. D. Risk management is the exclusive domain of dedicated risk managers.

29. 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?. A. Reduce time to resolve the underlying cause of incidents. B. 10% increase in calls resolved without escalation by end of the year. C. Accelerate service request fulfilment by the end of quarter 2. D. Increase average time to answer phones by 5%.

30. An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors. Which is MOST important to include in the business case?. A. The techniques used to develop the service provider's strategy. B. The risks to the toolset vendors of not selecting their product. C. An evaluation of organizational constraints on the use of the toolset. D. A description of how the guiding principles will be used to implement the toolset.

31. 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? 1. Decisions take longer 2. Employee morale improves 3. Decisions are made quickly 4. Employee morale suffers. A. 1 and 2. B. 2 and 3. C. 3 and 4. D. 1 and 4.

32. 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?. A. Inform the support team that they will receive regular email updates. B. Initiate a discussion with the support group to understand their preferred method of communication. C. Agree a method for involving the support team in financial decisions. D. Use the same method of communication as agreed with all project stakeholders.

33. A service desk team is often not informed of changes to the production environment and the associated planned downtime. Which is the BEST action to take NEXT?. A. Review the steps in the value streams. B. Conduct a stakeholder mapping exercise. C. Limit the work in progress. D. Implement organizational change management.

34. An organization is mapping a value stream for an IT service. In the current map, the same activity is repeated multiple times. When identifying opportunities to remove waste from the value streams, it has been determined that several days could be removed from the delivery time by eliminating repeated work. What is this an example of?. A. Cascading goals through the organization. B. Building value chains on effective practices. C. Optimizing a workflow through the organization. D. Establishing clear objectives for assessments.

35. An IT service provider uses extensive measurements and reports to ensure that desired actions are being performed. The amount of information is overwhelming for the managers. Which describes the BEST approach for eliminating unnecessary measurements?. A. Evaluate the questions raised by IT managers, and report only on the measurements that generate the most questions. B. Identify the key measurements that demonstrate agreed objectives are being met, and report only on those measurements. C. Identify and report only measurements that have fluctuated significantly for multiple reporting periods. D. Measure and report only on the achievement of the organization's mission and vision.

36. Which is the MOST important goal for a service provider?. A. To increase value. B. To decrease cost. C. To improve outcomes. D. To reduce risks.

37. Which level of plan would focus on activities that are to be completed over the next few months?. A. Strategic. B. Tactical. C. Operational. D. Governance.

38. Which statement about mission and vision statements is CORRECT?. A. A mission statement is used to describe in detail how an organization will achieve its overall purpose. B. A vision statement is used to create enthusiasm for the desired future of the organization. C. A mission statement is used to provide a plan of action designed to achieve a long-term aim. D. A vision statement is used to describe the means by which an organization is directed and controlled.

39. A small service provider is experiencing growth and success. Currently, all important decisions are made by a small executive group. This creates delays because some members of the group are often unavailable. Which is the BEST approach for establishing an authority structure for decision-making within the service provider organization?. A. Refer decisions to line managers, who will escalate cases to the executive group when appropriate. B. Ensure that technical decisions are made by the operational staff who can define the risks. C. Keep high-risk decisions within the executive group, but define a policy for delegating other decisions. D. Allow people to make decisions about their work, and use training and automation to mitigate the risks.

40. Which is a result of an organization following the local laws of a country where it operates?. A. Improved governance. B. Increased risk. C. Improved compliance. D. Increased value.