Free Practice Questions for PeopleCert ITIL4-DPI Exam

Question 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?

AA significant number of user interface improvements implemented over the next six months

BUser satisfaction with the application measured in a monthly survey increases by 30% over the next six months

CCustomer satisfaction with the application measured by using net promoter score increases by 5% each year

DUsability of the application evaluated by the application manager improves from 'poor' to 'good' over the next six months

Correct Answer: B. User satisfaction with the application measured in a monthly survey increases by 30% over the next six months

Explanation:

In DPI, KPIs must be SMART (Specific, Measurable, Achievable, Relevant, Time-bound). Option B is the only one that fully meets SMART criteria:

Specific (user satisfaction with the application),

Measurable (30% increase),

Achievable (reasonable improvement target),

Relevant (directly tied to usability),

Time-bound (six months).

Options A and D lack measurable objectivity, while C is too broad and long-term.

(Reference: ITIL 4 Strategist DPI, section on 'Measurement and reporting -- setting SMART objectives and KPIs')

Question 2

An organization is transitioning to a new customer relationship management (CRM) 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?

ADirector of Sales

BService Level Manager

CInformation Security Manager

DCall Centre Manager

Correct Answer: A. Director of Sales

Explanation:

In ITIL 4 DPI, governance ensures that high-cost, high-priority initiatives align with strategic direction. For initiatives that affect customer base and retention, executive sponsorship is crucial to secure resources and overcome resistance. The Director of Sales is the key stakeholder since this system directly impacts sales growth and customer management. While service level, security, and call centre roles are important operationally, only executive-level oversight ensures the initiative is prioritized and funded.

(Reference: ITIL 4 Strategist DPI, section on 'Governance at multiple levels -- Strategic oversight and sponsorship')

Question 3

A service provider is implementing a new self-service portal for users to request access to IT services. The portal will be made available to 5000 users across 50 sites.

Which is the BEST guidance for producing guidelines for users of the self-service portal?

ACirculate detailed guidelines to users for using the self-service portal to request access to IT services

BProvide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users

CProduce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions

DProvide guidelines outlining the difference from previous methods of requesting access to IT services

Correct Answer: C. Produce simple guidelines for users of the self-service portal for access requests, making it clear who to contact for exceptions

Explanation:

DPI and the guiding principle ''Keep it simple and practical'' stress that guidance should be clear, concise, and user-friendly. With 5000 users, simple guidelines prevent confusion and reduce support overhead. Explicit instructions on who to contact for exceptions ensures smooth adoption. Options A and D risk overwhelming users with detail, while B shifts responsibility to the service desk instead of empowering users.

(Reference: ITIL 4 Strategist DPI, section on 'Organizational change management -- communication and adoption support')

Question 4

A service provider has experienced a number of problems with their cloud storage service that have caused service outages. Problem management has successfully identified the cause of each incident, but further improvements to the service are considered necessary.

Which is the BEST example of using the 'continual improvement model' to guide improvements to the service?

AUse the model to identify and compare improvements to the 'problem management' practice

BUse the model to identify and prioritize improvements to the cloud storage service

CUse the model to restore and recover the cloud storage service each time the service fails

DUse the model to assess and authorize changes to improve the cloud storage service

Correct Answer: B. Use the model to identify and prioritize improvements to the cloud storage service

Explanation:

The continual improvement model is applied to evaluate, prioritize, and implement improvements across services, practices, and processes. Here, the focus is the cloud storage service, not just the practice of problem management. Option B reflects the model's purpose---identify improvement opportunities, assess priorities, and act to prevent recurrence of failures. Options A, C, and D misapply the model to either specific practices or operational recovery, not holistic improvement.

(Reference: ITIL 4 Strategist DPI, section on 'Applying the continual improvement model to services and practices')

Question 5

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?

AThe team should be the central point of responsibility for the identification, proposal, and implementation of all improvements

BThe team should ensure that everyone in the organization is empowered and trained to identify and propose improvements

CThe team should focus on the improvement of the 'continual improvement' practice

DThe team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model

Correct Answer: B. The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements

Explanation:

According to DPI, the continual improvement team's role is to promote a culture of improvement across the organization. Their purpose is not to own every improvement but to empower 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 is guidance, not a strict sequence.

(Reference: ITIL 4 Strategist DPI, section on 'Continual improvement culture and responsibilities')

Question 6

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

Correct Answer: A. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

Explanation:

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')