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

Attempt the ITIL practice test and solve real exam-like DPI ITIL4-DPI questions to prepare efficiently and increase your chances of success. Our PeopleCert ITIL4-DPI practice questions match the actual ITIL 4 Strategist: Direct, Plan and Improve exam format, helping you enhance confidence and improve performance. With our DPI ITIL4-DPI practice exam software, you can analyze your performance, identify weak areas, and work on them effectively to boost your final ITIL exam score.

Vendor:	PeopleCert
Exam Name:	ITIL 4 Strategist: Direct, Plan and Improve
Registration Code:	ITIL4-DPI
Related Certification:	PeopleCert ITIL Certification
Exam Track:	IT Governance & Service Management
Exam Audience:	ITIL IT Managers and Engineers,

Total Questions

Last Updated

11-07-2026

Exam Duration

28 MINUTES

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Question: 1

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?

APut compliance controls in place to ensure that all centres of expertise are following the same practices

BPrioritize risk mitigation strategies in alignment with the organization's risk appetite

CEstablish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above

DCollect feedback from both organizational and IT leadership from each region

Answer: C

Explanation:

In DPI, alignment is achieved through cascading objectives: breaking down high-level organizational goals into increasingly detailed objectives at each layer of the organization. This ensures that every division, team, and activity is aligned to the overall strategic vision. Compliance controls (A) only enforce uniformity, not alignment. Risk prioritization (B) is important but narrower in scope. Collecting feedback (D) helps communication but does not ensure systematic alignment.

(Reference: ITIL 4 Strategist DPI, section on 'Cascading objectives and alignment of organizational layers')

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

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')

Question: 3

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

Explanation:

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: 4

An internet service provider has recently acquired a smaller competitor and has performed an analysis of internal and external factors affecting both companies. The competitor was acquired because of their popularity in the market due to excellent service levels. The management are about to integrate the staff and practices of the two organizations and would like to ensure that this is successful.

Which assessment method is BEST for them to adopt?

AStrengths, weaknesses, opportunities, threats (SWOT)

BCustomer/user satisfaction

CChange readiness

DSLA achievement

Answer: A

Explanation:

DPI highlights SWOT analysis as a key assessment tool for mergers, acquisitions, or major integrations. SWOT helps organizations understand internal capabilities (strengths/weaknesses) and external market factors (opportunities/threats). This is critical when combining practices and cultures to ensure strengths are leveraged and weaknesses are mitigated. Customer satisfaction (B) and SLA analysis (D) are narrow operational measures. Change readiness (C) is useful but does not fully assess strategic alignment.

(Reference: ITIL 4 Strategist DPI, section on 'Assessment methods -- SWOT analysis in organizational change')

Question: 5

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

Answer: C

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')

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