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????ITIL4-DPI????????????

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ITIL ITIL4-DPI ????:

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?? 1

Organization Change Management:This section of the exam measures skills of IT Service Managers and explains the role of organizational change management in IT service management.

?? 2

Communication and Collaboration: This section of the exam measures skills of IT Service Managers and focuses on improving communication and collaboration across departments and stakeholders. It highlights how better interaction supports the successful delivery of IT services.

?? 3

Service Performance Metrics: This section of the exam measures skills of IT Service Managers and emphasizes the use of Key Performance Indicators. It highlights how to select, define, and apply metrics to evaluate the efficiency and effectiveness of IT services and processes.

?? 4

Planning: This section of the exam measures skills of Compliance Officers and emphasizes the principles of accurate planning. It ensures candidates understand how to define requirements and use proven methods to deliver results effectively.

>> ITIL4-DPI????? <<

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?? ITIL 4 Strategist ITIL4-DPI ?????? (Q14-Q19):

?? # 14
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. Developing a value stream map for the continual improvement effort to better understand how it is working
D. Establishing a strong governance capability to help build a culture of continual improvement

???D

???
In DPI, sustainable continual improvement requires embedding it into theorganization's governance structures. Governance ensures accountability, decision-making, and cultural reinforcement that prevents improvements from being short-lived. Option A is part of the continual improvement model but does not ensure sustainability. Option B helps with funding, not culture. Option D is useful for visualization but not long-term adoption. Onlystrong governanceembeds continual improvement as anongoing culture.
(Reference: ITIL 4 Strategist DPI, section on "Governance and continual improvement culture")

?? # 15
A service provider has developed a strategy to increase its revenue by launching a new cloud storage service.
This strategy is being cascaded down to the technical teams.
Which is a relevant objective that will support the strategy?

A. Design and implement new infrastructure by the end of quarter 2
B. Increase profit by launching new wi-fi services into new geographic markets
C. Average number of storage access failures per month
D. Achieve a 10% increase in service requests fulfilled in the target time

???A

???
ITIL DPI emphasizes thatobjectives must cascade logically from strategy into actionable plans. Since the strategic goal is to launch anew cloud storage service, the technical objective must directly support that initiative. "Design and implement new infrastructure by the end of quarter 2" is aligned, measurable, and time- bound. The other options either do not directly relate to the cloud service (B, C) or are ongoing operational metrics (A), not strategic enablers.
(Reference: ITIL 4 Strategist DPI, section on "Cascading objectives and alignment with strategy")

?? # 16
Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?

A. Improvement
B. Direction
C. Planning
D. Vision

???A

???
Thecontinual improvement modelin ITIL DPI explicitly requires reviewing data and performance outcomes to determine what is successful and what requires adjustment. This is the essence ofimprovement-using measurement and feedback to guide future action. Direction (A) and vision (D) are long-term guiding elements, while planning (B) organizes work. Onlyimprovementis about data-driven reflection and adaptation.
(Reference: ITIL 4 Strategist DPI, section on "Continual improvement model - steps to evaluate and adapt")

?? # 17
A retailer is considering introducing a new virtual reality feature to its online presence. Recognizing this is a significant effort requiring new skills and technology, the CIO has asked the operations manager to assess the impact to the organization.
Which assessment method would work BEST in this situation?

A. Customer satisfaction analysis
B. SLA achievement analysis
C. Gap analysis
D. Process maturity assessment

???C

???
In ITIL DPI,gap analysisis used to compare the current state against the desired future state. Since the retailer is adoptingnew technology and skills, gap analysis identifies capability shortfalls and resource needs to support the change. Customer satisfaction analysis (A) and SLA analysis (C) measure service performance, not organizational readiness. Process maturity assessment (D) examines process capability but not the holistic gap to achieve new capabilities.
(Reference: ITIL 4 Strategist DPI, section on "Assessment methods - gap analysis for change initiatives")

?? # 18
A company is starting a digital transformation effort that will require significant changes in how IT operates.
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 impact staff the least, which will help staff develop confidence in making improvements
B. Prioritize outcomes that move the organization closer to its vision, which will maximize value for all stakeholders
C. Prioritize outcomes that can be achieved with the least effort, which will help create momentum for future improvements
D. Prioritize outcomes that reduce waste the most, which will ensure efficient use of the organization's resources

???B

???
DPI emphasizes that improvements should be prioritized based onstrategic alignment with the organizational vision. This ensures that the most valuable outcomes are delivered first, maximizing stakeholder benefit. While "quick wins" (A), minimizing staff disruption (B), and waste reduction (D) are important considerations, they are secondary tomoving closer to the strategic vision.
(Reference: ITIL 4 Strategist DPI, section on "Prioritizing improvements - alignment with vision and strategy")

?? # 19
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