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 ITIL4-DPI Dumps with Practice Exam Questions Answers

Questions: 40 Questions and Answers With Step-by-Step Explanation

Last Update: Aug 25, 2025

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ITIL4-DPI Question Includes: Single Choice Questions: 40,

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ITIL4-DPI Questions and Answers

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?

A.

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 score 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

Question # 2

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.

Gap analysis

C.

SLA achievement analysis

D.

Process maturity assessment

Question # 3

An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement.

Which is an appropriate method for this?

A.

Ask managers to provide information about staff attitudes to the change

B.

Send frequent email updates explaining the importance of the change

C.

Provide responses to frequently asked questions (FAQ) on a website

D.

Provide managers with the tools they need to manage people through the change

Question # 4

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 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

Question # 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

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