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免費PDF ITIL4-DPI資料＆資格考試的領導者和精心準備的ITIL4-DPI：ITIL 4 Strategist: Direct, Plan and Improve (DPI)

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ITIL ITIL4-DPI 考試大綱：

主題
簡介

主題 1

Governance and Compliance: This section of the exam measures skills of Compliance Officers and focuses on establishing governance structures that align with organizational needs. It also ensures that regulations, standards, and policies are followed consistently to maintain accountability.

主題 2

Continual Improvement: This section of the exam measures skills of Compliance Officers and explores the principles of continual improvement. It encourages the use of data, feedback, and structured practices to enhance services and adapt processes over time.

主題 3

Key Concepts: This section of the exam measures skills of IT Service Managers and covers the essential ideas of ITIL 4 Direct, Plan, and Improve. It introduces the importance of creating value by balancing outcomes, costs, and risks within IT service management.

主題 4

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.

主題 5

Risk Management: This section of the exam measures skills of IT Service Managers and provides an understanding of risk management in IT services. It focuses on helping organizations anticipate, minimize, and respond effectively to potential disruptions or losses.

主題 6

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.

主題 7

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.

主題 8

Value Stream Mapping: This section of the exam measures skills of Compliance Officers and covers the use of value stream mapping. It shows how identifying process inefficiencies and improving workflows can optimize the overall delivery of value.

>> ITIL4-DPI資料 <<

ITIL4-DPI考古題介紹 - ITIL4-DPI考試大綱

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最新的 ITIL 4 Strategist ITIL4-DPI 免費考試真題 (Q19-Q24):

問題 #19
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. An evaluation of organizational constraints on the use of the toolset
B. The risks to the toolset vendors of not selecting their product
C. The techniques used to develop the service provider's strategy
D. A description of how the guiding principles will be used to implement the toolset

答案：A

解題說明：
DPI explains that a business case must include anevaluation of constraints(financial, technical, cultural, and organizational) that might affect adoption of the solution. This ensures feasibility and realistic planning.
Option A (strategy techniques) is irrelevant here. Option B is vendor-focused, not organizational. Option D (guiding principles) supports implementation but is not central to justifying the case.
(Reference: ITIL 4 Strategist DPI, section on "Business cases - evaluating options and constraints")

問題 #20
Which statement describes the influence of services on service consumers' outcomes, costs, and risks?

A. A service should introduce fewer costs than it removes
B. Services can negatively affect some outcomes while supporting others
C. Services remove risks from service consumers without introducing new ones
D. The key benefit of services is to reduce costs and risks

答案：B

解題說明：
DPI explains that servicesinfluence consumer outcomes, costs, and risksin complex ways. They may enable desired outcomes while also introducing new costs and risks. Thus, services cansupport some outcomes and negatively affect others. They never remove all risks (contradicts B), cost reduction is not the sole benefit (contradicts C), and D oversimplifies the cost-value relationship.
(Reference: ITIL 4 Strategist DPI, section on "Understanding value, outcomes, costs, and risks")

問題 #21
Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?

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

答案：B

解題說明：
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")

問題 #22
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. Accelerate service request fulfilment by the end of quarter 2
B. Reduce time to resolve the underlying cause of incidents
C. Increase average time to answer phones by 5%
D. 10% increase in calls resolved without escalation by end of the year

答案：D

解題說明：
DPI stresses that KPIs should directly measureprogress toward the defined success factor. Here, the success factor isimproved user satisfaction with the service desk. Increasing the number of calls resolvedwithout escalation(Option B) directly contributes to satisfaction: faster resolutions, fewer transfers, and better customer experience. Options A and C measure efficiency but not directly user satisfaction. Option D worsens satisfaction by increasing wait times.
(Reference: ITIL 4 Strategist DPI, section on "Defining and measuring critical success factors and KPIs")

問題 #23
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. Developing a value stream map for the continual improvement effort to better understand how it is working
B. Starting all improvement efforts with a clear understanding of the current and desired future state
C. Establishing a strong governance capability to help build a culture of continual improvement
D. Developing a business case for continual improvement and asking for support from senior management

答案：C

解題說明：
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")

問題 #24
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