Online Access Free ITIL4-DPI Exam Questions

When planning a new service, which three factors should be considered when defining the value that the service will create?

• A.Efficiency, effectiveness, and outcomes
• B.Goals, success factors, and key performance indicators
• C.Measures, methods, and metrics
• D.Cost, risks, and outcomes

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

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 risk
• B.A control
• C.A balanced scorecard
• D.A method

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?

• A.Information Security Manager
• B.Service Level Manager
• C.Director of Sales
• D.Call Centre Manager

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?

• A.The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model
• B.The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
• C.The team should focus on the improvement of the 'continual improvement' practice
• D.The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements