Free ITIL ITIL4-DPI Exam Dumps Questions & Answers

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

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

An organization is mapping a value stream for an IT service. In the current map, the same activity is repeated multiple times. When identifying opportunities to remove waste from the value streams, it has been determined that several days could be removed from the delivery time by eliminating repeated work.
What is this an example of?

• A.Building value chains on effective practices
• B.Cascading goals through the organization
• C.Establishing clear objectives for assessments
• D.Optimizing a workflow through the organization

Which BEST describes a value stream?

• A.The way an organization applies specific resources to tasks
• B.Steps that add value to a unit of work being processed in the service value chain
• C.A flexible and simple guide that supports improvement initiatives
• D.A structured approach to organizational change, so that staff members feel valued

In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

• A.Ensure that all teams involved in incident resolution collaborate in the development of the policy
• B.Engage with stakeholders to ensure that as much detail as possible is included in the policy
• C.Ensure that any identified exceptions are excluded from the policy to improve clarity
• D.Implement the policy for service desk staff before informing other affected support teams

What is the difference between a policy and a control?

• A.Policies are defined by governance, controls are defined by management
• B.Policies focus on organizations and people, controls focus on information and technology
• C.A policy is a type of control that states what management expects
• D.A control is a type of policy that directs staff behaviour