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Guide for ITIL-4-DPI: PeopleCert ITIL 4 Strategist: Direct, Plan and Improve

Quiz ITIL-4-DPI: PeopleCert ITIL 4 Strategist: Direct, Plan and Improve

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/ 10

Quiz

1/10
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?
Select the answer
1 correct answer
A.
Director of Sales
B.
Service Level Manager
C.
Information Security Manager
D.
Call Centre Manager

Quiz

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

Quiz

3/10
When planning a new service, which three factors should be considered when defining the value that
the service will create?
Select the answer
1 correct answer
A.
Efficiency, effectiveness, and outcomes
B.
Measures, methods, and metrics
C.
Cost, risks, and outcomes
D.
Goals, success factors, and key performance indicators

Quiz

4/10
Which type of plan would outline the organizational vision for a multi-year infrastructure expansion?
Select the answer
1 correct answer
A.
Tactical
B.
Project
C.
Operational
D.
Strategic

Quiz

5/10
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?
Select the answer
1 correct answer
A.
A control
B.
A balanced scorecard
C.
A method
D.
A risk

Quiz

6/10
What is the difference between a policy and a control?
Select the answer
1 correct answer
A.
A policy is a type of control that states what management expects
B.
A control is a type of policy that directs staff behaviour
C.
Policies focus on organizations and people, controls focus on information and technology
D.
Policies are defined by governance, controls are defined by management

Quiz

7/10
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?
Select the answer
1 correct answer
A.
The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements
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 ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model

Quiz

8/10
An organization has determined that a significant percentage of incidents have delayed resolutions
because they are escalated to the wrong team, and need to be reassigned before they can be
resolved. They plan to improve the flow of work by improving the accuracy of incident escalation.
What is this an example of?
Select the answer
1 correct answer
A.
Collecting feedback
B.
Elimination of waste
C.
Addressing the four dimensions
D.
Organizational change management

Quiz

9/10
A small service provider is experiencing growth and success. Currently, all important decisions are
made by a small executive group. This creates delays because some members of the group are often
unavailable.
Which is the BEST approach for establishing an authority structure for decision-making within the
service provider organization?
Select the answer
1 correct answer
A.
Refer decisions to line managers, who will escalate cases to the executive group when appropriate
B.
Ensure that technical decisions are made by the operational staff who can define the risks
C.
Keep high-risk decisions within the executive group, but define a policy for delegating other decisions
D.
Allow people to make decisions about their work, and use training and automation to mitigate the risks

Quiz

10/10
Which concept or activity involves reviewing data to identify what is working well and what needs to
be done differently?
Select the answer
1 correct answer
A.
Direction
B.
Planning
C.
Improvement
D.
Vision
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  • Quiz name:ITIL-4-DPI: PeopleCert ITIL 4 Strategist: Direct, Plan and Improve
  • Total number of questions:40
  • Number of questions for the test:50
  • Pass score:80%

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