ITIL4-DPI ITIL 4 Strategist: Direct, Plan and Improve (DPI) Questions and Answers

DPI highlightsSWOT analysisas a key assessment tool for mergers, acquisitions, or major integrations. SWOT helps organizations understandinternal capabilities (strengths/weaknesses)andexternal market factors (opportunities/threats). This is critical when combining practices and cultures to ensure strengths are leveraged and weaknesses are mitigated. Customer satisfaction (B) and SLA analysis (D) are narrow operational measures. Change readiness (C) is useful but does not fully assess strategic alignment.

(Reference: ITIL® 4 Strategist DPI, section on "Assessment methods – SWOT analysis in organizational change")

The DPI guidance emphasizescollaboration and visibilityas essential principles in planning. By ensuringall stakeholders at every level are engaged, the organization promotes shared ownership and transparency. “Focus on value” (A) targets alignment to business outcomes, “Think and work holistically” (B) refers to systems thinking, and “Keep it simple and practical” (D) ensures clarity. The scenario most directly reflectscollaboration and visibility.

(Reference: ITIL® 4 Strategist DPI, section on "Guiding principles – Collaborate and promote visibility")

ITIL DPI appliesLean principlessuch as theelimination of waste. Repeated reassignments and delays in incident handling represent a form of waste in workflow. Improving accuracy of escalation removes unnecessary handoffs and accelerates resolution, optimizing flow. This aligns with Lean-inspired waste elimination. OCM (D) is about managing people through change, not fixing workflow inefficiencies.

(Reference: ITIL® 4 Strategist DPI, section on "Lean principles – eliminate waste and optimize flow")

DPI clarifies thatgovernance always comes from the organization’s governing body. Internal service providers do not operate independently; they must follow the governance structures of the parent organization. They may only self-governif explicitly delegated authority. Option A is incorrect (governance covers internal and external). Option B is false—governance always applies. Option D is misleading; theSVS supports governance, not replaces it.

(Reference: ITIL® 4 Strategist DPI, section on "Governance in internal and external service provider contexts")

In DPI,planning and risk management are inseparable. Every plan should consider uncertainties and include mitigation strategies. Option B captures this integration directly. Option A is misleading: both planning and risk management happen at all levels. Option C partially reflects the relationship but is incomplete. Option D contradicts DPI guidance:risk management is an organizational responsibility, not just for specialists.

(Reference: ITIL® 4 Strategist DPI, section on "Integration of planning and risk management")

In DPI,scope of controlrefers to theauthority and influence a manager has over people and activities. It defines how far their decision-making power extends—essential for ensuring clarity in governance and accountability. It is not about risks owned (B), reporting relationships (D), or specific improvement content (A).

(Reference: ITIL® 4 Strategist DPI, section on "Governance structures – scope of control vs. span of control")

According to DPI, thecontinual improvement team’s role is to promote a culture of improvementacross the organization. Their purpose is not to own every improvement but toempower all staff to recognize and propose improvements. By enabling knowledge, training, and cultural reinforcement, they encourage everyone to participate. Options A and C are too narrow, and D is too rigid since the continual improvement model isguidance, not a strict sequence.

(Reference: ITIL® 4 Strategist DPI, section on "Continual improvement culture and responsibilities")

DPI defines avalue streamas “a series of steps an organization undertakes to create and deliver products and services to consumers.” It describeshow value is created and flowsthrough the service value chain. Option A directly reflects this definition. Options B, C, and D refer to resources, guidance, or change management, not the definition of value streams.

(Reference: ITIL® 4 Strategist DPI, section on "Value stream mapping – definition and purpose")

In DPI,effective communication is critical in organizational change management. For large user bases, the communication plan must:

Engage customers directly in reviews (two-way communication),

Provide clear, proactive messaging to users (email with dates and benefits).

This ensures visibility and minimizes confusion. Options A and D lack adequate two-way engagement, and C provides fragmented communication. Option B reflects DPI’s emphasis ontimely, consistent, and role-appropriate communication.

(Reference: ITIL® 4 Strategist DPI, section on "OCM – communication and stakeholder engagement in change")