Question 1

An internet service provider has recently acquired a smaller competitor and has performed an analysis of internal and external factors affecting both companies. The competitor was acquired because of their popularity in the market due to excellent service levels. The management are about to integrate the staff and practices of the two organizations and would like to ensure that this is successful.

Which assessment method is BEST for them to adopt?

AStrengths, weaknesses, opportunities, threats (SWOT)

BCustomer/user satisfaction

CChange readiness

DSLA achievement

Answer : A

DPI highlights SWOT analysis as a key assessment tool for mergers, acquisitions, or major integrations. SWOT helps organizations understand internal capabilities (strengths/weaknesses) and external 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')

Question 2

What is the difference between a policy and a control?

AA policy is a type of control that states what management expects

BA control is a type of policy that directs staff behaviour

CPolicies focus on organizations and people, controls focus on information and technology

DPolicies are defined by governance, controls are defined by management

Answer : D

In ITIL 4 DPI, policies are the high-level expectations, rules, or guidelines that are defined by the organization's governing body. They establish the framework for decision-making and behaviour. Controls, on the other hand, are management mechanisms used to enforce policies and ensure compliance. Thus, policies come from governance, while controls are implemented by management to enforce those policies.

(Reference: ITIL 4 Strategist DPI, section on 'Policies, controls, and guidelines -- governance vs. management responsibilities')

Question 3

An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization's objectives.

How can the organization ensure that all IT activities are aligned with the organization's objectives?

APut compliance controls in place to ensure that all centres of expertise are following the same practices

BPrioritize risk mitigation strategies in alignment with the organization's risk appetite

CEstablish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above

DCollect feedback from both organizational and IT leadership from each region

Answer : C

In DPI, alignment is achieved through cascading objectives: breaking down high-level organizational goals into increasingly detailed objectives at each layer of the organization. This ensures that every division, team, and activity is aligned to the overall strategic vision. Compliance controls (A) only enforce uniformity, not alignment. Risk prioritization (B) is important but narrower in scope. Collecting feedback (D) helps communication but does not ensure systematic alignment.

(Reference: ITIL 4 Strategist DPI, section on 'Cascading objectives and alignment of organizational layers')

Question 4

A manager is planning which interfaces will be needed across the value stream when a new service is created.

Which of these steps should be carried out FIRST?

AIdentify tools that will be used to develop and deploy the service

BIdentify practices that will be used to create and manage the service

CIdentify utility and warranty requirements for the service

DIdentify and involve stakeholders in the service

Answer : D

According to DPI, the first step in value stream planning is to involve stakeholders. Stakeholders help identify requirements, expectations, and dependencies, ensuring the value stream design supports utility (fit for purpose) and warranty (fit for use). Tools and practices (A and B) come later, once needs are clarified. Utility and warranty requirements (C) are critical, but they must be established with stakeholder input, not in isolation.

(Reference: ITIL 4 Strategist DPI, section on 'Value stream mapping -- stakeholder involvement in design')

Question 5

Which describes 'scope of control'?

AThe content of a service improvement plan

BThe set of risks that are owned and assessed by a department manager

CThe extent to which a manager can direct the actions of team members

DThe number of managers to whom an individual must provide regular reports

Answer : C

In DPI, scope of control refers to the authority 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')

Free Practice Questions for PeopleCert ITIL4-DPI Exam

Question 1

Question 2

Question 3

Question 4

Question 5