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ITIL 4 Strategist ITIL 4 Strategist: Direct, Plan and Improve (DPI)

ITIL 4 Strategist: Direct, Plan and Improve (DPI)

Last Update Oct 11, 2026
Total Questions : 40

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Questions 2

A company has a new, global line of business that has changed how the IT department supports the systems. Recognizing the need for two-way communication for the required changes, IT managers need better ways of obtaining feedback.

Which describes the BEST approach for establishing effective feedback channels?

Options:

A.  

Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

B.  

Establish office hours where staff are encouraged to visit without appointments and discuss their concerns

C.  

Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

D.  

Publish a printed weekly newsletter that clearly and consistently communicates change

Discussion 0
Questions 3

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?

Options:

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

Discussion 0
Questions 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?

Options:

A.  

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

B.  

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

C.  

Identify utility and warranty requirements for the service

D.  

Identify and involve stakeholders in the service

Discussion 0
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Questions 5

An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement.

Which is an appropriate method for this?

Options:

A.  

Ask managers to provide information about staff attitudes to the change

B.  

Send frequent email updates explaining the importance of the change

C.  

Provide responses to frequently asked questions (FAQ) on a website

D.  

Provide managers with the tools they need to manage people through the change

Discussion 0
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2026-09-28
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