Free ITIL ITIL4-DPI Exam Dumps Questions & Answers

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?

• A.  The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
• B.  The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements
• C.  The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model
• D.  The team should focus on the improvement of the 'continual improvement' practice

A project team recently delivered a new service on time and to specification. However, the team encountered a number of issues during the project that resulted in an increase in the resources utilized. The project is about to close and the project team will immediately move on to the next project.
Which is the BEST way to avoid similar issues in the future?

• A.  Conduct a customer satisfaction analysis at the end of the project
• B.  Create a lessons learned report when closing the project
• C.  Complete a SWOT analysis before starting the next project
• D.  Develop a stakeholder communication plan before starting the next project

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?

• A.  Ensure that technical decisions are made by the operational staff who can define the risks
• B.  Keep high-risk decisions within the executive group, but define a policy for delegating other decisions
• C.  Allow people to make decisions about their work, and use training and automation to mitigate the risks
• D.  Refer decisions to line managers, who will escalate cases to the executive group when appropriate

A service provider has established the success factor of:"improved availability of wi-fi service." Using the SMART model, which is the BEST key performance indicator to use to measure this?

• A.  10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
• B.  5% reduction in number of complaints to the service desk by the end of the year
• C.  5% increase in user satisfaction scores for the wi-fi service
• D.  Increase in wi-fi service reliability by the end of quarter 2

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