DPI Practice Test 5 — 10 Questions

Question 1

An organization is establishing a continual improvement practice using the ITIL Continual Improvement model. Which TWO of the following activities are associated with Step 2 ('Where are we now?') of the model? (Choose two)

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Gathering feedback and conducting stakeholder interviews regarding current pain points.. Step 2 ('Where are we now?') involves assessing the current state to establish a reliable baseline. This includes conducting baseline assessments and performing stakeholder interviews or maturity assessments to understand the starting point.

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Verifying whether expected financial targets have been achieved.

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Executing the tactical implementation plan and deploying code.

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Defining the corporate strategic vision and mission statements.

Question 2

An IT director is assessing improvement opportunities across the enterprise using the EFQM (European Foundation for Quality Management) Model. Which THREE of the following criteria categories belong to the EFQM 'Execution' (Enablers) group? (Choose three)

Accepted Answer

Processes and Products (creating sustainable value). The EFQM Model divides criteria into Direction, Execution, and Results. The Execution (Enablers) group includes People, Strategy, Partners & Resources, and Processes & Products.

Answer

Stakeholder Perceptions (customer and employee feedback results)

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Strategic Performance Results (financial and operational outcomes)

Question 3

An enterprise is conducting a comprehensive continual improvement review spanning all four dimensions of service management. Which THREE of the following examples correspond to improvements in the 'Partners and suppliers' dimension? (Choose three)

Accepted Answer

Establishing a formal vendor performance review board to evaluate managed service provider delivery quality.. The 'Partners and suppliers' dimension encompasses relationships with third-party vendors, contractors, SaaS providers, and outsourced partners. Actions involving vendor contract restructuring, SLA renegotiation, and supplier onboarding fit this dimension.

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Conducting mandatory agile coding bootcamps for internal software developers.

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Migrating legacy monolithic databases to containerized microservices on Kubernetes.

Question 4

An IT strategy emphasizes customer-centricity and rapid innovation. During operational planning, the team creates rigid change control policies that require 30 days of review for any minor update. What type of misalignment does this represent?

Accepted Answer

Misalignment between strategic agility goals and rigid operational controls.. This represents a misalignment between strategic goals (rapid innovation) and operational execution (rigid, slow controls).

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An effective integration of the 'Focus on value' guiding principle.

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Perfect alignment between financial budgeting and technical architecture.

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Optimal value stream flow with minimal lead time.

Question 5

An IT strategy execution team is reviewing potential causes for strategy failure during the operational planning phase. Which THREE common pitfalls should they guard against? (Choose three)

Accepted Answer

Failing to align operational metrics and daily tasks with strategic goals.. Common pitfalls in strategy execution include lack of leadership commitment, poor alignment between strategy and daily operations, and failing to measure progress properly.

Answer

Actively collaborating across organizational silos.

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Iteratively reviewing feedback from customers and employees.

Question 6

An organization is applying the ITIL Continual Improvement model. Which TWO of the following questions from the model focus specifically on measuring results and sustaining progress? (Choose two)

Accepted Answer

How do we keep the momentum going?. Step 6 ('Did we get there?') evaluates results and target achievement. Step 7 ('How do we keep the momentum going?') focuses on embedding changes to sustain progress.

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Where are we now?

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How do we get there?

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What is the vision?

Question 7

An IT improvement team is utilizing root cause analysis methods to investigate recurrent service failures. Which THREE of the following are recognized root cause analysis or diagnostic techniques supported in ITIL continual improvement practices? (Choose three)

Accepted Answer

Ishikawa (Fishbone) diagram. Recognized diagnostic and problem-solving techniques in ITIL include the Ishikawa (fishbone) diagram, the 5 Whys, Pareto analysis, fault tree analysis, and brainstorming.

Answer

Service Level Agreement (SLA) percentage breach calculation

Answer

Balanced Scorecard financial depreciation modeling

Question 8

An organization is launching an enterprise-wide continual improvement campaign. Which TWO of the following communication strategies should leadership employ to ensure high engagement and transparency? (Choose two)

Accepted Answer

Publish regular updates on the Continual Improvement Register, highlighting completed initiatives and realized value.. Effective communication for continual improvement requires multi-channel sharing, regular progress updates, celebrating successes, and maintaining transparency about improvement backlogs.

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Keep all improvement plans strictly classified among senior executives to prevent panic.

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Send annual unannounced surveys with no follow-up action or feedback.

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Discontinue all team meetings and rely exclusively on cryptic email attachments.

Question 9

When designing a value stream, what term describes a delay or queue where work sits idle between processing steps?

Accepted Answer

Wait time (Queue time). In value stream management, waiting time or inventory queues represent non-value-adding waste where work sits idle.

Answer

Throughput

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Process time

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Lead time

Question 10

An organization is using Jira Service Management to track continual improvement tasks. Which TWO of the following Jira features can be configured to manage workflow transitions and accountability for improvement items? (Choose two)

Accepted Answer

Workflow assignees and status transition rules (e.g., To Do, In Progress, Done).. Jira supports workflow assignees, status transitions, custom fields for prioritization, and automated rules to manage accountability and lifecycle progression.

Answer

Automated magnetic tape backup scheduling agents.

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BIOS firmware flashing utilities for physical server blades.

Answer

Direct SCSI disk array virtualization controllers.