DPI Multiple Select — 10 Questions

Question 1

When designing a stakeholder engagement plan for an IT service management improvement, what TWO key actions should a practitioner take during the initial stakeholder analysis phase?

Accepted Answer

Assess each stakeholder group's level of influence, interest, and potential impact.. Stakeholder analysis requires identifying all affected groups and assessing their influence and impact.

Answer

Assume all employees have the exact same reaction to the change.

Answer

Immediately purchase expensive software licenses before knowing who will use them.

Answer

Exclude operational staff from the analysis to save time.

Question 2

An organization is experiencing high levels of employee fatigue and pushback during a rapid succession of digital transformations. Which THREE strategies should a change strategist recommend to mitigate resistance and fatigue?

Accepted Answer

Prioritize and sequence change initiatives to manage the organization's cumulative absorptive capacity.. To mitigate fatigue and resistance, organizations must prioritize initiatives, build visible leadership alignment, and provide adequate enablement and support.

Answer

Increase the volume and frequency of simultaneous change projects to force rapid adaptation.

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Mandate strict adherence to new processes without providing any channels for feedback or support.

Question 3

An IT organization is conducting a SWOT analysis for continual improvement planning. Which TWO of the following factors represent internal 'Strengths' in the SWOT framework? (Choose two)

Accepted Answer

Proprietary, highly efficient automated CI/CD deployment pipelines owned by the firm.. In SWOT, Strengths and Weaknesses are internal attributes of the organization. High staff technical competency and proprietary automated tooling represent internal strengths.

Answer

Impending government regulatory compliance fines for data privacy violations.

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Favorable macroeconomic interest rate drops in the global banking sector.

Answer

Aggressive new market competitors launching disruptive products.

Question 4

An OCM practitioner is designing a strategy to manage resistance during a major cloud migration. Which THREE methods are recognized as effective for addressing resistance?

Accepted Answer

Involve key resistors in testing and feedback sessions to turn them into active participants.. Effective resistance management involves empathetic listening, involving resistors, and providing targeted training and support.

Answer

Dismiss all dissenting opinions as personal attacks on leadership.

Answer

Impose immediate termination threats for anyone who questions the migration plan.

Question 5

An OCM practitioner is assessing cultural readiness for a DevOps transformation. Which THREE assessment techniques provide valid qualitative and quantitative data regarding organizational readiness?

Accepted Answer

Administering standardized cultural and behavioral readiness surveys.. Readiness assessments utilize surveys, focus groups, and historical behavioral metrics like incident trends or adoption rates.

Answer

Reviewing personal employee credit score reports from external financial agencies.

Answer

Randomly guessing employee readiness levels based on executive intuition.

Question 6

An enterprise service desk manager is analyzing improvement opportunities using Lean principles and value stream mapping. Which THREE of the following practices should the manager apply to identify and eliminate waste in the service request value stream? (Choose three)

Accepted Answer

Identify and remove non-value-adding activities such as redundant data entry and excessive handoffs.. Lean waste elimination involves identifying non-value-adding activities (muda), reducing variation (mura), and balancing workloads (muri). Value stream mapping helps visualize these wastes, and eliminating unnecessary handoffs and approvals streamlines flow.

Answer

Add three additional managerial approval gates to every standard service request to increase control.

Answer

Increase batch sizes of service requests to maximize administrative processing efficiency.

Question 7

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)

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.

Answer

Verifying whether expected financial targets have been achieved.

Answer

Executing the tactical implementation plan and deploying code.

Answer

Defining the corporate strategic vision and mission statements.

Question 8

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 9

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.

Answer

Conducting mandatory agile coding bootcamps for internal software developers.

Answer

Migrating legacy monolithic databases to containerized microservices on Kubernetes.

Question 10

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.

Answer

Iteratively reviewing feedback from customers and employees.