DPI Measurement And Reporting Practice Question
A team is reviewing their monthly incident management report. They notice that the average resolution time spiked significantly in March. What is the first step the ITIL 4 strategist should take?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Investigate underlying operational factors (such as major incidents, staffing shortages, or data entry errors) that caused the spike.
Before taking action or reporting anomalies externally, the strategist must investigate the root cause of the anomaly (e.g., a major outage or data anomaly).
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Delete the March incident data from ServiceNow to keep the report looking consistent.
Why it's wrong here
Deleting data violates reporting integrity and transparency.
- ✗
Immediately fire the service desk manager.
Why it's wrong here
Punitive action without investigation violates good management practice.
- ✓
Investigate underlying operational factors (such as major incidents, staffing shortages, or data entry errors) that caused the spike.
Why this is correct
Investigating the root cause of the data anomaly ensures accurate understanding and appropriate response.
- ✗
Double all service desk performance targets for April.
Why it's wrong here
Arbitrary target changes do not address operational spikes.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official AXELOS / PeopleCert exam blueprint
This DPI practice question is part of Courseiva's free AXELOS / PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the DPI exam.