DPI Measurement And Reporting Practice Question
An enterprise is defining new key performance indicators (KPIs) to evaluate the success of a strategic organizational change initiative. The ITIL 4 DPI strategist must ensure the chosen metrics avoid unintended negative behaviors. Which approach should the strategist implement?
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
✓
Combine leading indicators of process adoption with lagging indicators of business value realization.
Metrics must be carefully designed to prevent perverse incentives and unintended consequences by focusing on value and outcomes rather than mere volume.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Combine leading indicators of process adoption with lagging indicators of business value realization.
Why this is correct
Using a balanced set of leading and lagging indicators helps prevent negative behaviors while tracking both progress and final outcomes.
- ✗
Measure developer output exclusively by counting the total number of lines of code committed in GitHub.
Why it's wrong here
Line-count metrics lead to bloated code and negative behavioral outcomes.
- ✗
Rely solely on ServiceNow automated SLA compliance percentages to measure team effectiveness.
Why it's wrong here
ServiceNow SLA compliance is an internal metric that does not capture true customer value or behavior.
- ✗
Tie all staff bonuses directly to the speed of ticket resolution within Jira Service Management dashboards.
Why it's wrong here
This incentivizes rushing tickets and closing them prematurely without solving the root cause.
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.