DPI Continual Improvement Practice Question
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)
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
✓
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 analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Ishikawa (Fishbone) diagram
Why this is correct
The Ishikawa diagram categorizes potential causes to identify root problems.
- ✓
5 Whys iterative questioning technique
Why this is correct
The 5 Whys is a classic iterative technique used to drill down to root causes.
- ✓
Pareto analysis (80/20 rule)
Why this is correct
Pareto analysis identifies the vital few causes responsible for the majority of problems.
- ✗
Service Level Agreement (SLA) percentage breach calculation
Why it's wrong here
SLA breach calculation measures operational performance against targets, not root causes.
- ✗
Balanced Scorecard financial depreciation modeling
Why it's wrong here
Balanced Scorecard is a strategic performance measurement framework, not an RCA technique.
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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.