ITIL4-DPI Direct, Plan and Improve Practice Question

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

• ✗

  It lacks clear definitions for the term 'high-risk' changes.

  Why it's wrong here

  While lack of definitions is a concern, it is secondary to the lack of strategic alignment. The policy's primary flaw is the directive nature of the goals without assessing organizational readiness. Focusing solely on terminology misses the broader DPI failure of imposing change without proper planning or consultation.

• ✓

  It fails to account for the organizational capability to deliver these changes.

  Why this is correct

  The policy dictates outcomes without assessing the current capability or capacity of the teams. DPI requires that planning be based on a realistic understanding of current states. Without this assessment, the organization risks operational failure, burnout, and a decline in service quality, undermining the intended improvements.

• ✗

  It requires CIO sign-off which slows down decision-making processes.

  Why it's wrong here

  While hierarchy can create bottlenecks, the core issue is the disconnect between strategic direction and tactical implementation. Focusing on the sign-off process overlooks the fundamental problem: the arbitrary nature of the mandated targets. The priority is to address the lack of planning and strategic alignment first.

• ✗

  It uses automated testing which is not considered a best practice.

  Why it's wrong here

  Automated testing is a widely recognized best practice in modern IT service management. The issue is not the use of automation, but the mandate to implement it without considering the specific context or current skill sets. Criticizing the practice itself is incorrect; the error lies in the implementation approach.