ITIL4-DPI Direct, Plan and Improve Practice Question
Exhibit
LOG_ENTRY: [2023-10-01] - Improvement_ID: 402 - Status: COMPLETED - Outcome: Efficiency_Gain: 15% - Stakeholder_Satisfaction: DECREASED - Analysis: User_feedback_indicates_loss_of_customization.
Refer to the exhibit. Which DPI principle was neglected during this improvement initiative?
⚠ Common exam trap
Candidates often select 'Optimize and automate' because the exhibit shows a technical efficiency gain, ignoring the fact that if the business result is negative, the value objective was clearly missed.
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
✓
Focus on value.
The improvement was a technical success (efficiency) but a business failure (satisfaction). This happens when the focus on process metrics ignores the user experience, violating the principle of focusing on value. In DPI, value is defined by the consumer, not just by efficiency gains. Ignoring user needs leads to solutions that are technically optimized but functionally irrelevant or detrimental to the customer, undermining the overall goal of service management.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Focus on value.
Why this is correct
The initiative focused on efficiency metrics rather than user satisfaction. Failing to consider the end-user's perception of value means the improvement was technically effective but failed its ultimate purpose. True value is only realized when the outcome meets the needs and expectations of the customer or user.
- ✗
Start where you are.
Why it's wrong here
The log does not indicate that the starting point was ignored. The issue was not the assessment of the existing state, but the lack of focus on how the change would impact the user experience. The failure is specifically tied to a narrow definition of success criteria.
- ✗
Optimize and automate.
Why it's wrong here
The initiative clearly optimized and automated processes to achieve a 15% efficiency gain. The problem was not the optimization itself, but the lack of holistic consideration for how that optimization affected the user. It is not the principle of optimization that was missing, but the principle of value.
- ✗
Iterate with feedback.
Why it's wrong here
While feedback is a component of 'Iterate with feedback', the fundamental failure here is the definition of value. If the team had focused on value correctly from the start, they would have likely gathered user input before implementing the change, making this a failure of the 'Focus on value' principle.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert/AXELOS exam blueprint
This ITIL4-DPI practice question is part of Courseiva's free PeopleCert/AXELOS 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 ITIL4-DPI exam.