ITIL 4 DPI Exam Questions with Correct
Answers
Measurements - Answer-are the most common control types • If measurements are
used to assess people and their jobs, realize that they will meet the numbers even if it
breaks your organization!
Direction - Answer-leading, conducting, or guiding
someone, or ordering something
Planning - Answer-is arranging a method of achieving an
end or creating a detailed program of action
Improvement - Answer-a deliberately introduced
change that
Operating Model - Answer-a conceptual and/or visual
representation of how an organization cocreates
value with its customers and other
stakeholders, as well as how the organization
runs itself
Method - Answer-is a way, technique, or process for doing something
Scope of Control - Answer-is the extent of the area(s) or activities over which the person
has authority to direct the actions of others or define the required outcomes
Governance - Answer-is the means by which an organization is directed and controlled
Compliance - Answer-is both the act and result of ensuring that a standard or set of
guidelines is followed, or that proper, consistent accounting or other practices are being
employed
Management - Answer-coordinates activities to define, control, supervise, and improve
something
Vision - Answer-is the defined aspiration of what an organization would like to become
in the future
Mission - Answer-is a short but complete description of the overall purpose and
intentions of an organization
Policies - Answer-are a formally documented management expectations and intentions
which are used to direct decisions and activities
, Policies Must Be - Answer-• Be clear and concise
• Keep it simple and practical
• Anticipate questions
• Educate and communicate
• Build in flexibility
• Define the consequences of non-compliance
• Build in measurement and compliance validation
• Promote transparency
• Provide for feedback
Control - Answer-is a recommended practice that allows some discretion in its
interpretation, implementation, or use
Guidelines must be... - Answer-• Helpful • Easy to access • Easy to understand • Easy
to follow
Strategy - Answer-is a broad approach or course of
action defined by an organization for
achieving its objectives
Controls should be - Answer-sufficient but not excessive
Tactics - Answer-are the specific methods by which a strategy is enacted
Operations - Answer-are the routine running and management of an activity, product,
service, or other configuration item
Smart Goals - Answer-1. Specific 2. Measurable 3. Attainable 4. Relevant 5. Timed
Cascading Goals - Answer-Ensure the organization's strategy, tactics, and operations
are aligned and allows the reporting of success through feedback loops
Cascading Goals Should Have: - Answer-Purpose (Why are we doing this?)
• Objectives (What does success look like?)
• Indicators (What results indicate success?)
• Metrics (What are the numbers?)
Risk - Answer-is a possible event that could cause harm or loss or make it more difficult
to achieve objectives
Risk Management - Answer-is the practice of ensuring that an organization understands
and effectively handles risks
Continual Improvement Register (CIR) - Answer-s a prioritized list of improvements
actions
Answers
Measurements - Answer-are the most common control types • If measurements are
used to assess people and their jobs, realize that they will meet the numbers even if it
breaks your organization!
Direction - Answer-leading, conducting, or guiding
someone, or ordering something
Planning - Answer-is arranging a method of achieving an
end or creating a detailed program of action
Improvement - Answer-a deliberately introduced
change that
Operating Model - Answer-a conceptual and/or visual
representation of how an organization cocreates
value with its customers and other
stakeholders, as well as how the organization
runs itself
Method - Answer-is a way, technique, or process for doing something
Scope of Control - Answer-is the extent of the area(s) or activities over which the person
has authority to direct the actions of others or define the required outcomes
Governance - Answer-is the means by which an organization is directed and controlled
Compliance - Answer-is both the act and result of ensuring that a standard or set of
guidelines is followed, or that proper, consistent accounting or other practices are being
employed
Management - Answer-coordinates activities to define, control, supervise, and improve
something
Vision - Answer-is the defined aspiration of what an organization would like to become
in the future
Mission - Answer-is a short but complete description of the overall purpose and
intentions of an organization
Policies - Answer-are a formally documented management expectations and intentions
which are used to direct decisions and activities
, Policies Must Be - Answer-• Be clear and concise
• Keep it simple and practical
• Anticipate questions
• Educate and communicate
• Build in flexibility
• Define the consequences of non-compliance
• Build in measurement and compliance validation
• Promote transparency
• Provide for feedback
Control - Answer-is a recommended practice that allows some discretion in its
interpretation, implementation, or use
Guidelines must be... - Answer-• Helpful • Easy to access • Easy to understand • Easy
to follow
Strategy - Answer-is a broad approach or course of
action defined by an organization for
achieving its objectives
Controls should be - Answer-sufficient but not excessive
Tactics - Answer-are the specific methods by which a strategy is enacted
Operations - Answer-are the routine running and management of an activity, product,
service, or other configuration item
Smart Goals - Answer-1. Specific 2. Measurable 3. Attainable 4. Relevant 5. Timed
Cascading Goals - Answer-Ensure the organization's strategy, tactics, and operations
are aligned and allows the reporting of success through feedback loops
Cascading Goals Should Have: - Answer-Purpose (Why are we doing this?)
• Objectives (What does success look like?)
• Indicators (What results indicate success?)
• Metrics (What are the numbers?)
Risk - Answer-is a possible event that could cause harm or loss or make it more difficult
to achieve objectives
Risk Management - Answer-is the practice of ensuring that an organization understands
and effectively handles risks
Continual Improvement Register (CIR) - Answer-s a prioritized list of improvements
actions
