What is the difference between a policy and a control?
Answer(s): D
In ITIL 4 DPI, policies are the high-level expectations, rules, or guidelines that are defined by the organization's governing body. They establish the framework for decision-making and behaviour. Controls, on the other hand, are management mechanisms used to enforce policies and ensure compliance. Thus, policies come from governance, while controls are implemented by management to enforce those policies.
ITIL® 4 Strategist DPI, section on "Policies, controls, and guidelines governance vs.management responsibilities")
An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.Which is the BEST description of the team's role in this situation?
Answer(s): B
According to DPI, the continual improvement team's role is to promote a culture of improvement across the organization. Their purpose is not to own every improvement but to empower all staff to recognize and propose improvements. By enabling knowledge, training, and cultural reinforcement, they encourage everyone to participate. Options A and C are too narrow, and D is too rigid since the continual improvement model is guidance, not a strict sequence. (
ITIL® 4 Strategist DPI, section on "Continual improvement culture and responsibilities")
An organization has determined that a significant percentage of incidents have delayed resolutions because they are escalated to the wrong team, and need to be reassigned before they can be resolved. They plan to improve the flow of work by improving the accuracy of incident escalation.What is this an example of?
ITIL DPI applies Lean principles such as the elimination of waste. Repeated reassignments and delays in incident handling represent a form of waste in workflow. Improving accuracy of escalation removes unnecessary handoffs and accelerates resolution, optimizing flow. This aligns with Lean- inspired waste elimination. OCM (D) is about managing people through change, not fixing workflow inefficiencies.
ITIL® 4 Strategist DPI, section on "Lean principles eliminate waste and optimize flow")
A small service provider is experiencing growth and success. Currently, all important decisions are made by a small executive group. This creates delays because some members of the group are often unavailable.Which is the BEST approach for establishing an authority structure for decision-making within the service provider organization?
Answer(s): C
DPI emphasizes governance by defining clear decision-making authority. High-risk or strategic decisions should remain with executives, but less critical decisions must be delegated through policies to appropriate levels of management. This prevents bottlenecks and ensures accountability while balancing governance oversight. Options A and B may reduce delays but lack structured governance, while D risks insufficient control.
ITIL® 4 Strategist DPI, section on "Delegation of decision-making and governance structures")
Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?
The continual improvement model in ITIL DPI explicitly requires reviewing data and performance outcomes to determine what is successful and what requires adjustment. This is the essence of improvement--using measurement and feedback to guide future action. Direction (A) and vision (D) are long-term guiding elements, while planning (B) organizes work. Only improvement is about data- driven reflection and adaptation.
ITIL® 4 Strategist DPI, section on "Continual improvement model steps to evaluate and adapt")
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