最新のITIL4-DPI実際の無料試験問題更新された42問あります
無料で使えるITIL4-DPI試験ブレーン問題集認定ガイドの問題と解答
ITIL ITIL4-DPI 認定試験の出題範囲：
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質問 # 18
A CIO has made value stream mapping a key part of an IT improvement effort. A value stream map for existing services is being developed.
Which approach would produce the BEST results?
- A. Ask stakeholders to collaborate to optimize and eliminate waste, and establish metrics for measuring improvement
- B. Hire an organizational change management consultant to identify the attitudes, behaviours, and cultural changes that are required to make value streams more effective
- C. Ask stakeholders to document all value stream activities for which they are responsible, then assign team members to each activity to develop improvements
- D. Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream
正解：A
解説：
According to DPI,value stream mapping is collaborative. Stakeholders must work together to identify inefficiencies, optimize flow, and agree on metrics to measure improvement. Option A removes staff engagement, leading to resistance. Option B limits collaboration to documentation, not co-design. Option C addresses change attitudes, not mapping effectiveness.Collaboration + waste elimination + measurement (Option D) reflects Lean/Agile influence in DPI.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - collaborative optimization")
質問 # 19
Which type of plan would outline the organizational vision for a multi-year infrastructure expansion?
- A. Tactical
- B. Strategic
- C. Project
- D. Operational
正解：B
解説：
According to ITIL DPI, planning occurs atstrategic, tactical, and operational levels. Astrategic plandefines long-term direction, includingmulti-year infrastructure expansionthat aligns with business goals. Tactical plans break this down into departmental objectives, while operational plans manage day-to-day execution.
Project plans are temporary and specific but not long-term vision documents.
(Reference: ITIL 4 Strategist DPI, section on "Planning levels - strategic, tactical, operational")
質問 # 20
An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?
- A. A description of how the guiding principles will be used to implement the toolset
- B. The risks to the toolset vendors of not selecting their product
- C. An evaluation of organizational constraints on the use of the toolset
- D. The techniques used to develop the service provider's strategy
正解：C
解説：
DPI explains that a business case must include anevaluation of constraints(financial, technical, cultural, and organizational) that might affect adoption of the solution. This ensures feasibility and realistic planning.
Option A (strategy techniques) is irrelevant here. Option B is vendor-focused, not organizational. Option D (guiding principles) supports implementation but is not central to justifying the case.
(Reference: ITIL 4 Strategist DPI, section on "Business cases - evaluating options and constraints")
質問 # 21
An organization is mapping a value stream for an IT service. In the current map, the same activity is repeated multiple times. When identifying opportunities to remove waste from the value streams, it has been determined that several days could be removed from the delivery time by eliminating repeated work.
What is this an example of?
- A. Optimizing a workflow through the organization
- B. Cascading goals through the organization
- C. Establishing clear objectives for assessments
- D. Building value chains on effective practices
正解：A
解説：
In DPI,value stream mappingidentifies bottlenecks, redundancies, and delays. Eliminating repeated activities to save time is an example ofworkflow optimization(Option C). This reflects Lean principles embedded in DPI - improving flow, reducing waste, and enhancing efficiency. Cascading goals (A), effective practices (B), and objectives for assessments (D) are unrelated to workflow waste elimination.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - optimizing workflow and eliminating waste")
質問 # 22
At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it.
Which organizational change management requirement does this MOST contribute to?
- A. Sustained improvement
- B. Willing and prepared participants
- C. Clear and relevant objectives
- D. Strong and committed leadership
正解：B
解説：
DPI emphasizes thatOCM must create willing and prepared participantsby providing clarity on the change's purpose and encouraging open discussion. This builds trust, reduces resistance, and increases engagement. Objectives (A) and leadership (B) are important but are managerial aspects, not participant readiness. Sustained improvement (D) occurs later. The direct outcome of early communication and dialogue isprepared participants.
(Reference: ITIL 4 Strategist DPI, section on "Organizational change management - preparing participants")
質問 # 23
An IT department is functioning as a service provider for the company it is a part of.
Which statement about this provider's governance is CORRECT?
- A. An internal service provider is not subject to governance because they are part of the same company
- B. An internal service provider must use the service value system instead of governance
- C. An internal service provider cannot govern itself unless it has specifically delegated the authority by the company's governing body
- D. An internal service provider's governance is limited to external factors such as regulations and legislation
正解：C
解説：
DPI clarifies thatgovernance always comes from the organization's governing body. Internal service providers do not operate independently; they must follow the governance structures of the parent organization. They may only self-governif explicitly delegated authority. Option A is incorrect (governance covers internal and external). Option B is false-governance always applies. Option D is misleading; theSVS supports governance, not replaces it.
(Reference: ITIL 4 Strategist DPI, section on "Governance in internal and external service provider contexts")
質問 # 24
A service provider has developed a strategy to increase its revenue by launching a new cloud storage service.
This strategy is being cascaded down to the technical teams.
Which is a relevant objective that will support the strategy?
- A. Achieve a 10% increase in service requests fulfilled in the target time
- B. Design and implement new infrastructure by the end of quarter 2
- C. Increase profit by launching new wi-fi services into new geographic markets
- D. Average number of storage access failures per month
正解：B
解説：
ITIL DPI emphasizes thatobjectives must cascade logically from strategy into actionable plans. Since the strategic goal is to launch anew cloud storage service, the technical objective must directly support that initiative. "Design and implement new infrastructure by the end of quarter 2" is aligned, measurable, and time- bound. The other options either do not directly relate to the cloud service (B, C) or are ongoing operational metrics (A), not strategic enablers.
(Reference: ITIL 4 Strategist DPI, section on "Cascading objectives and alignment with strategy")
質問 # 25
A manager is planning which interfaces will be needed across the value stream when a new service is created.
Which of these steps should be carried out FIRST?
- A. Identify tools that will be used to develop and deploy the service
- B. Identify utility and warranty requirements for the service
- C. Identify practices that will be used to create and manage the service
- D. Identify and involve stakeholders in the service
正解：D
解説：
According to DPI, thefirst step in value stream planning is to involve stakeholders. Stakeholders help identify requirements, expectations, and dependencies, ensuring the value stream design supportsutility (fit for purpose) and warranty (fit for use). Tools and practices (A and B) come later, once needs are clarified.
Utility and warranty requirements (C) are critical, but they must be establishedwith stakeholder input, not in isolation.
(Reference: ITIL 4 Strategist DPI, section on "Value stream mapping - stakeholder involvement in design")
質問 # 26
Which describes 'scope of control'?
- A. The number of managers to whom an individual must provide regular reports
- B. The set of risks that are owned and assessed by a department manager
- C. The extent to which a manager can direct the actions of team members
- D. The content of a service improvement plan
正解：C
解説：
In DPI,scope of controlrefers to theauthority and influence a manager has over people and activities. It defines how far their decision-making power extends-essential for ensuring clarity in governance and accountability. It is not about risks owned (B), reporting relationships (D), or specific improvement content (A).
(Reference: ITIL 4 Strategist DPI, section on "Governance structures - scope of control vs. span of control")
質問 # 27
An organization is transitioning to a new customer relationship management (CRM) system with the aim of expanding its customer base and increasing customer retention. The new cloud-based system will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative has many critics who are concerned with lack of resources.
Which stakeholder's support for this initiative is MOST needed to obtain necessary resources and overcome concerns?
- A. Call Centre Manager
- B. Information Security Manager
- C. Director of Sales
- D. Service Level Manager
正解：C
解説：
In ITIL 4 DPI,governance ensures that high-cost, high-priority initiatives align with strategic direction.
For initiatives that affectcustomer base and retention,executive sponsorship is crucialto secure resources and overcome resistance. TheDirector of Salesis the key stakeholder since this system directly impacts sales growth and customer management. While service level, security, and call centre roles are important operationally, only executive-level oversight ensures the initiative is prioritized and funded.
(Reference: ITIL 4 Strategist DPI, section on "Governance at multiple levels - Strategic oversight and sponsorship")
質問 # 28
A service provider has a small technical support team, who are based in a remote location and provide support to a critical service. The support group have a reputation for providing excellent service. Head office, who control budget decisions, are implementing an improvement project for the service.
What should the service provider do FIRST to identify the support team's involvement in the project?
- A. Initiate a discussion with the support group to understand their preferred method of communication
- B. Inform the support team that they will receive regular email updates
- C. Agree a method for involving the support team in financial decisions
- D. Use the same method of communication as agreed with all project stakeholders
正解：A
解説：
DPI's OCM guidance emphasizesengaging stakeholders earlyand ensuring communication methods are tailored to their needs. By first discussing preferred communication methods with the remote support team (B), the organization ensures their active involvement and reduces the risk of disengagement. Option A is one- way communication. Option C is irrelevant (they don't make financial decisions). Option D assumes one-size- fits-all, which contradicts DPI's principle ofstakeholder-specific communication.
(Reference: ITIL 4 Strategist DPI, section on "OCM - stakeholder engagement and communication planning")
質問 # 29
What is the difference between a policy and a control?
- A. Policies focus on organizations and people, controls focus on information and technology
- B. A policy is a type of control that states what management expects
- C. A control is a type of policy that directs staff behaviour
- D. Policies are defined by governance, controls are defined by management
正解：D
解説：
In ITIL 4 DPI,policiesare the high-level expectations, rules, or guidelines that are defined by the organization' sgoverning 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 bymanagementto enforce those policies.
(Reference: ITIL 4 Strategist DPI, section on "Policies, controls, and guidelines - governance vs.
management responsibilities")
質問 # 30
A service provider has experienced a number of problems with their cloud storage service that have caused service outages. Problem management has successfully identified the cause of each incident, but further improvements to the service are considered necessary.
Which is the BEST example of using the 'continual improvement model' to guide improvements to the service?
- A. Use the model to identify and compare improvements to the 'problem management' practice
- B. Use the model to identify and prioritize improvements to the cloud storage service
- C. Use the model to assess and authorize changes to improve the cloud storage service
- D. Use the model to restore and recover the cloud storage service each time the service fails
正解：B
解説：
Thecontinual improvement modelis applied to evaluate, prioritize, and implement improvements across services, practices, and processes. Here, the focus is thecloud storage service, not just the practice of problem management. Option B reflects the model's purpose-identify improvement opportunities, assess priorities, and act to prevent recurrence of failures. Options A, C, and D misapply the model to either specific practices or operational recovery, not holistic improvement.
(Reference: ITIL 4 Strategist DPI, section on "Applying the continual improvement model to services and practices")
質問 # 31
A company has a new, global line of business that has changed how the IT department supports the systems.
Recognizing the need for two-way communication for the required changes, IT managers need better ways of obtaining feedback.
Which describes the BEST approach for establishing effective feedback channels?
- A. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
- B. Publish a printed weekly newsletter that clearly and consistently communicates change
- C. Establish office hours where staff are encouraged to visit without appointments and discuss their concerns
- D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
正解：D
解説：
DPI emphasizesusing existing, familiar, and effective communication channelsto encourage staff feedback and engagement. By leveraging collaboration tools that teams already use (Option A), managers minimize resistance and maximize participation. Option B is localized and limited in scale. Option C delays feedback until a project is implemented. Option D is one-way communication, not interactive.
(Reference: ITIL 4 Strategist DPI, section on "OCM - communication and feedback channels")
質問 # 32
A service provider has established the success factor of:"improved availability of wi-fi service." Using the SMART model, which is the BEST key performance indicator to use to measure this?
- A. 5% increase in user satisfaction scores for the wi-fi service
- B. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
- C. Increase in wi-fi service reliability by the end of quarter 2
- D. 5% reduction in number of complaints to the service desk by the end of the year
正解：B
解説：
SMART KPIs must beSpecific, Measurable, Achievable, Relevant, and Time-bound. Option A is specific towi-fi availability, measurable (10% increase), achievable, relevant, and time-bound (by end of Q3). Options B and C measure perceptions (complaints/satisfaction) but are indirect. Option D lacks a measurable percentage or defined metric. DPI stresses that success factors should be measured byclear, objective performance outcomes, not just subjective satisfaction.
(Reference: ITIL 4 Strategist DPI, section on "Defining and measuring critical success factors and KPIs")
質問 # 33
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ITIL4-DPI認定概要最新のITIL4-DPIのPDF問題集：https://www.passtest.jp/ITIL/ITIL4-DPI-shiken.html
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