ITIL 4 Strategist: Direct, Plan and Improve (DPI) - ITIL4-DPI Exam Questions

QUESTION NO: 1
A service provider is improving its 'service desk' practice and has established the success factor:"improved user satisfaction with the service desk." Which is the BEST key performance indicator for measuring this?

QUESTION NO: 2
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?

QUESTION NO: 3
An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement.
Which is an appropriate method for this?

QUESTION NO: 4
When planning a new service, which three factors should be considered when defining the value that the service will create?

QUESTION NO: 5
Which concept or activity involves reviewing data to identify what is working well and what needs to be done differently?