Free Practice Questions for PeopleCert ITIL-4-DITS Exam

Comprehensive and Detailed Explanation From Exact Extract:

In the ITIL 4 Service Value System (SVS), “Value” is the core output and the guiding principle of all activities. Evaluating how consumers perceive products and services aligns with value realization—how well the organization is delivering benefits, utility, and satisfaction to stakeholders. Governance (B), Opportunity (C), and Practices (D) relate to enabling structures and capabilities but do not directly involve measuring perceived value.

Comprehensive and Detailed Explanation From Exact Extract:

The scenario describes using technology to analyze howpeoplebehave—internally, that refers to employees. To driveoperational excellence, the organization needs to focus on improving internal processes, workforce effectiveness, and productivity. The ITIL 4 guidance emphasizes usingEmployee 360analytics to optimize internal operations, identify inefficiencies, and enable better resource management. In contrast, Customer 360 and omnichannel delivery focus on external customer experience, and modernization addresses infrastructure—not behavior-driven operational improvement. This aligns with the ITIL principle that internal visibility supports operational efficiency and service reliability.

Encouraging digital technology opportunities is the approach that the CIO is using to support the programme of creating a culture of innovation. This means that the CIO is promoting and facilitating the exploration and adoption of new digital technologies that can create value for the organization and its customers. By delivering a presentation on how chatbots can improve the customer registration experience, the CIO is demonstrating how digital technology can enable innovation and enhance customer value. References: ITIL 4 Leader: Digital and IT Strategy, page 25-26

Tailoring strategic communications to the stakeholders’ preferences is the best approach to ensure that all key stakeholders are aware of the strategic direction and support it. This means that the organization considers the needs, expectations, interests, and preferences of different stakeholders when communicating the strategy. This can help increase stakeholder engagement, understanding, alignment, and buy-in. References: ITIL 4 Leader: Digital and IT Strategy, page 10-11

Comprehensive and Detailed Explanation From Exact Extract:

The ITIL 4 Leader: Digital & IT Strategy emphasizes that effective digital and IT strategies should bebalancedand aligned with both operational capabilities and market/customer demands. Achieving operational excellence alone without maintaining strong customer and market relevance risks losing competitive advantage. Conversely, focusing only on market relevance may neglect the efficiency and quality required for sustainable success.

The best practice is tocreate a balanced strategythat integrates operational excellence with customer and market relevance, ensuring that improvements in operational performance support and reinforce the organization’s market position and customer relationships.

Comprehensive and Detailed Explanation From Exact Extract:

According to ITIL 4 Leader: Digital & IT Strategy, a critical role of leaders is to ensure that stakeholders, including shareholders, understand the strategic direction and how it impacts organizational value. Shareholders are primarily concerned with business performance and return on investment. Therefore, it’s essential that strategy communications emphasize how strategic changes affect the organization's financial health and competitive positioning. This builds trust and aligns stakeholder expectations.

Comprehensive and Detailed Explanation From Exact Extract:

A digital strategy provides the foundational vision and goals that guide the planning and implementation of digital transformation. According to ITIL 4 Leader: Digital & IT Strategy, defining the digital strategy should always come first to ensure that transformation efforts are aligned with organizational goals and business value outcomes. Jumping into transformation without a strategic framework risks misalignment and wasted investment. Therefore, the correct approach is to first define the digital strategy, then develop a transformation plan based on that strategy.

Comprehensive and Detailed Explanation From Exact Extract:

The scenario describes a high-demand, competitive market already populated with similar offerings. According to ITIL 4 Leader: Digital & IT Strategy, when entering such markets, the most effective strategy is to use acompetitive pricing modelthat considers market benchmarks, competitor pricing, and perceived value. Option B reflects this adaptive approach—aligning prices with market conditions while maintaining differentiation. Setting prices too high (A) can deter new customers. Options C and D may be relevant in regulated or long-term stability contexts, but not for initial market entry in a competitive landscape.