Helping Hand Questions for ITIL4-DPI

DPI emphasizesgovernance by defining clear decision-making authority. High-risk or strategic decisions should remain with executives, but less critical decisions must bedelegatedthrough 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.

(Reference: ITIL® 4 Strategist DPI, section on "Delegation of decision-making and governance structures")

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 fromgovernance, while controls are implemented bymanagementto enforce those policies.

(Reference: ITIL® 4 Strategist DPI, section on "Policies, controls, and guidelines – governance vs. management responsibilities")

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")

DPI governance principles highlight that when managers centralize decisions and problem-solving, it createsbottlenecks(delays in decision-making) and reduces team empowerment, leading tolower morale. Thus, options 1 (decisions take longer) and 4 (employee morale suffers) are the consequences. The behaviour underminesdelegation of authority and staff empowerment, which DPI stresses as essential for effective governance and oversight.

(Reference: ITIL® 4 Strategist DPI, section on "Delegation of authority and empowerment of teams")