Exam ITIL4-DPI Topic 8 Question 40 Discussion

Actual exam question for ITIL's ITIL4-DPI exam
Question #: 40
Topic #: 8
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?

Suggested Answer: B Vote an answer

ITIL DPI appliesLean principlessuch as theelimination 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.
(Reference: ITIL 4 Strategist DPI, section on "Lean principles - eliminate waste and optimize flow")

by Myron at Jan 07, 2026, 10:03 AM

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