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PeopleCert ITIL4-DPI Exam - Topic 3 Question 6 Discussion

An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.What would be a suitable SMART KPI for measuring this improvement?
B) User satisfaction with the application measured in a monthly survey increases by 30% over the next six months
A) A significant number of user interface improvements implemented over the next six months
C) Customer satisfaction with the application measured by using net promoter score increases by 5% each year
D) Usability of the application evaluated by the application manager improves from 'poor' to 'good' over the next six months

PeopleCert ITIL4-DPI Exam - Topic 3 Question 6 Discussion

Actual exam question for PeopleCert's ITIL4-DPI exam
Question #: 6
Topic #: 3
[All ITIL4-DPI Questions]

An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.

What would be a suitable SMART KPI for measuring this improvement?

Show Suggested Answer Hide Answer
Suggested Answer: B

In DPI, KPIs must be SMART (Specific, Measurable, Achievable, Relevant, Time-bound). Option B is the only one that fully meets SMART criteria:

Specific (user satisfaction with the application),

Measurable (30% increase),

Achievable (reasonable improvement target),

Relevant (directly tied to usability),

Time-bound (six months).

Options A and D lack measurable objectivity, while C is too broad and long-term.

(Reference: ITIL 4 Strategist DPI, section on 'Measurement and reporting -- setting SMART objectives and KPIs')


by Shaniqua at Nov 21, 2025, 11:40 PM

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Darell
3 months ago
Overall, B gives measurable results.
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Abel
3 months ago
D is specific, but relies on one person's opinion.
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Carma
3 months ago
C is too slow, 5% per year isn't enough.
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Gianna
3 months ago
A sounds good too, but it's vague.
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Lezlie
4 months ago
I agree, B shows clear improvement over time.
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Jenelle
4 months ago
D is interesting, but how do we define "good"?
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Meghann
4 months ago
30% increase? That sounds a bit optimistic...
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Myrtie
5 months ago
Totally agree, B is the way to go!
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Anthony
5 months ago
B seems like the best option for measuring real user feedback.
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Mari
5 months ago
Option A is too vague. How do you define "a significant number"? Needs more specifics.
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Carri
5 months ago
Haha, Option D is like asking the manager to grade their own homework. Not very objective!
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Jose
5 months ago
Option C is also good, but 5% per year is a bit low. I'd prefer something more ambitious.
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Tatum
5 months ago
I agree, Option B is the best choice as it focuses on user satisfaction, which is the key concern.
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Gladys
6 months ago
Option B seems the most appropriate as it is specific, measurable, and time-bound.
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Basilia
6 months ago
I feel like option C could work too, but increasing the net promoter score by just 5% each year seems a bit low for a critical application. I hope we can discuss this more in our study group.
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Nichelle
6 months ago
I'm leaning towards option D, but I wonder if "good" is subjective enough to cause issues in evaluation. We talked about how clarity is key in KPIs.
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Paola
6 months ago
I remember we discussed SMART KPIs in class, but I'm not sure if "significant number of user interface improvements" really meets the criteria. It feels too vague.
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Michael
6 months ago
I'm torn between B and C. Both seem to be measuring customer/user satisfaction, which is relevant. But I'm not sure if a 5% increase per year is ambitious enough. I might lean towards B for the more significant 30% target.
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Clarinda
6 months ago
I think option B is the way to go. It's specific about measuring user satisfaction, it's measurable with a 30% target, and it's time-bound over the next six months. Seems like a solid SMART KPI to me.
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Ben
7 months ago
I think B is the best choice. User satisfaction is key.
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Sanjuana
7 months ago
I'm a bit confused by the wording of the question. Are we looking for the best KPI or just a suitable one? I'm not sure if any of these options are perfect, but C seems like it could work.
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Jeannetta
7 months ago
I think option B sounds like a solid choice since it specifies a measurable increase in user satisfaction. I recall a similar question where we had to quantify improvements.
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Bambi
7 months ago
A is too vague, we need specific metrics!
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Minna
8 months ago
Okay, let's think this through. We need a KPI that is Specific, Measurable, Achievable, Relevant, and Time-bound. I'm leaning towards option B - it seems to hit those criteria.
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Rolland
8 months ago
I'm not sure how to approach this one. I need to make sure the KPI is SMART, but I'm not sure what that means exactly.
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Pearly
2 months ago
D could work, but it might take longer than six months.
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Ronny
2 months ago
C seems too vague for a short-term goal.
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Casandra
3 months ago
A is good, but not sure if it’s measurable enough.
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Jordan
3 months ago
I like B too, it’s specific and measurable.
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Lura
7 months ago
What do you think about option B?
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