Deal of The Day! Hurry Up, Grab the Special Discount - Save 25% - Ends In 00:00:00 Coupon code: SAVE25
Welcome to Pass4Success

- Free Preparation Discussions
Mail Us support@pass4success.com
Location US
Mob_nav_barsMENU

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

Limited Time Offer

25%

Off

Get Premium ITIL4-DPI Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

0/2000 characters
Submit Cancel
Darell
4 months ago
Overall, B gives measurable results.
upvoted 0 times
...
Abel
5 months ago
D is specific, but relies on one person's opinion.
upvoted 0 times
...
Carma
5 months ago
C is too slow, 5% per year isn't enough.
upvoted 0 times
...
Gianna
5 months ago
A sounds good too, but it's vague.
upvoted 0 times
...
Lezlie
5 months ago
I agree, B shows clear improvement over time.
upvoted 0 times
...
Jenelle
5 months ago
D is interesting, but how do we define "good"?
upvoted 0 times
...
Meghann
5 months ago
30% increase? That sounds a bit optimistic...
upvoted 0 times
...
Myrtie
6 months ago
Totally agree, B is the way to go!
upvoted 0 times
...
Anthony
6 months ago
B seems like the best option for measuring real user feedback.
upvoted 0 times
...
Mari
6 months ago
Option A is too vague. How do you define "a significant number"? Needs more specifics.
upvoted 0 times
...
Carri
7 months ago
Haha, Option D is like asking the manager to grade their own homework. Not very objective!
upvoted 0 times
...
Jose
7 months ago
Option C is also good, but 5% per year is a bit low. I'd prefer something more ambitious.
upvoted 0 times
...
Tatum
7 months ago
I agree, Option B is the best choice as it focuses on user satisfaction, which is the key concern.
upvoted 0 times
...
Gladys
7 months ago
Option B seems the most appropriate as it is specific, measurable, and time-bound.
upvoted 0 times
...
Basilia
7 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.
upvoted 0 times
...
Nichelle
7 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.
upvoted 0 times
...
Paola
8 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.
upvoted 0 times
...
Michael
8 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.
upvoted 0 times
...
Clarinda
8 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.
upvoted 0 times
...
Ben
8 months ago
I think B is the best choice. User satisfaction is key.
upvoted 0 times
...
Sanjuana
8 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.
upvoted 0 times
...
Jeannetta
9 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.
upvoted 0 times
...
Bambi
9 months ago
A is too vague, we need specific metrics!
upvoted 0 times
...
Minna
9 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.
upvoted 0 times
...
Rolland
9 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.
upvoted 0 times
Pearly
4 months ago
D could work, but it might take longer than six months.
upvoted 0 times
...
Ronny
4 months ago
C seems too vague for a short-term goal.
upvoted 0 times
...
Casandra
4 months ago
A is good, but not sure if it’s measurable enough.
upvoted 0 times
...
Jordan
4 months ago
I like B too, it’s specific and measurable.
upvoted 0 times
...
Lura
8 months ago
What do you think about option B?
upvoted 0 times
...
...

Save Cancel