PeopleCert ITIL4-DPI Exam - Topic 3 Question 6 Discussion

Actual exam question for PeopleCert's ITIL4-DPI exam

Question #: 6
Topic #: 3

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?

AA significant number of user interface improvements implemented over the next six months

BUser satisfaction with the application measured in a monthly survey increases by 30% over the next six months

CCustomer satisfaction with the application measured by using net promoter score increases by 5% each year

DUsability of the application evaluated by the application manager improves from 'poor' to 'good' over the next six months

Show Suggested 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

1 month ago

Overall, B gives measurable results.

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Abel

2 months ago

D is specific, but relies on one person's opinion.

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Carma

2 months ago

C is too slow, 5% per year isn't enough.

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Gianna

2 months ago

A sounds good too, but it's vague.

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Lezlie

2 months ago

I agree, B shows clear improvement over time.

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Jenelle

2 months ago

D is interesting, but how do we define "good"?

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Meghann

2 months ago

30% increase? That sounds a bit optimistic...

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Myrtie

3 months ago

Totally agree, B is the way to go!

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Anthony

3 months ago

B seems like the best option for measuring real user feedback.

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Mari

3 months ago

Option A is too vague. How do you define "a significant number"? Needs more specifics.

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Carri

4 months ago

Haha, Option D is like asking the manager to grade their own homework. Not very objective!

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Jose

4 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

4 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

4 months ago

Option B seems the most appropriate as it is specific, measurable, and time-bound.

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Basilia

4 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

4 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

5 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

5 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

5 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

5 months ago

I think B is the best choice. User satisfaction is key.

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Sanjuana

5 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

6 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

6 months ago

A is too vague, we need specific metrics!

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Minna

6 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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