Page numbers refer to the pdf page numbers of the Learner Workbook, not the content page numbers.
Chapter numbers (prefixed with §) refer to the Official Book.
1. Core concepts of DPI
2. DPI through service value system and guiding principles
3. Role of direction in strategy management
4. Implementation of strategies
5. Introduction to assessment and planning
6. Assessment and planning through VSM
7. Measurement, reporting, and continual improvement
8. Measurements and continual improvement through dimensions and SVS
9. OCM principles and methods
10. Communication principles and methods
11. SVS development using four dimensions
The Exam
Remember that there is no negative marking. Answer every question.
Sample Paper 1
There are a couple of questions I think are incorrect but I have no confirmation of this.
Question 35
A service desk team is consistently receiving poor customer feedback that highlights a slow and ineffective service.
Which is the BEST way to carry out an assessment that focuses on an appropriate scope and discovers what is contributing to the poor service?
A. The assessment should focus on incidents handled by the service desk team
B. The assessment should focus on the overall service desk team
C. The assessment should focus on the service management practices of the whole IT department
D. The assessment should focus on the wider enterprise
The model answer is A, with a rationale of, "The scoping for and purpose of an assessment is critically important to its success. By focusing on this, the assessment is much more likely to produce meaningful insights."
I agree that a scope that is too broad will undermine the effectiveness of an assessment, but nothing in the question mentions incident management. I believe the answer is B because the scope of the issue is the entire service desk team, not just its activities in one practice.
Other trainers here at Lumify agree with me. We haven't heard anything from PeopleCert, however.