An organization is introducing a new interface between the service desk and the procurement team to streamline hardware requests. The service desk staff are used to a manual process and are resistant to the change. What should the change manager do to support the establishment of this interface?

Mandate the new interface with a strict deadline and penalties for non-compliance.

Involve service desk staff in the design of the new interface and communicate the benefits clearly.

Provide training only to the procurement team, as they are the primary users.

Implement the new interface without informing the service desk until it is live.

Which activity is most directly part of improving a value chain interface?

Benchmarking against industry standards

Documenting the current interface in a process map

Implementing changes to streamline the handoff between activities

Collecting feedback from stakeholders about the interface

A government agency is implementing a new interface between its citizen services and internal records departments. The interface is mandated by law, but employees are resistant because they fear job losses. The agency has a tight deadline to implement the interface. What is the most effective way to manage this change?

Focus on the legal mandate and ignore employee concerns.

Implement the interface quickly and deal with resistance later.

Address the fear of job losses through transparent communication and involvement in the implementation.

Offer early retirement packages to reduce the workforce.

A logistics company is introducing a new interface between its warehouse and customer service teams. The warehouse staff are concerned that the new interface will add extra work. What should the change manager do to address these concerns?

Communicate the benefits of the interface and involve warehouse staff in the design.

Offer financial incentives for adopting the new interface.

Delay the implementation until staff are fully comfortable.

Reassure staff that the interface will not change their daily work.

When introducing a new interface between value chain activities, which organizational change management principle is most important to apply?

Engage stakeholders early and address their concerns

Communicate the change only after it is fully implemented

Implement the change quickly to minimize disruption

Focus only on technical aspects, ignoring people issues

ITIL 4 Strategic Leader

Domain 5Objective 3

Know How to Establish Effective Interfaces Across the Value Chain (6.2, 6.3.3, 7.3.1.6, 7.3.2.5) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 2)

Part of the Understand and know how to use the key principles and methods of communication and organizational change management to direction, planning and improvement domain, which makes up ~5% of our current practice bank.

24questions here

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Questions 6–10

6application · medium
An organization is introducing a new interface between the service desk and the procurement team to streamline hardware requests. The service desk staff are used to a manual process and are resistant to the change. What should the change manager do to support the establishment of this interface?
Select an answer first
7foundation · easy
Which activity is most directly part of improving a value chain interface?
Select an answer first
8expert · hard
A government agency is implementing a new interface between its citizen services and internal records departments. The interface is mandated by law, but employees are resistant because they fear job losses. The agency has a tight deadline to implement the interface. What is the most effective way to manage this change?
Select an answer first
9application · medium
A logistics company is introducing a new interface between its warehouse and customer service teams. The warehouse staff are concerned that the new interface will add extra work. What should the change manager do to address these concerns?
Select an answer first
10foundation · easy
When introducing a new interface between value chain activities, which organizational change management principle is most important to apply?
Select an answer first

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