Which of the following is a key purpose of stakeholder identification in service management?

To ensure that all parties who can affect or are affected by the service are considered

To limit communication to only the most powerful stakeholders

To create a list of stakeholders that remains unchanged throughout the service lifecycle

To rank stakeholders by their salary and seniority

A change manager is analyzing stakeholders for a new IT policy. The manager has identified that the legal department has high power and high interest, while the marketing department has low power and low interest. What is the appropriate management strategy for the legal department?

Keep them informed through general newsletters, but do not seek their input.

Manage closely with regular, detailed communication and involvement in decision-making.

Monitor them with minimal effort, as they have low interest.

Keep them satisfied with periodic updates, but do not involve them in details.

An IT organization is implementing a new change management process. To ensure continuous improvement, the manager wants to establish a feedback channel that encourages honest input from all employees. What is the most important design consideration?

Guarantee that all feedback will be acted upon immediately.

Design the channel to be anonymous, easy to use, and clearly communicate how feedback will be used.

Make the channel easy to use and accessible through multiple platforms.

Ensure the channel is anonymous to encourage candid feedback.

What is the first step in utilizing feedback to improve an organizational change process?

Analyzing the feedback to identify trends

Communicating the results of the feedback to stakeholders

Implementing changes based on feedback

Collecting feedback from relevant stakeholders

Why is it important to act on feedback received from stakeholders?

To demonstrate that their input is valued and to drive continuous improvement

To satisfy regulatory requirements only

To ensure that all feedback is positive

To avoid having to collect feedback in the future

ITIL 4 Strategic Leader

Domain 5Objective 2

Know How to Use the Key Principles and Methods of Communication & OCM 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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7concepts

Questions 6–10

6foundation · easy
Which of the following is a key purpose of stakeholder identification in service management?
Select an answer first
7application · medium
A change manager is analyzing stakeholders for a new IT policy. The manager has identified that the legal department has high power and high interest, while the marketing department has low power and low interest. What is the appropriate management strategy for the legal department?
Select an answer first
8application · medium
An IT organization is implementing a new change management process. To ensure continuous improvement, the manager wants to establish a feedback channel that encourages honest input from all employees. What is the most important design consideration?
Select an answer first
9foundation · easy
What is the first step in utilizing feedback to improve an organizational change process?
Select an answer first
10foundation · easy
Why is it important to act on feedback received from stakeholders?
Select an answer first

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