Understand the Nature, Scope and Potential Benefits of Organizational Change Management (6.3, 6.3.1, 6.3.2, 6.3.2.1-3, Tab 6.4, the Organizational Change Management Practice 2 (including Subsections)) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   What is the purpose of a change impact assessment in organizational change management?

   • ATo evaluate the performance of the change management team
   • BTo identify the individuals and groups affected by the change and how they will be impacted
   • CTo assess the technical feasibility of the change
   • DTo determine the financial cost of the change
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2. 2foundation · easy

   Which of the following is a key principle of organizational change management in ITIL 4?

   • AStakeholders should be engaged throughout the change process
   • BChange management should be performed only for large-scale changes
   • CChanges should be implemented as quickly as possible to minimize disruption
   • DCommunication should be limited to the final stages of the change
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4. 3foundation · easy

   Which statement best describes the scope of organizational change management as a practice within ITIL 4?

   • AIt addresses the human and cultural aspects of change to enable successful adoption and lasting benefit
   • BIt focuses exclusively on technical changes to IT infrastructure and applications
   • CIt is limited to changes that are initiated by the IT department
   • DIt only covers changes that are required for regulatory compliance
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5. 4foundation · easy

   How does organizational change management relate to the continual improvement practice in ITIL 4?

   • AOrganizational change management is a sub-process of continual improvement
   • BContinual improvement is only applicable to technical changes, while organizational change management applies to people changes
   • COrganizational change management is only used when continual improvement fails
   • DContinual improvement identifies improvements, and organizational change management helps ensure they are adopted
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6. 5expert · hard

   A large government agency is introducing a new case management system. The project sponsor is a senior executive who has limited time and has delegated the day-to-day communication to the project manager. The organizational change manager has observed that the sponsor's lack of visible involvement is leading to low engagement from middle managers. The change manager needs to improve the situation. Which action should the change manager take first?

   • ACoach the sponsor on the importance of visible and active sponsorship, and help them plan key communication activities.
   • BTake over the sponsor's communication responsibilities and deliver the messages on their behalf.
   • CFocus on engaging the middle managers directly, bypassing the sponsor.
   • DAsk the project manager to increase the frequency of status reports to the sponsor.
   Reveal Solution Discussion Select an answer first