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 2)

Questions 6–10

1. 6foundation · easy

   In the context of ITIL 4, which area is a primary focus of organizational change management?

   • AMonitoring the performance of IT services against agreed targets
   • BManaging the technical configuration of IT services
   • CEnsuring that changes are approved by the appropriate authority
   • DPreparing and supporting people to adopt new ways of working
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   What is the role of a change agent in organizational change management?

   • ATo approve the change and authorize its implementation
   • BTo develop the technical solution for the change
   • CTo provide executive sponsorship and funding for the change
   • DTo facilitate the change by working directly with stakeholders
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4. 8foundation · easy

   What is a typical output of the organizational change management practice?

   • AA service level agreement
   • BA technical design document
   • CA list of approved changes
   • DA communication plan
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5. 9expert · hard · select all that apply

   A public sector organization is implementing a new HR self-service portal. The organizational change manager is defining the practice components for this initiative. Which of the following are key components of the organizational change management practice? (Select all that apply.)

   • AKey activities, which include impact assessment, communication, and engagement.
   • BPurpose, which defines why the practice is performed and what it aims to achieve.
   • CProject budget, which is the financial allocation for the change initiative.
   • DOutputs, which include increased adoption and reduced resistance.
   • EInputs, which include the change initiative and stakeholder analysis.
   Check answers Discussion Select an answer first
6. 10foundation · easy

   What is the primary purpose of the organizational change management practice in ITIL 4?

   • ATo document all organizational changes in a central register for audit and compliance purposes
   • BTo maximize the number of changes implemented within a given period to accelerate service delivery
   • CTo ensure that all changes to IT infrastructure are approved and scheduled with minimal disruption
   • DTo ensure that changes to the organization are implemented smoothly and successfully, with lasting benefit
   Reveal Solution Discussion Select an answer first