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 4)

Questions 16–20

1. 16foundation · easy

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

   • ATo implement the change on a day-to-day basis
   • BTo communicate the change to all employees
   • CTo provide leadership and support for the change at the executive level
   • DTo assess the impact of the change on stakeholders
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2. 17foundation · easy

   How does organizational change management support the ITIL 4 guiding principle of 'focus on value'?

   • ABy helping to ensure that changes are adopted so that the intended benefits and value are realized
   • BBy ensuring that all changes are implemented as quickly as possible to reduce time-to-market
   • CBy minimizing the cost of change initiatives regardless of the impact on stakeholders
   • DBy focusing only on changes that directly generate revenue
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4. 18application · medium

   A software company is adopting a new agile project management tool. The organizational change manager is defining the practice components for this initiative. Which set of items correctly represents the key components of the organizational change management practice?

   • APurpose, inputs, outputs, key activities, and roles and responsibilities.
   • BVision, mission, values, and strategic objectives.
   • CProject charter, budget, timeline, and risk register.
   • DSoftware tools, training materials, and help desk tickets.
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5. 19expert · hard

   A telecommunications company is merging two business units. The organizational change manager is asked to support the integration of the two teams' workflows. The change manager has limited resources and must decide where to focus. The project sponsor wants to prioritize technical integration, while the change manager believes that cultural alignment is critical. Which approach best balances the scope of organizational change management with the project constraints?

   • AEscalate the issue to the executive team and refuse to proceed until the sponsor changes their mind.
   • BFocus exclusively on cultural alignment, as it is the most important aspect of the change.
   • CConduct a change impact assessment to understand the cultural and workflow impacts, then use the results to advocate for a balanced approach.
   • DFocus exclusively on technical integration, as the sponsor has requested, and defer cultural alignment to a later project.
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6. 20expert · hard

   A logistics company is implementing a new warehouse management system (WMS). The change manager has conducted a change impact assessment and a readiness assessment. The impact assessment shows that the change will significantly affect the warehouse pickers' daily routines. The readiness assessment shows that the pickers are not ready for the change because they lack information about how it will affect them. Which method should the change manager use next?

   • AStakeholder engagement, to hold a town hall meeting with all warehouse staff.
   • BCommunication planning, to develop targeted messages that address the pickers' information needs.
   • CReadiness assessment, to re-assess the pickers' readiness after the communication.
   • DChange impact assessment, to re-assess the impact on the pickers.
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