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 5)

Questions 21–25

1. 21foundation · easy

   How does the principle of continuous improvement apply to organizational change management?

   • AIt ensures that change management processes are reviewed and improved over time
   • BIt focuses on improving the technical aspects of change only
   • CIt ensures that changes are never reversed once implemented
   • DIt requires that all changes be implemented in small increments
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2. 22foundation · easy

   Which of the following is a key activity of the organizational change management practice?

   • AApproving changes to IT services
   • BDesigning the technical architecture of new services
   • CDeveloping and executing communication plans
   • DMonitoring the performance of IT services
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4. 23application · medium

   A retail chain is moving its point-of-sale (POS) system to a cloud-based solution. The change manager needs to understand how the change will affect different store roles, such as cashiers, store managers, and regional supervisors. Which method is most appropriate for the change manager to use first?

   • AChange impact assessment, to identify how each role will be affected by the new system.
   • BStakeholder engagement, to hold meetings with all store staff.
   • CReadiness assessment, to measure how ready the organization is for the change.
   • DCommunication planning, to draft the messages that will be sent to all staff.
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5. 24application · medium

   A manufacturing company is implementing a new enterprise resource planning (ERP) system. The project manager is focused on the technical cutover date and has asked the organizational change manager to 'just handle the training.' The change manager knows this is a narrow view of the practice's scope. Which action best demonstrates the correct scope of organizational change management in relation to the project?

   • ADefer all change management activities until the system is live, to avoid distracting users from their current work.
   • BFocus exclusively on post-implementation support, since the technical team manages the pre-implementation activities.
   • CAssess the impact of the change on different user groups, plan communication, and build stakeholder engagement in parallel with the technical project plan.
   • DAgree to handle only the training, as the technical project team is responsible for the system and the change manager is responsible for the classroom.
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6. 25expert · hard

   A pharmaceutical company is implementing a new laboratory information management system (LIMS). The change manager has conducted a readiness assessment and found that the lab technicians are technically capable but are resistant because they believe the new system will reduce their autonomy. The change manager needs to increase adoption. Which approach is most likely to achieve this?

   • ADelay the implementation until the technicians change their minds.
   • BMandate the use of the new system and monitor compliance closely.
   • CEngage the lab technicians in a dialogue to understand their concerns and co-create solutions that address their need for autonomy.
   • DProvide additional technical training to the lab technicians to increase their confidence.
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