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FREE ITIL Practitioner Organizational Change Management Questions and Answers Flashcards

6 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 FREE ITIL Practitioner Organizational Change Management Questions and Answers flashcards as text

  1. Which ITIL Practitioner principle emphasizes the importance of understanding stakeholder perspectives before implementing organizational change?

    Answer: Focus on value

    Focus on value ensures that every change activity considers the stakeholder's perception of value and aligns with their needs.

  2. What is the primary purpose of a stakeholder map in organizational change management?

    Answer: To identify and categorize stakeholders by influence and interest

    A stakeholder map categorizes stakeholders based on their level of influence and interest to determine appropriate engagement strategies.

  3. In ITIL Practitioner, what does the ADKAR model represent in the context of organizational change?

    Answer: A model describing individual change through Awareness, Desire, Knowledge, Ability, and Reinforcement

    ADKAR is a goal-oriented change management model that guides individuals through five sequential building blocks needed to successfully adopt change.

  4. Which resistance management approach in ITIL Practitioner involves addressing the root cause of why people oppose a change?

    Answer: Understanding and addressing the underlying concerns driving resistance

    Effective resistance management requires identifying and addressing the underlying concerns that cause people to resist, rather than using force or avoidance.

  5. What role does the 'sponsor' play in organizational change management according to ITIL Practitioner?

    Answer: They authorize and champion the change at an executive level

    The sponsor provides executive-level authorization, resources, and visible support to drive organizational commitment to the change.

  6. Why does ITIL Practitioner recommend reinforcing change after initial implementation?

    Answer: To prevent individuals from reverting to old behaviors and sustain the new ways of working

    Reinforcement activities such as recognition, feedback, and corrective actions help sustain adoption and prevent regression to previous behaviors.