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Exam ITIL Practitioner topic 1 question 8 discussion

Actual exam question from ITIL's ITIL Practitioner
Question #: 8
Topic #: 1
[All ITIL Practitioner Questions]

A number of service desk staff do not like the planned improvements and have offered alternative solutions. The project manager has decided to involve them in the design and review process.
This is an example of using which tactic?

  • A. Prioritize the change against other changes.
  • B. Be open and honest.
  • C. Create and communicate quick wins.
  • D. Resistance is not always necessarily negative.
Show Suggested Answer Hide Answer
Suggested Answer: D 🗳️
by Hussein at Nov. 25, 2019, 8:57 a.m.

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NavaNova
4 years ago
People resisting and offering alternative solutions should be asked to perform a more formal role in the design and/or review process for improvement initiative and can often become champions and sponsors within their own team. Therefore, Resistance is not always necessarily negative.
upvoted 1 times
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Weapon_X
4 years, 2 months ago
Answer is D. B. Open and honest refers to transparency/visibility
upvoted 3 times
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Hussein
4 years, 12 months ago
it should be B. Be open and honest.
upvoted 1 times
elnurt
4 years, 11 months ago
why do you think it is B?
upvoted 2 times
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elnurt
4 years, 11 months ago
Resistance is not always necessarily negative. Someone saying ‘the procedure is stupid and will never work’ is negative resistance. However, someone saying ‘I don’t understand why they decided to design the procedure that way – surely they could have indicates a positive resistance and a mind-set for seeking solutions. People resisting and offering alternative solutions should be asked to perform a more formal role in the design and/or review process for the improvement initiative and can often become champions and sponsors within their own team.
upvoted 6 times
...
...

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