ITIL Practitioner — Question 1

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?

Answer options

• 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.

Correct answer: D

Explanation

By involving those resistant to change in the design and review process, the project manager acknowledges that resistance can provide valuable insights and foster collaboration. The other options, while positive approaches, do not specifically address the inclusion of dissenting voices in the improvement process.