ITIL 4 Foundation — Question 52

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Answer options

• A. Restricting information about the improvement to essential stakeholders only
• B. Increasing collaboration and visibility for the improvement
• C. Involving customers after all planning has been completed
• D. Engaging every stakeholder group in the same way, with the same communication

Correct answer: B

Explanation

The correct answer is B because increasing collaboration and visibility encourages buy-in and support from stakeholders, which can help reduce resistance. Option A is incorrect as restricting information can lead to mistrust. Option C does not involve customers early enough, which may create disconnect. Option D fails to recognize that different groups may require tailored communication strategies.