DPI Practice Question: Communication And Organizational Change Management
A service desk team is undergoing a major restructure, and morale is dropping due to uncertainty about job security. The change manager wants to establish a reliable feedback channel. Which mechanism best aligns with ITIL 4 effective communication?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Open Q&A drop-in sessions with leadership where staff can voice concerns and receive direct answers.
Effective communication in ITIL 4 requires two-way channels, such as regular 'ask me anything' sessions, rather than one-way broadcasts.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
A strictly one-way executive broadcast newsletter published quarterly.
Why it's wrong here
Quarterly one-way newsletters do not allow employees to voice concerns or ask questions.
- ✗
Posting static policy updates on the corporate intranet comment-disabled page.
Why it's wrong here
Disabling comments prevents dialogue and fails to address employee uncertainty.
- ✗
An anonymous suggestion box with no commitment to reviewing or publishing responses.
Why it's wrong here
Unacknowledged suggestion boxes lead to cynicism and a perception of ignored feedback.
- ✓
Open Q&A drop-in sessions with leadership where staff can voice concerns and receive direct answers.
Why this is correct
Open drop-in sessions provide a two-way feedback loop that builds trust and reduces uncertainty.
About these practice questions
This DPI question is part of Courseiva's 315-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official AXELOS / PeopleCert exam blueprint
This DPI practice question is part of Courseiva's free AXELOS / PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the DPI exam.