DPI Practice Question: Communication And Organizational Change Management
During an enterprise-wide cloud migration, a project manager notices that middle managers are quietly bypassing the new deployment workflows due to a fear of losing operational control. According to ITIL 4 OCM methods, what is the most appropriate initial intervention?
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
✓
Engage the managers in an empathetic dialogue to uncover their specific concerns and co-create solutions.
Identifying the root cause of resistance, often tied to fear of loss or lack of capability, allows targeted intervention rather than punitive enforcement.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Increase the volume of standard broadcast emails detailing the strategic benefits of cloud computing.
Why it's wrong here
More broadcast messages do not address localized operational fears or loss of control.
- ✓
Engage the managers in an empathetic dialogue to uncover their specific concerns and co-create solutions.
Why this is correct
Empathetic engagement helps surface underlying fears and turns resistors into active change champions.
- ✗
Revoke their administrative access credentials immediately to force compliance with the new workflow.
Why it's wrong here
Forcing compliance without addressing underlying concerns leads to workarounds and operational friction.
- ✗
Escalate the non-compliant managers directly to human resources for disciplinary review.
Why it's wrong here
Punitive measures usually increase resistance and drive behaviors underground rather than solving root causes.
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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.