DPI Practice Question: Communication And Organizational Change Management
During an organizational transition to ITIL 4 service value chains, an enterprise change manager notices that employees are reverting to old siloed habits under pressure. What OCM reinforcement mechanism should be deployed?
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
✓
Reinforce new behaviors through positive recognition, coaching, and aligning performance metrics with value chain outcomes.
Reinforcing new behaviors requires recognizing and rewarding adoption, providing coaching, and removing old incentives that reward siloed behavior.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Punish employees publicly every time they mention old processes.
Why it's wrong here
Public punishment breeds fear, resentment, and hidden non-compliance.
- ✗
Ignore the reversion, assuming habits will correct themselves over several years.
Why it's wrong here
Ignoring behavioral regression ensures the transformation will ultimately fail.
- ✓
Reinforce new behaviors through positive recognition, coaching, and aligning performance metrics with value chain outcomes.
Why this is correct
Aligning incentives and recognizing successes helps anchor new behaviors permanently.
- ✗
Send out additional reminder emails every hour until behavior changes.
Why it's wrong here
Spamming employees with reminder emails leads to notification fatigue and message blindness.
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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.