ITIL4-DPI Direct, Plan and Improve Practice Question
When implementing a 'Plan' for service improvements, why is it essential to consider organizational 'Change Management'?
⚠ Common exam trap
Candidates often focus solely on technical implementation steps during planning, ignoring the human behavioral aspects needed to sustain new improvements.
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
✓
To minimize resistance and foster adoption of the new way of working.
Improvement initiatives almost always involve changing how people work. If the human element is not managed, resistance will inevitably arise, and the new processes or technologies will not be adopted, regardless of their technical merit. Considering Change Management at the planning stage ensures that communication, training, and support structures are in place, which increases the likelihood of successful adoption and long-term sustainability of the improvements.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
To ensure that all employees are working the same hours.
Why it's wrong here
Change management is about helping people adapt to new ways of working, not enforcing shift patterns. Focusing on working hours is a management or HR task, not a strategic improvement activity. It fails to address the psychological and behavioral aspects of change that are critical for successful implementation.
- ✓
To minimize resistance and foster adoption of the new way of working.
Why this is correct
Resistance to change is a natural human reaction. Change management helps address concerns, provide clear communication, and support staff through the transition. By fostering acceptance, the organization ensures that the new processes are actually used, which is vital for realizing the benefits of the planned improvements.
- ✗
To replace the need for technical documentation.
Why it's wrong here
Change management complements technical documentation; it does not replace it. Technical knowledge is necessary for execution, while change management addresses the adoption and cultural shifts required. Both are essential for a complete and effective improvement plan. Relying on one while ignoring the other will result in failed initiatives.
- ✗
To reduce the cost of the improvement initiative.
Why it's wrong here
Change management is an investment, not a cost-cutting measure. While it can prevent the costs associated with failed implementations, its primary goal is to ensure the effectiveness of the change. Focusing only on cost misses the point that change management is about ensuring success and value realization.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert/AXELOS exam blueprint
This ITIL4-DPI practice question is part of Courseiva's free PeopleCert/AXELOS 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 ITIL4-DPI exam.