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ITIL-PRACTITIONER by ITIL - Page 1 | ExamCademy | ExamCademy

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A number of service desk staff do not like the planned improvements and have offered alternative solutions. The project manager has decided to involve them in the design and review process.
This is an example of using which tactic?

A Prioritize the change against other changes.
B Be open and honest.
C Create and communicate quick wins.
D Resistance is not always necessarily negative.

The improvement initiative has been running for a year and the BRMs believe it has been successful.
What is the BEST way to demonstrate its success?

A By completing a benefits realization review.
B By facilitating a customer service review workshop.
C By conducting a service catalogue gap analysis.
D By undertaking a stakeholder review analysis.