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Summary and knowledge check

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In this module, you learned about the first phase of the service adoption framework - Start. You learned about the key roles in any change project. You reviewed the change curve and the different stages we all go through when faced with a change. Finally, you learned about the organizational resources you can use, like stakeholders and champions, to ensure a successful rollout.

Check your knowledge

1.

When you are assigned to manage the Champions program, you are primarily responsible for which of the following?

Being the chief cheerleader for the new technology.

Finding and nurturing a community of people who provide peer guidance and training on the new experience.

Making sure each department has the right training staff.

Creating training documentation.

2.

When should your helpdesk support team start using the new experience?

At the same time as your employees

As soon as possible to gain hands-on experience

After you are sure it won't disrupt operations

3.

True or false: Your helpdesk support leaders should be involved in your regular program management meetings.

True

False

4.

To ensure sustained change and transformation your executive sponsor should do which of the following?

Issue executive orders that people must use the new tools

Show up to your project kickoff and then disengage

Keep using the old process until they have to change

Be a consistently visible part of your change program

5.

What are the four phases of the Change Curve?

Enthusiasm, Resistance, Planning, Implementation

Anger, Denial, Exploration, Execution

Planning, Bargaining, Implementation, Success

Denial, Resistance, Exploration, Commitment

6.

When crafting the key messages in your service adoption plan, you should write them down from the perspective of the __________.

Executive sponsor

Process owners

End-user employees

7.

True or false: Technology service should melt into the background behind the end-user business objective?

True

False

8.

Assessing the organizational readiness will allow you to do which of the following?

Determine how receptive your end users are to change

Identify early adopters

Identify how much change fatigue is in your company

All of the above

9.

Stakeholders are defined as which of the following?

Your direct management change

Anyone in the c-suite in your company

Anyone with interest in or influence over your project, regardless of rank

Business process owners who are willing to participate in proof of concept projects

10.

Which of the following is NOT a benefit for employees moving to cloud-based services?

Anytime, anywhere access

Simpler interaction with IT

Secure experience

Technical agility

You must answer all questions before checking your work.

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