According to ITIL 4 guidance on Organizational Change Management (OCM), managers are pivotal to the success of any major improvement. To effectively gather feedback and manage staff through the transition, it is essential to first equip these managers with the necessary resources. This includes providing them with tools, key messages, and established channels for collecting and relaying staff feedback to the change leaders. This approach ensures that feedback collection is structured, consistent, and effectively integrated into the overall change management process, making it the most appropriate foundational method.

A. Ask managers to provide information about staff attitudes to the change

This is a reactive step. Without first providing managers with the proper tools and channels, the feedback collected may be inconsistent, incomplete, or unstructured.

B. Send frequent email updates explaining the importance of the change

This is a one-way communication method intended to inform staff. It does not provide a mechanism for collecting feedback from them.

C. Provide responses to frequently asked questions (FAQ) on a website

This is also a one-way communication method that disseminates information. It addresses anticipated questions but does not actively collect new issues or feedback.

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AXELOS. (2020). ITIL® 4: Direct

Plan and Improve. TSO (The Stationery Office).

Section 5.2.5

Page 153: "Managers are key to successful organizational change. They need to be provided with the tools they need to manage people through the change

including key messages

talking points for difficult questions

and a channel for providing feedback to the change leaders." This directly supports option D as the prescribed method for enabling feedback collection.

Section 5.2.5

Page 153: The text emphasizes that communication should be two-way. Options B and C represent one-way communication

which is insufficient for successful OCM. Option A is part of a two-way process

but D is the enabling step that makes it effective.