A service provider is implementing a new self-service portal for users to request access to...

DPI and the guiding principle“Keep it simple and practical”stress that guidance should beclear, concise, and user-friendly. With 5000 users, simple guidelines prevent confusion and reduce support overhead. Explicit instructions onwho to contact for exceptionsensures smooth adoption. Options A and D risk overwhelming users with detail, while B shifts responsibility to the service desk instead of empowering users.

(Reference: ITIL® 4 Strategist DPI, section on "Organizational change management – communication and adoption support")