A team repeatedly provisions a new laptop for a joiner using a fully documented, well-rehearsed procedure whose risk was assessed once when the procedure was written. How should each individual provisioning be handled?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
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The options
Correct As a standard change, implemented under the authorisation already granted to the documented procedure
Correct. A standard change is pre-authorised: the risk assessment and authorisation were done once, for the procedure, so each instance needs no fresh authorisation.
Not correct As a normal change, assessed and authorised individually each time it is requested
Wrong. Putting a low-risk, repeatable, fully documented activity through individual assessment is exactly the waste that the standard change type exists to remove.
Not correct As a standard change, but with the change authority re-confirming authorisation on each occurrence
Wrong, and this is the most tempting distractor. Re-authorising each occurrence contradicts the meaning of 'pre-authorised' and would make the standard change type pointless.
Not correct As an emergency change, because provisioning must be completed before the joiner's start date
Wrong. A known deadline is not an emergency. Emergency changes are for situations that must be resolved as soon as possible, such as restoring a service or applying an urgent security fix.
Why
Standard changes are low-risk, well-understood, fully documented and pre-authorised. The risk assessment happens once, when the procedure is created and approved; individual instances then proceed without further authorisation, and are often initiated as service requests. Requiring per-instance authorisation would defeat the purpose of the category.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- Standard changes are low-risk, pre-authorised changes that follow a documented procedure and need no additional authorisation per instance.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.