What best describes a normal change?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
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How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
The options
Correct A change that is scheduled, then assessed and authorised by following a defined process, with the change model determining who assesses and authorises it
Correct. Normal changes follow the full route: initiation by a change request, scheduling, assessment and authorisation according to the applicable change model.
Not correct A change that is always low risk, because higher-risk work is handled as an emergency change
Wrong. Normal changes span the whole risk range from low to high. Risk level influences which change model and which change authority apply — it does not push work into the emergency category.
Not correct A change that has been performed often enough to be documented and pre-approved
That describes a standard change. Once a repeatable change is documented and pre-authorised, it stops being handled through the normal route.
Not correct A change that must be implemented immediately to restore a failed service
That is an emergency change. Urgency of that kind triggers the expedited assessment and authorisation route, not the normal one.
Why
Normal changes are the default route: a change request initiates them, they are scheduled, and they are assessed and authorised through the process defined in the relevant change model. They are not restricted to low risk — the model and the change authority are chosen to match the risk the change actually carries, and automation is often used to speed the route up.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 7 and space the ones you get wrong.
More questions on this objective
- Which statement best describes what the incident management practice is intended to achieve? machine-checked
- How is an incident defined in ITIL? machine-checked
- Several incidents are open at once and the support team must decide which to work on first. On what basis should the order be decided? machine-checked
- A difficult incident is worked on by pulling several specialists from different teams into the same session at the same time; once it becomes clear who is best placed to continue, the others step away. What is this technique called? machine-checked
- Why does an organisation define a separate procedure for major incidents rather than handling them exactly like all other incidents? machine-checked
- A support team routinely fixes incidents by phone and updates the incident record only with the word 'fixed'. What is the most significant consequence of this? machine-checked