What best describes a normal change?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
Draft — not checked yet. This question was written from the published exam objectives and cites the clause it comes from, but nobody has yet read it against that clause and signed for it.
It is kept out of search results and out of mock exams until they have. Read the source below before you take the answer as settled.
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
- What it says
- Normal changes are scheduled, assessed and authorised following a process, with change models determining roles for assessment and authorisation.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.