A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes. Which is the…

Question

Options

• ACreate a standard change model for development changes and initiate as a service request
• BIncrease the size of development changes to make them easier to handle and increase success
• CCreate a change model for development changes that includes the use of safe-to-fail testing
• DInitiate development changes as emergency changes so that errors can be identified quickly

• A
  4% (1)
• B
  4% (1)
• C
  85% (22)
• D
  8% (2)

Explanation

Option C is correct because a change model provides a repeatable, structured process tailored to a specific type of change, and embedding safe-to-fail testing directly addresses the root cause - the team's changes fail because they lack a controlled environment to detect errors before they impact production. Safe-to-fail testing allows small, contained experiments where failures are learning opportunities rather than outages.

Why the distractors fail:

• A is wrong because initiating development changes as service requests misclassifies them - service requests are pre-approved, low-risk fulfillments (like password resets), not development changes that carry risk and need proper change controls.
• B is wrong because larger changes are harder to test, harder to roll back, and compound risk - ITIL favors smaller, more frequent changes to reduce blast radius.
• D is wrong because emergency changes exist for unplanned, urgent situations and bypass normal safeguards - routinely using them for development work removes the controls that prevent failures, making the problem worse.

Memory tip: When a team keeps failing, the answer is always structure + safe learning, not shortcuts (D), reclassification (A), or bigger bets (B). "Safe-to-fail" is ITIL 4's language for "experiment small, learn fast" - if you see those words in an answer, it's almost always correct when the question involves a struggling team.

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