ITIL-FOUNDATION Question #311: Real Exam Question with Answer & Explanation

The correct answer is D: A change to a business process that depends on IT Services. IT service change management covers changes to IT services and infrastructure; changes to business processes are owned by the business and fall outside its scope.

Question

Which of these would fall outside the scope of a typical service change management process?

Options

AA change to a contract with a supplier
BA firmware upgrade to a server that is only used for IT Service Continuity purposes
CAn urgent need to replace a CPU to restore a service during an incident
DA change to a business process that depends on IT Services

Explanation

IT service change management covers changes to IT services and infrastructure; changes to business processes are owned by the business and fall outside its scope.

Common mistakes.

A. A change to a supplier contract can affect service delivery and cost, so it is within change management scope as a service-impacting change.
B. A firmware upgrade to a server used for IT Service Continuity is still a change to IT infrastructure and must follow the change management process to avoid unintended impact.
C. An urgent CPU replacement during an incident is handled as an emergency change, which is a recognized category within change management, not outside it.

Concept tested. Scope boundaries of IT service change management

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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