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ITIL-FOUNDATION · Question #311

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

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.

Know the purpose of the ITIL practices

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

How the community answered

(26 responses)
  • A
    19% (5)
  • B
    8% (2)
  • C
    4% (1)
  • D
    69% (18)

Why each option

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.

AA change to a contract with a supplier

A change to a supplier contract can affect service delivery and cost, so it is within change management scope as a service-impacting change.

BA firmware upgrade to a server that is only used for IT Service Continuity purposes

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.

CAn urgent need to replace a CPU to restore a service during an incident

An urgent CPU replacement during an incident is handled as an emergency change, which is a recognized category within change management, not outside it.

DA change to a business process that depends on IT ServicesCorrect

A change to a business process, even one that depends on IT services, is a business change owned and managed by the business unit - not an IT service change. ITIL change management scope is explicitly limited to changes within the IT infrastructure and services, so business process changes fall outside its boundary.

Concept tested: Scope boundaries of IT service change management

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

Topics

#change management#scope boundaries#business process change#service change

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