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.
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)- A19% (5)
- B8% (2)
- C4% (1)
- D69% (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.
A change to a supplier contract can affect service delivery and cost, so it is within change management scope as a service-impacting change.
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.
An urgent CPU replacement during an incident is handled as an emergency change, which is a recognized category within change management, not outside it.
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
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