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

The correct answer is D: A change to a business process that depends on IT Services. Service change management governs IT-related changes; a change to a business process that depends on IT services is owned by the business and falls outside IT change management 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

Service change management governs IT-related changes; a change to a business process that depends on IT services is owned by the business and falls outside IT change management scope.

Common mistakes.

A. A change to a supplier contract can affect IT service delivery and is therefore subject to change management review and authorization to control continuity and compliance risk.
B. A firmware upgrade to any server, including one used solely for IT Service Continuity, is a change to IT infrastructure and must go through change management to control risk.
C. Replacing a CPU during an incident is classified as an emergency change and is still within the scope of change management, following the expedited emergency change authorization procedure.

Concept tested. Scope boundaries of IT service change management

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