ITIL · 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. 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
How the community answered
(42 responses)- A2% (1)
- B12% (5)
- C5% (2)
- D81% (34)
Why each option
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.
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.
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.
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.
Change management within IT Service Management governs changes to IT services, infrastructure, and related components. A change to a business process - even one that depends on IT services - is a business process change owned and managed by the business, not within the IT change management process scope.
Concept tested: Scope boundaries of IT service change management
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