ITIL · Question #89
Which of these should a change model include? 1. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and thresholds for comp
The correct answer is A. 1, 2 and 3 only. A change model defines the structured approach for handling a specific category of change, covering procedural steps, role responsibilities, and timeframes. Complaints procedures are not a component of a change model in ITIL.
Question
Options
- A1, 2 and 3 only
- BAll of the above
- C1 and 3 only
- D2 and 4 only
How the community answered
(39 responses)- A95% (37)
- B3% (1)
- D3% (1)
Why each option
A change model defines the structured approach for handling a specific category of change, covering procedural steps, role responsibilities, and timeframes. Complaints procedures are not a component of a change model in ITIL.
ITIL specifies that a change model must include the steps to handle the change in the correct order, the responsibilities of those involved including escalation paths, and the timescales and thresholds for completing each action. These three elements ensure that a change is handled consistently and within agreed parameters every time. Complaints procedures are a separate service management concern and have no place within change model design.
Item 4 (complaints procedures) is not a defined component of a change model in ITIL - complaints handling belongs to a separate customer feedback or service complaints process.
This omits responsibilities (item 2), which is an essential change model element that defines who performs each step and who handles escalations when thresholds are breached.
This omits the procedural steps (item 1) and timescales (item 3), which are core structural elements, and incorrectly includes complaints procedures (item 4).
Concept tested: ITIL change model required components
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