Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

Question

Options

• ABusiness Relationship Management
• BChange Management
• CRelease Management
• DService Level Management

• A
  9% (4)
• B
  70% (32)
• C
  4% (2)
• D
  17% (8)

Explanation

Change Management is the ITIL process specifically designed to control the lifecycle of all changes, ensuring that new or changed services - including decommissioning - are properly assessed, authorized, and implemented with minimal risk to existing services.

Why the distractors are wrong:

• A. Business Relationship Management manages the relationship between the service provider and customers, focusing on understanding customer needs - not approving changes.
• C. Release Management handles the packaging and deployment of approved changes into live environments, but it operates after Change Management has already authorized the change.
• D. Service Level Management negotiates and monitors service level agreements (SLAs) - it has no authority to approve changes to services.

Memory tip: Think of Change Management as the "gatekeeper" - nothing goes in, out, or gets shut down without passing through its gate first. If something is being added, altered, or removed, Change Management holds the key.

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