- A
Planned change – scheduled during maintenance windows with no approval needed.
Why wrong: Planned changes are not a distinct type; they may be standard or normal changes.
- B
Emergency change – requires immediate implementation to resolve a major incident.
Correct definition of emergency change.
- C
Standard change – pre-approved, low risk, follows a defined procedure.
Correct definition of standard change.
- D
Major change – requires executive approval and a separate risk assessment.
Why wrong: ITIL does not define 'major' as a separate change type; it is typically a category within normal changes.
- E
Normal change – requires approval from the Change Advisory Board (CAB).
Correct definition of normal change.
Question 997 of 984
CISA Practice Question: Information Systems Operations and Business Resilience
This CISA practice question tests your understanding of information systems operations and business resilience. Match the stated requirement to the specific cloud service, access model, or configuration option — many options are valid in isolation but not for this scenario. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
An organization is implementing a change management process based on ITIL. Which THREE change types should be included in the policy?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Emergency change – requires immediate implementation to resolve a major incident.
Option B is correct because ITIL defines an Emergency change as one that must be implemented as soon as possible—often to resolve a major incident or security vulnerability. This change type bypasses the normal CAB approval cycle and uses a dedicated Emergency CAB (ECAB) process to authorize and implement the fix rapidly while still maintaining control.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Planned change – scheduled during maintenance windows with no approval needed.
Why it's wrong here
Planned changes are not a distinct type; they may be standard or normal changes.
- ✓
Emergency change – requires immediate implementation to resolve a major incident.
Why this is correct
Correct definition of emergency change.
Related concept
Read the scenario before looking for a memorised answer.
- ✓
Standard change – pre-approved, low risk, follows a defined procedure.
Why this is correct
Correct definition of standard change.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
Major change – requires executive approval and a separate risk assessment.
Why it's wrong here
ITIL does not define 'major' as a separate change type; it is typically a category within normal changes.
- ✓
Normal change – requires approval from the Change Advisory Board (CAB).
Why this is correct
Correct definition of normal change.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates confuse 'Planned change' (a scheduling concept) with a formal ITIL change type, leading them to select Option A, but ITIL only recognizes Standard, Emergency, and Normal changes.
Detailed technical explanation
How to think about this question
ITIL v3/2011 defines three change types: Standard (pre-approved, low-risk, follows a documented procedure), Emergency (requires immediate implementation, uses ECAB), and Normal (all other changes, requiring CAB approval). The distinction is critical for audit trails: Emergency changes must be retrospectively reviewed and documented within a defined timeframe (e.g., 30 days) to ensure compliance. In practice, organizations often misuse 'Planned change' to bypass approval, which creates a control gap that auditors flag as a finding.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the CISA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
Visual reference
What to study next
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FAQ
Questions learners often ask
What does this CISA question test?
Information Systems Operations and Business Resilience — This question tests Information Systems Operations and Business Resilience — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Emergency change – requires immediate implementation to resolve a major incident. — Option B is correct because ITIL defines an Emergency change as one that must be implemented as soon as possible—often to resolve a major incident or security vulnerability. This change type bypasses the normal CAB approval cycle and uses a dedicated Emergency CAB (ECAB) process to authorize and implement the fix rapidly while still maintaining control.
What should I do if I get this CISA question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Last reviewed: Jul 4, 2026
This CISA practice question is part of Courseiva's free ISACA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CISA exam.
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