ITIL4F ITIL Management Practices Practice Question
An IT department is considering replacing a critical server. According to ITIL 4, which type of change should be used if the replacement involves a new, untested model and requires a full risk assessment?
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
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Normal change
A normal change is a change that is not pre-approved (like standard changes) and not urgent (like emergency changes). It requires a full risk assessment and authorization by a change authority before implementation. Therefore, for a replacement involving a new, untested model, a normal change is appropriate. Option A (Standard change) is pre-approved and low risk, not suitable for untested models. Option B (Service request) is for predefined service requests, not changes. Option D (Emergency change) is for urgent situations that cannot wait for normal authorization, which does not apply here.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Standard change
Why it's wrong here
A standard change is a pre-authorized, low-risk change that is well-understood and can be implemented without additional authorization, often following a documented procedure or automation. Replacing a critical server, however, is inherently high-risk and high-impact, requiring significant assessment and planning due to its potential to disrupt vital services. Therefore, it cannot be classified as a standard change, which is typically reserved for routine, repetitive tasks like password resets or minor software updates.
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Service request
Why it's wrong here
A service request is a formal request from a user for something that is part of the normal service delivery, such as requesting access to an application, a new laptop, or information. These requests are typically fulfilled through predefined processes and often have a service catalog entry. Replacing a critical server is an internal operational decision and a significant infrastructure change, not a routine user-initiated demand for a standard service offering, making 'service request' an inappropriate classification.
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Normal change
Why this is correct
A normal change is any change that is not standard or emergency, requiring a full assessment, authorization, and scheduling process. This type of change typically involves a structured workflow, including planning, risk and impact analysis, approval by a change authority (such as a Change Advisory Board or CAB), and careful coordination. Replacing a critical server, given its potential impact and the need for careful planning and approval, perfectly aligns with the characteristics and rigor of a normal change.
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Emergency change
Why it's wrong here
An emergency change is a change that must be implemented as soon as possible to resolve an incident or problem, or to implement a critical security patch, often to restore service or prevent a major disruption. These changes typically bypass some steps of the normal change process due to extreme urgency, with authorization occurring retrospectively or in an expedited manner. The scenario describes 'considering replacing' a server, indicating a planned activity rather than an immediate, unplanned response to an urgent failure, thus ruling out an emergency change.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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