ITIL4F ITIL Management Practices Practice Question
An organization has implemented a change to update the firewall rules. The change was pre-authorized and followed a predefined procedure. What type of change is this?
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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Standard change
In ITIL 4, a standard change is a pre-approved, low-risk change that follows a defined procedure. Option A is correct. Option B (normal change) requires authorization through the change advisory board. Option C (emergency change) is for urgent issues. Option D (service request) is for routine service requests, not changes.
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 this is correct
A standard change is a low-risk, pre-authorized change that follows a well-established, documented procedure. Updating a firewall rule, if it's a routine, templated modification (e.g., opening a specific port for a new application following a pre-approved template), perfectly aligns with this definition. Such changes are implemented without needing additional authorization each time, enabling efficient and consistent delivery of common infrastructure modifications.
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Normal change
Why it's wrong here
A normal change requires a full assessment and authorization process, as it is neither pre-approved nor an emergency. These changes typically involve a Change Authority or Change Advisory Board (CAB) review to evaluate risks, impacts, and resources before implementation. A routine firewall rule update, which can be pre-authorized due to its low risk and defined procedure, would unnecessarily burden the more rigorous normal change process.
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Service request
Why it's wrong here
A service request is a pre-defined, standardised user demand for information, advice, or a standard change that does not require formal approval, such as a password reset. This scenario fails because the firewall rule update is a pre-authorised change to IT infrastructure, not a request for a service. It is tempting because both follow a standard procedure, but a service request fulfils a user need, whereas this change alters a configuration.
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Emergency change
Why it's wrong here
An emergency change is specifically reserved for urgent situations that demand immediate action to resolve an incident or prevent a major service disruption. While critical, these changes often bypass some steps of the normal change process due to time constraints, with authorization typically occurring retrospectively. A standard update to a firewall rule, even if important, does not typically meet the criteria of an immediate, critical threat requiring an emergency response.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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