ITIL4F ITIL Service Value System Practice Question
An organization wants to implement a new CRM system. According to ITIL 4, which type of change would this typically be considered?
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
✓
Normal change
New system implementations are significant and require approval, typically via a normal change.
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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Emergency change
Why it's wrong here
Emergency changes are reserved for critical incidents that require immediate action to restore service operation or mitigate severe security risks, bypassing normal approval for speed. Implementing a new CRM system, while important, is a planned strategic initiative, not an urgent response to an unexpected service disruption or security breach, making it unsuitable for this category.
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Normal change
Why this is correct
Normal changes are significant, non-standard changes that require a structured assessment, authorization, and implementation process, often involving a Change Authority. Deploying a new CRM system represents a substantial modification to the service portfolio and organizational capabilities, necessitating careful planning, risk evaluation, and formal approval, which aligns perfectly with the characteristics of a normal change.
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Standard change
Why it's wrong here
Standard changes are pre-authorized, low-risk, and frequently performed changes that follow a well-defined procedure and do not require individual assessment or approval each time. The implementation of an entirely new CRM system is a high-impact, unique project with significant resource implications and potential risks, clearly exceeding the scope and risk profile of a standard change.
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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 normal service delivery, such as providing access, information, or a standard IT asset. Implementing a new CRM system is a strategic project that introduces a new capability or significantly modifies existing services, which goes beyond the scope of fulfilling a pre-defined user request for an existing service offering.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert 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 ITIL4F exam.