Quick Answer
The answer is a normal change. This is correct because the scenario describes a change that is neither pre-approved like a standard change nor urgent like an emergency change; instead, it requires formal assessment and authorization by the Change Advisory Board (CAB) before implementation, which is the defining characteristic of a normal change in ITIL 4. On the ITIL 4 Foundation exam, this question tests your ability to distinguish between the three change types based on their authorization paths and urgency, and a common trap is confusing a normal change with a standard change simply because both involve testing and scheduling. Remember that standard changes are low-risk and pre-approved, while normal changes always require CAB approval. A useful memory tip is to think of the CAB as the “normal” gatekeeper: if the CAB has to sign off, it is a normal change.
This ITIL4F practice question tests your understanding of itil management practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. 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.
A change request to upgrade the email server is assessed and authorized by the Change Advisory Board (CAB). After testing, it is scheduled for the next weekend. What type of change is this?
Emergency change
Why wrong: Incorrect: Emergency changes are for urgent issues and have a faster process.
Normal change
Correct: A normal change follows the full assessment and authorization process.
Service request
Why wrong: Incorrect: Service requests are not changes.
Standard change
Why wrong: Incorrect: Standard changes are pre-approved and low-risk.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Normal change
Normal changes require assessment and authorization by the CAB, unlike standard (pre-approved) or emergency (urgent) changes.
Key principle: Authentication proves identity; authorization controls what that identity can do after login. Both must work for full privileged access.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Emergency change
Why it's wrong here
Incorrect: Emergency changes are for urgent issues and have a faster process.
Normal change
Why this is correct
Correct: A normal change follows the full assessment and authorization process.
Related concept
Authentication checks who the user is.
Service request
Why it's wrong here
Incorrect: Service requests are not changes.
Standard change
Why it's wrong here
Incorrect: Standard changes are pre-approved and low-risk.
Common exam traps
Logging in proves the user can authenticate. It does not automatically mean the user is allowed to enter privileged or configuration mode. Watch for AAA authorization, privilege level and command authorization details.
Detailed technical explanation
This kind of question is testing the difference between identity and permission. A user may successfully log in to a router because authentication is working, but still fail to enter configuration mode because authorization is missing, misconfigured or mapped to a lower privilege level.
Key takeaway
Authentication proves identity; authorization controls what that identity can do after login. Both must work for full privileged access.
Real-world example
A junior network technician can log in to a core router but cannot reach the enable prompt or configuration mode. The AAA server is authenticating the login — but the authorisation policy only grants privilege level 1, not 15. Authentication (who you are) is working; authorisation (what you can do) is not.
What to study next
Review Cisco AAA concepts — authentication, authorization, and accounting. Study privilege levels (0–15), command authorization under TACACS+, and how RADIUS differs. Then practise related ITIL4F questions on access control and AAA configuration.
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FAQ
ITIL Management Practices — This question tests ITIL Management Practices — Authentication checks who the user is..
The correct answer is: Normal change — Normal changes require assessment and authorization by the CAB, unlike standard (pre-approved) or emergency (urgent) changes.
Review Cisco AAA concepts — authentication, authorization, and accounting. Study privilege levels (0–15), command authorization under TACACS+, and how RADIUS differs. Then practise related ITIL4F questions on access control and AAA configuration.
Authentication checks who the user is.
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Same concept, more angles
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. Which type of change requires assessment and authorization by a change authority, but does not follow a pre-approved procedure?
mediumWhy B: Normal changes require assessment and authorization but are not pre-approved like standard changes.
Last reviewed: Jun 21, 2026
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.
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