A company is experiencing frequent service outages due to unauthorized changes to the production environment. Which ITIL practice would be most effective in preventing these issues?
Trap 1: Incident management
Incident management deals with restoring service after an incident, not preventing unauthorized changes.
Trap 2: Problem management
Problem management identifies root causes of incidents, but does not directly control changes.
Trap 3: Service desk
Service desk is the single point of contact for users, not primarily for change control.
- A
Incident management
Why wrong: Incident management deals with restoring service after an incident, not preventing unauthorized changes.
- B
Change enablement
Change enablement controls the lifecycle of all changes, enabling beneficial changes with minimal disruption.
- C
Problem management
Why wrong: Problem management identifies root causes of incidents, but does not directly control changes.
- D
Service desk
Why wrong: Service desk is the single point of contact for users, not primarily for change control.