ITIL4F ITIL Guiding Principles Practice Question
When a change is classified as ‘normal’ in ITIL, what does that mean?
⚠ Common exam trap
Many candidates confuse 'normal' with 'standard' — candidates often assume 'normal' means routine or low-risk, but ITIL specifically reserves 'standard' for pre-approved, low-risk changes, while 'normal' requires assessment and approval.
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
✓
It is a change that is not pre-approved and needs assessment by a change authority
In ITIL 4, a 'normal' change is the default category for changes that are not pre-approved (standard) or emergency. These changes require assessment by a change authority before implementation, as they do not follow a pre-defined, low-risk procedure. Option C correctly captures this requirement for evaluation and approval.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
It is a low-risk change that follows a pre-approved procedure
Why it's wrong here
This statement describes a standard change, not a normal change. A standard change is characterized by its low risk, frequent occurrence, and adherence to a pre-approved procedure, allowing for pre-authorization and often automation. In contrast, a normal change is not pre-approved and requires individual assessment and authorization because it lacks the established, routine, and low-risk profile of a standard change.
- ✗
It is a change that does not require any approval
Why it's wrong here
This statement is incorrect because all normal changes, by definition, require explicit approval from a designated change authority before they can be implemented. The change authority, which could be a Change Advisory Board (CAB) or an individual, assesses the change's potential risks, impact, and resource requirements. Bypassing this crucial approval step for a normal change would undermine ITIL's governance framework and significantly increase the risk of service disruption or security incidents.
- ✓
It is a change that is not pre-approved and needs assessment by a change authority
Why this is correct
This statement accurately defines a normal change within the ITIL 4 framework. Normal changes are not pre-authorized; instead, they follow a structured process involving individual assessment and approval by a change authority, such as a Change Advisory Board (CAB) or an appropriately delegated individual. This ensures that potential risks are thoroughly evaluated, necessary resources are allocated, and the change is properly coordinated and scheduled before implementation to minimize adverse effects.
- ✗
It is an emergency change that must be implemented quickly
Why it's wrong here
This description pertains to an emergency change, which is a distinct category from a normal change. Emergency changes are specifically designed to address critical incidents, security vulnerabilities, or other urgent issues that demand immediate resolution, often with an expedited or retrospective approval process due to their time-sensitive nature. Normal changes, conversely, follow a planned, less urgent workflow, allowing for comprehensive assessment, scheduling, and coordination to minimize disruption.
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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.